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June 17, 2020 Conecta Software

Reviews in ecommerce are an important factor in improving conversion and can positively influence the user experience. Therefore, we recommend including a section dedicated to reviews in your product sheet.

The integration of a review module is a can differentiate your products from the competition. It is true that it is a risk, as we do not have complete control over the content of the reviews. However, it adds credibility and can inspire confidence. Both influence the buyer's decision.

 

Don't be afraid of user reviews and boost your ecommerce through customer reviews and recommendations.

 

Learn about the key aspects and technical characteristics and the relevance of reviews and their integration in the online store.

 

What is a product review?

A buyer can post a rating in text and image format next to the product card in the online store. This can be a simple 1-5 star rating, a text including the buyer's name, or even text and photos taken by the buyer.

It is a space where you can contribute and share your opinions about the satisfaction or disappointment of the product or service purchased. They can even make recommendations and share application tips. 

This way, other users can find answers to their questions, make their own assessments and decide in an informed manner whether to try the product or service.

Through the reviews we will be able to know the evaluations and purchase experience of our customers, as well as the satisfaction with the product as aspects that influence the company (shipping, transport, returns, etc..)

 

Why do online stores need product reviews?

  • Influence on other customers
  • Improved positioning
  • Better customer service
  • Better brand image
  • Reviews favor Marketplaces sellers.

 

The study carried out by Econsultancy reflected that product sheets with more than positive reviews, increase their sales conversion to 4.6%. In addition, positive reviews cause customers to spend more in the online store, up to 31%

 

Negative reviews - How to respond to them?

Negative reviews, although it may seem contradictory, are a factor that improve the credibility of the brand, it demonstrates a quality in customer service. In addition, we bring a perspective of concern for consumers on the part of the team.

But you have to know how to react to bad reviews. The main recommendation is not to delete the comment, since, in many cases, if only positive reviews appear, we will create a feeling of distrust with the customer.

Therefore, the best thing is to solve the problem as soon as possible, so that it is recorded and everyone can see that there is a great team behind the online store that is responsible for providing a quality service. Here are some tips for responding to negative reviews:

 

  • Firstly, it responds publicly to all complaints
  • Respond to negative reviews as quickly as possible
  • Keep in mind, empathy and education (even if in some cases the client himself does not have it)
  • Thank you for your comments and feedback and take responsibility for any errors
  • Try to compensate the customer by offering some solution that makes up for the negative experience
  • Spelling is extremely important. Write your answer correctly.
  • Important, do not publish personal data or anything related to the customer (the order number, full name, payment accounts, delivery addresses, etc..)
  • Remove only those reviews that are false

 

According to studies by Harvard Business SchoolIn the last few years, the media have defined 15% as the criticism we find in the online media, which is really false.

 

Positive reviews

After all, it is undeniable that consumers rely on other users' reviews to make their decision to purchase a product or service.

In this way, knowing the opinion of other customers who have already bought before, transmits a certain confidence and can later be translated into sales. Product descriptions and data sheets can say wonders about the products, but if we see a positive review from other customers, most of the time the doubt disappears.

To get positive reviews in your ecommerce we recommend you:

  • Use a review plugin that stands out for its usability
  • Sending of personalized emails and reminders that encourage or incentivize the writing of the review
  • Includes calls to action in the different sales channels.

 

According to a survey conducted in 2019 by   Bright Local in the US, reflected that: out of 1000 people the 82% of consumers read local business reviews.

ecommerce reviews

 

 

Modules for integrating product reviews into your PrestaShop


 

Modules for integrating product reviews into your WooCommerce store


 

The ultimate review app. Yotpo

This pmarketing platform for Digital Commerce helps businesses of all sizes generate and display reviews, photos and Q&As at every stage of the buyer's journey and on social platforms to build brand confidence, increase traffic and increase conversions.

What can we do with Yotpo?

  • It allows you to collect reviews, evaluations, photos, questions and answers from clients.
  • Increase conversions by displaying customer-generated content to facilitate purchasing decisions.
  • Generate targeted traffic by showing evaluations in organic search results and paid Google ads.
  • You can better share customer-generated content on social networks with a single click.
  • Build a community with your biggest followers using your own customer-generated content.
  • Make better decisions for your business using customer feedback and analysis tools.

Yotpo has official partnerships with Google, Facebook and Instagram and integrates with different ecommerce platforms such as Prestashop, Shopify or Woocommerce

Advantages

The main advantage is that with YOTPO we can generate more product feedback Comparing it with another evaluation tool, in addition, the email itself contains the possibility to answer, without having to go to a page with a form. According to your statistics there is a rate of conversion in excess of the 10% of buyers in partners.

Find out more about Yotpo

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Proyecto Cofinanciado por el Fondo Europeo de Desarrollo Regional. Beneficiario: Conecta Software Soluciones SLU. Nº expediente: EATIC2019010001. Inversión Aprobada: 173.800,00 €. Comienzo: 01/04/2019. Finalización: 30/09/2020. El presente proyecto tiene como objetivo el desarrollo de una capa de usuario multilingüe y dashboards para entornos web y windows de solución de Business Intelligence.

Project co-financed by the European Regional Development Fund. Beneficiary: Conecta Software Soluciones SLU. File number: PI2019010001. Approved Investment: 6,444.80 Start date: 17/10/2018. Completion: 16/10/2019. The present project aims at developing a connector software that automates the generation of virtual catalogues so that the company can offer in its Online Store products with a wide description and with images that make the user experience richer and more complete.

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