As an eCommerce retailer, positive customer reviews are essential to building your brand and driving sales. Online shoppers rely heavily on customer reviews to make informed purchase decisions, and a high volume of positive reviews can help to establish your store as a trusted and reliable source for products.
You can boost the amount of positive reviews you receive by using post-purchase communications software like Scurri Track Plus, and by following the below ten tips.
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1. Provide exceptional customer service
The first step to boosting positive reviews is to provide exceptional customer service. This means ensuring that your customers have a positive experience every time they interact with your store. Respond promptly to customer inquiries, offer helpful advice and recommendations, and go above and beyond to resolve any issues that arise. In a recent study of 1,000 UK consumers carried out by Scurri and IMRG, 53% of consumers mentioned poor customer service as their no.1 reason for leaving a bad review.
2. Ask for reviews
Don’t be afraid to ask your customers for reviews. After a customer makes a purchase, follow up with a personalized email asking them to leave a review on your website or on a third-party review platform like Yelp or Google Reviews. Make it easy for customers to leave a review by providing links and clear instructions.
For example, with our post-purchase tracking software Scurri Track Plus, you can easily request reviews from your customers after they’ve had a positive experience.
3. Respond to reviews
Responding to reviews, both positive and negative, shows that you value customer feedback and are committed to providing excellent service. Take the time to thank customers for their positive reviews and address any concerns or issues raised in negative reviews. This can help to turn negative experiences into positive ones and demonstrate your commitment to customer satisfaction.
4. Offer incentives
5. Prioritise packaging and presentation
6. Offer flexible delivery options
Offering flexible delivery options can help to enhance the delivery experience for your customers. Consider offering expedited shipping for customers who need their products quickly, or offering free shipping for orders over a certain amount.
If you need more delivery options, Scurri can help as we have over 1,000 carrier services. Find out more on our Carriers page.
7. Provide real-time tracking information
Provide customers with real-time tracking information so they can monitor the progress of their delivery. This could include sending tracking information via email or SMS, or providing a tracking link on your website. This can help to keep customers informed and alleviate any concerns about delivery times. You can even include personalised discounts within these messages – in a recent study of 1,000 UK consumers carried out by Scurri and IMRG, 60% of consumers mentioned that they are attracted to personalised discounts in post-purchase emails.
8. Provide helpful resources
9. Send delivery notifications
Send notifications to customers when their package is out for delivery, and when it has been delivered. This can help to ensure that customers are aware of the delivery status and can arrange to receive their package. It also provides a sense of reassurance and transparency that can lead to positive reviews. Our post purchase communications tool Scurri Track Plus sends branded tracking emails – giving you full control of the post-purchase experience.
10. Follow up after the purchase
Follow up with your customers after they make a purchase to ensure that they are satisfied with their experience. Send a personalized email thanking them for their business and asking for feedback. This shows that you value their opinion and are committed to providing excellent customer service.
Overall, if you prioritise customer experience, ensure communication is maintained at every step of the post-purchase experience, and cleverly nudge customers through personalised communications, you’ll soon see that five star review count soar.
Boost Reviews with Scurri Track Plus
Our post-purchase communications tool Scurri Track Plus helps retailers boost reviews, increase loyalty and reduce WISMO queries by sending branded tracking emails.