Reviews are arguably one of the most powerful weapons any online retailer has. Research suggests that more than 80% of shoppers trust online reviews as much as they would a personal recommendation. In effect, this elevates online reviews into the same category of word of mouth marketing and means that as a retailer, considerable effort needs to be made to accrue as many positive online reviews as possible.
Try our four ways to request reviews from your shoppers to ensure that no avenue for review gathering is being missed.
#1 Just ask
Studies show that 68% of consumers will leave a review for a business when asked -so the first rule of thumb is to make sure that requesting feedback is built in to your shopping cart and checkout system. Automate this process to ensure that no client is ever missed. This request can easily be built into your transactional emails – just add a line suggesting the client shares their feedback on your order confirmation, shipping and delivery notices.
#2 Use social media
Facebook is quickly become an important source for local reviews and is consistently rated as one of the two most trusted sources for local business reviews, alongside Yelp. This means it’s well worth using your Facebook Business page as part of your outreach efforts.
The first step here is to enable the review widget on your Facebook page. Next, you can begin the process of physically gathering feedback from your shoppers. A competition is a great way to incentivise social media interaction and an easy means of rewarding shoppers who do take time to leave feedback. Schedule posts regularly which also remind shoppers to review their purchases via the social media platforms.
#3 Through your app
If you have developed an app for your ecommerce business, this is a convenient and versatile method of soliciting reviews. If your app allows online ordering, be sure to also enable reviews for those same purchases, much as you would on your desktop or mobile site.
If you have a PWA, push notifications can be used to remind customers feedback is pending on their most recent purchases.
#4 In store
If you have a physical store, don’t underestimate the power of soliciting online reviews in person. This is a method that many brands overlook but, placing tablets around the space (especially near till points) helps to bring the omnichannel experience to life. Use point of sale messages to encourage reviews and consider having a regular push on this with in-store events such as prize draws for everyone who leaves a review.