In a world with too many fake products, scams, or cheap knockoffs, ecommerce product reviews are what many people turn to when making buying decisions. In fact, according to one study, 77% of consumers read online reviews before they buy.
Luckily, you don't have to just hope that more people review your product. Instead, you can use these five tactics to proactively encourage people to leave a review. That way, you can continue to build trust in your product and boost your ecommerce sales.
Why positive reviews are essential for your business
Good customer reviews are essential for any ecommerce website because they help you build trust and credibility with potential customers. When people are comparing your product with a competitor’s, the quality and number of positive reviews could be the difference maker.
However, online product reviews are also good for a lot more:
Online reviews on your product pages are great for potential customers to learn more about your features and product quality.
They provide an opportunity for you to receive direct feedback that can help you improve your offerings going forward.
Reviews allow customers to compare products more easily and make more informed online shopping decisions.
All of this means that product reviews are good for you and good for your customers. They help you sell more and help educate your customers about what exactly your product can offer them.
How to handle negative reviews
It can be incredibly difficult to handle bad reviews, but it is important to take a proactive approach and address customer complaints. According to research by Bazaarvoice, just the act of responding to a bad review can have a marked impact on purchasing intent. Not only does it make the reviewer feel heard, but it also shows potential customers that you’re an ecommerce store that cares about customer concerns.
When responding to negative reviews, try your best to address the issue head-on while also expressing empathy for the customer’s experience. Additionally, consider offering a solution or apology if appropriate.
Finally, don’t forget to thank them for taking the time to leave feedback—even if it wasn’t positive. Handling online product reviews well shows current customers that you care about them and encourages future customers who may be considering buying from you.
5 ways to get more ecommerce product reviews
Getting ecommerce product reviews is essential for any ecommerce business that wants to build trust, improve credibility, and increase sales. Here are five tactics to get you started.
1. Offer incentives
Offering incentives is an effective way to motivate customers to take the time to leave a review because they get something valuable in return for their efforts. Instead of just reviewing for the sake of the business or other customers, the reviewer knows that leaving a review will help them, too.
One potential incentive you could offer to encourage customers to leave a review is a discount on their next purchase. Additionally, you could offer loyalty points or rewards for each review left. The reward does not need to be large, just a little something to encourage them to make an effort and write up their thoughts on your product.
2. Make it easy to leave online reviews
Leaving an honest review is already more work than many people want to do. If there is any friction, chances are customers will choose to leave. For this reason, you need to really focus on the UX of your product review process.
Streamline this process by:
Including direct links on your website.
Ensuring that the review process takes no more than a few seconds.
Having clear instructions on how to submit customer feedback.
Allowing people to leave reviews in the form of star ratings.
Also, make sure you’ve signed up for all the main review sites so that it’s easy for people to leave online reviews wherever they’re most comfortable. Some common review platforms you should be a part of include TrustPilot, Google, Amazon, and Yelp.
3. Ask for customer feedback after people make a purchase
One of the best times to ask for a product review is right after your customers make a purchase or receive your product. At this point, the buying process is still fresh in people’s minds, and they are excited about their new purchases.
The best way to ask someone to leave a review is through SMS messaging. With an SMS message, you know your customer will receive the reminder wherever they are. Also, because it’s on their phone, it’s easy for them to tap on the link, leave a review, and continue with their day.
To learn more about how to craft the perfect SMS message and clinch more product reviews, check out our guide to SMS Alerts.
4. Follow up with customers who haven’t left a review
If customers have been inactive for some time, you should reach out to them via SMS or email and ask if they’re happy with their purchase. Oftentimes, people simply just forget to leave a review. A brief automated text message is an easy way to prompt customers to write a short product review.
Although it’s good to send review requests once or twice, remember not to be spammy about it. If people feel like you’re harassing them for a review, it may encourage them to leave a negative review or deter them from making future purchases.
5. Leverage social media
Social media is a powerful tool for online stores to show off user-generated content and ask for more people to leave reviews on their products. People learning more about your brand might visit your social media channels, see those positive product reviews, and leave that interaction thinking your brand is worth a closer look.
Social media reviews also offer you a chance to build your community online. Whenever you receive honest reviews on social media, take the time to engage with this customer. Not only will this improve customer satisfaction and encourage them to leave future reviews, but it’ll also increase the likelihood of other customers submitting their own feedback.
Another great way to increase product reviews is by adding review links directly to social media posts. Customers who see these links can easily click through and leave a review about your product or service. Pair this with a special offer or incentive, and you could supercharge the number of reviews you get.
Communication is key when getting more product reviews
Product reviews are the lifeblood of any modern ecommerce site. Without them, your business lacks trust or credibility with online shoppers, which can really hamper your ability to grow. Using the five tactics outlined above, your ecommerce business can increase the number of product reviews you receive and continue to build social proof for future customers.
However, it is important to remember that communication with customers is key when trying to get more ecommerce product reviews. One communication channel that goes underutilized by ecommerce businesses is SMS messaging. If you’re not currently leveraging the power of SMS to speak with customers, you could be missing out on a whole host of benefits, like higher engagement rates and more customer loyalty. Learn more about what SMS marketing can do in our guide to the top benefits of SMS marketing.