E-commerce Customer Feedback Tools – Reviews have become essential to buying and selling online, and customers trust customer reviews over 10 times more than descriptions or claims made by the brand itself. Reviews can also benefit a brand’s search marketing efforts, as they will often feature prominently in the SERPS, particularly for local results. They allow marketers to collect and request reviews of products and customer services. Some tools even curate conversations taking place on social media for brands to use as social proof on their websites.
Customer review and rating tools allow marketers to collect and request product and customer service reviews. Some tools even curate conversations taking place on social media for brands to use as social proof on their websites. We’ve researched five of the best customer review and rating tools so you can decide which one is best for your business. These tools have been selected to be particularly useful for e-commerce businesses.
Isi Kandungan
E-commerce Customer Feedback Tools
TrustPilot is a customer review platform, designed with the customer and their goals in mind. Businesses can use the free account option to collect and respond to reviews, but the “light” (paid) account allows you to add it to your website. Trustpilot focuses on transparency to ensure trust is built and loyalty is maintained. providing businesses with the tools they need to collect reviews. This transparency means that users trust the results, which is good for the company.
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Feefo gives you a complete understanding of your customers’ experience. It offers the ability to manage all consumer ratings and review them from its dashboard. The tool offers slightly more control over the feedback and reviews shown than TrustPilot. The dashboard lets you manage who sees what and in what format, via percentages, star rating, or text. The paid service allows you to send emails to real customers to collect authentic reviews from them.
YOTPO helps businesses generate more reviews. They claim it allows businesses to collect 9x more reviews, with its Mail After Purchase (MAP) feature. The company also claims it can generate reviews from 10% of a company’s customers simply with the use of data-driven automated emails.
Yotpo tends to generate more reviews than any other “review” site, partly due to incentives sent in the form of coupons for responding. This obviously tends to mean a slightly more favorable review, meaning you may miss out on critical feedback.
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Bazaarvoice provides a good service similar to the other tools mentioned but with additional features such as an analytics plugin and the ability to create a product sampling program and community. Its price is a slight deterrent, however the available analytics could make it worthwhile. Additionally, the ability to respond to product reviews is an incredibly simpler and more efficient process.
Reevoo provides an honest, unbiased and trusted review platform to some of the largest global brands. Reevoo is a fairly standard review site, with simple functionality and additional data and reports that can be pulled through the easy-to-use dashboard. The ability to review all user ratings and reviews from one dashboard is helpful.
This free 8-page guide explains our infographic and shows the 150 different marketing tools divided into 35 key areas. .
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Rob Allen is Marketing Manager for Numiko, a digital agency that designs and builds websites for targeted organisations, such as Science Museum Group, Cancer Research UK, University of London and the Electoral Commission. Rob was a blog editor at Smart Insights from 2015 to 2017. You can follow Rob on LinkedIn.
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Setting Goals for Digital Marketing Setting the Right Goals for Digital Marketing Using 5S Does your set of online marketing goals cover all the bases? A good set of digital marketing objectives covers a number of different measures to help set up, review and… Customer service is becoming increasingly important in today’s competitive online landscape. Due to the Covid-19 pandemic, people’s expectations have increased, so now consumers are looking for a seamless shopping experience.
In fact, over 70% of them say they would change companies even after just one instance of bad customer service!
It’s no surprise that companies that don’t solve customer problems as quickly as possible or that don’t try to understand what they expect and want risk losing trust, thus having little chance of long-term success.
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But luckily, there are many excellent ecommerce customer service automation solutions to optimize customer experience, streamline operational processes, and make them more cost-effective.
Read on to learn more about these tools and how they can help your business excel at providing support and improve customer satisfaction.
In the era of the demanding, empowered customer, more and more organizations are using customer support tools to automate customer service processes and encourage greater brand-customer interactions. This helps businesses build trust, increase customer loyalty and therefore increase revenue.
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People want to connect to the customer service team through every channel possible, from more traditional phone calls to emails, SMS and Messenger, and actively participate in the purchasing processes, from payments to purchase to delivery.
As a rule, the more communication channels your company can offer to support your customers, the more advantages you will have over your competitors.
E-commerce has seen explosive growth in recent years, especially after the onset of the pandemic, when online sales saw a 76% increase year-over-year.
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Customer service is an integral part of any company that offers products and services online, where people cannot physically see or touch the items, so it has a direct impact on the company’s reputation and sales.
Excellent customer service first and foremost presupposes the ability to cope with the increasing volume of objections, requests, orders and growing customer expectations, which are usually the result of increased competition in the market. As a result, you get satisfied customers who have fewer complaints and give you a positive Net Promoter Score, better word-of-mouth marketing and organic sales growth.
That’s why as soon as you choose your ecommerce platform, you should leverage customer service tools to improve and automate the support you’ll provide to your customers at all stages of the buyer’s journey.
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Customer service software tools specializing in e-commerce often provide features such as order management, customer data collection, ERP integration, or marketing solutions that improve cooperation and communication. This helps increase conversion rates and increase customer loyalty.
When it comes to choosing your customer service tool, there is no one-size-fits-all solution; Different services will provide you with various features, so you should pay attention to the ones that correlate best with your needs. However, there are some specific things to consider before you start your search.
We’ve listed the top five ecommerce customer service tools that integrate with large ecommerce platforms, like Shopify or BigCommerce, and have other features to improve ecommerce, in general, and customer service, in particular.
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It caters to various industries and offers products related to customer service, sales, and other customer communications. Zendesk comes with a wide range of features and integrates with almost every ecommerce-related app and platform in the industry.
By obtaining Zendesk licenses, businesses gain access to a full suite of customer service and sales tools, improving their ability to connect with customers every step of the way.
No wonder it is used by large companies like Shopify, Tesco, Uber or Netflix, providing a full range of solutions covering all customer needs at every stage of the customer journey.
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Zendesk integrates with all major e-commerce players such as Shopify, Magento, BigCommerce, WooCommerce, plus many other apps and solutions across different industries.
Zendesk offers separate subscriptions for businesses and enterprises, with the basic basic support plan starting at €19/month for essential support for email, Facebook, and Twitter. The most popular plan costs €99 per month, while large companies can opt for a customized business plan. All standard plans offer free trials.
Additionally, Zendesk has a special offer for startups: they can get the tool free for six months.
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Gorgias is a well-known customer support software customized explicitly for e-commerce stores. Although it started out as a Shopify app, it has since expanded its reach by integrating with many other large ecommerce platforms like BigCommerce and WooCommerce.
Gorgias’ motto is to help independent e-commerce brands deliver excellent customer experiences and provide exceptional online customer service, this cloud-based helpdesk solution helps businesses solve their customers’ problems by extracting data from interactions , past orders, payments and refunds.
It also syncs with widely used social media platforms, such as Facebook and Twitter, making communication with consumers extremely convenient.
Best Customer Service Tools For Your Business
The tool integrates with all the big e-commerce platforms like Shopify, Magento, BigCommerce, WooCommerce and other online business apps.
Its basic plan comes in at $60 per month, that’s why it’s like that
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