How to Get More Reviews for Your eCommerce (Part 1)

Without a doubt, the answer is a resounding Yes, by far!

 

But let's justify this answer a little more. To do this, we need to talk about two of the most important concepts for current online stores: UGC content (User-Generated Content) and Social Proof.

 

Online store reviews are, essentially, comments spontaneously generated by users themselves. And, undoubtedly, they represent the clearest form of social proof, as they are usually the first thing we consult when we are in the comparison and consideration stages within the customer journey.

I am going to give you a couple of pieces of data to fully convince you:

All this data is collected on this article if you want to delve a little deeper.

Since several of the tips we are going to give you involve sharing the URL to generate reviews, let's start with this basic step that not everyone knows.

 

You will need to create or access your Google My Business profile. It is necessary to have control over your business to perform the following steps.

 

You can enter your business profile from business or, simply, by searching for your business name on Google while logged into the associated account.

 

Locate the button at the bottom: "see my reviews". This will open the following window.

 

Here you can copy the link or share it directly on any of the channels you see highlighted (email, WhatsApp, or Facebook).

In addition to getting the link from the previous point, there is another thing that works better than you might imagine: something as simple as asking our users to leave a review.

 

How can we ask for it?

 

The simplest way is to integrate it into our regular communication channels with the client, such as SMS, chat, email, and WhatsApp Business. However, it is also possible to request it on the  phone, but it is less effective since it involves extra effort and the use of two different channels.

 

What I would like to remind you of is that we should not spam this, and to prevent it from backfiring, segment and look for the right moment to ask for the review.

 

Given what I have explained, I would not recommend that you include the link by default in all communications. However, it is good practice to ask for a review by email a few days after the product has been delivered.

If we talk about playing with timing, there is no doubt that the moment when the customer is most receptive to leaving a good review is precisely when everything has gone well and they have the product in their hands.

 

The simplest way to break that barrier between digital and physical is to use a QR code, which we are increasingly accustomed to. Print it on a cardboard card and include it inside the packaging.

 

By the way: you can also place that QR inside your physical store as a vinyl, printed on the purchase ticket, or on your business cards.

Responding to reviews is essential to build a solid online reputation.

 

Every opinion, whether positive or negative, deserves attention. Responses to reviews demonstrate that you care about customer satisfaction and foster trust in your business.

 

When responding, show gratitude for positive reviews and respond with courtesy and solutions to negative criticisms. Take the opportunity to correct mistakes, improve the customer experience, and convey an image of commitment.

There are very simple (and very useful) tools such as satisfaction surveys. For example, the classic NPS, usually represented with icons of angry, neutral, or happy faces.

 

To those customers who give us the best score, we can send the link to leave us a review (this can be automated).

 

Currently, there are online review services like Ekomi, Revi, or Trusted Shops, which have become essential tools for companies.

 

These platforms offer solutions for managing customer reviews and collecting opinions automatically.