Customer Reviews & Ratings
Buyers will only be allowed access to review your store if they have purchased a product from you. Store ratings include the following — Matches Description, Pricing, Shipping, Communication.
It is best if you evaluate the feedback internally before responding to the customer. Ensure you take ownership of any mistakes and ask for clarification if you are unclear about what the buyer is trying to say. If you are unfamiliar with how to respond to online feedback, we recommend a quick online search. The internet is full of resources! Additionally, our team is here to support you. Feel free to reach out if you have any questions.
Statista reports that 57% of customers say reviews are a highly influential factor in their decision to buy. They also spend 31% more at businesses with excellent reviews – more trust means more sales.
Customer reviews are a big deal — so get a lot of them, and use them.
Each product listing includes an “Ask A Question” button. The button will send you a direct message with any questions buyers may have about your product. In the buyer’s eyes, time is of the essence. The longer a business takes to respond to a problem, the less critical a customer feels. Make sure you check your inbox regularly. The best rule of thumb is to respond within 24 hours. Don’t wait too long, though, because then a buyer may spend their money elsewhere
Though each one is distinctly different, you can glean from these questions that customers struggle with either clarity (didn’t understand) or visibility (couldn’t find further info). What questions do your customers ask most often? Can you identify a theme behind their questions? What could be clearer for them? Where can you add further information so they can read more without reaching out to you?
Nothing frustrates customers more than when they have an issue and aren’t able to contact you. Think about your main support channels—do you offer phone support, live chat, email, messaging, texting, or social media direct messaging? All of the above?
Make sure that what you do offer is clear to your customers. That means adding your contact information in the footer of every email, front and center on your website, and across all of your social channels. Be clear on your store page on how to contact you and any additional information a customer needs before making a purchase.