Boost Customer Confidence With Ratings & ReviewsBy James Barnes, February 28th 2019
More people are continuing to discover the opportunities the ecommerce industry can give them. It's now more important than ever for you to stand out from the crowd, and one way you can do this by improving your seller rating and reviews.
Importance of Ratings and Reviews
Ratings and reviews are vital; whether they're on marketplaces like Amazon and eBay or independent platforms like Google and Trustpilot.
Online reviews have been shown to impact 67.7% of purchasing decisions. (1)
Reviews can be very powerful. They can convince people to buy your products, influence on-the-fence buyers and increase people's confidence in your ability but, they can also have the opposite effect too – depending on your reviews.
Sellers with higher ratings on marketplaces are seen in a more positive light. Their products are pushed further up the search result, boosting the exposure of the business and this could generate them more sales. Having a high seller rating could be your strongest asset.
Seller ratings are also based on the order being updated once it has been shipped and with the correct tracking details – Despatch Bay can save you a job and complete this for you, automatically.
There are lots of benefits to having more positive ratings and reviews, a greater social proof is just one.
97% of consumers read online reviews before making a buying decision in 2017. (2)
More reviews show credibility, which in turn increases peoples' trust, and the reviews will be more convincing. For example, an overall 4-star review based on 300 reviews looks better than a 4-star rating based on 3 reviews.
Find out what our customers' have said about us.Read Our Reviews
Ask for Ratings and Reviews
So we know why reviews are important, but how do we get them?
Are you likely to leave a business a review if you're not asked? Or would you only leave a review if you've had a bad experience?
If you're anything like me, you won’t be likely to bother. Personally, however, if I see a friendly email land in my inbox or read a wholesome request from a packaging insert, I’ll feel more inclined to do so.
Asking for feedback is the perfect time to test your persuasive language skills, but there are a few things to consider first.
If you're asking your customers for reviews, make sure that they're 100% happy. Give yourself the chance to address any concerns they may have before asking for a review – you don't want to seek a negative review.
“To be persuasive, we must be believable, to be believable, we must be credible, to be credible, we must be truthful.”
— Edward R. Murrow – American broadcast journalist and war correspondent
Simplify Your Review Process
Having a simple review process is as much for your customer's benefit as it is yours.
If your customer is faced with a long and complicated process, they probably won't leave you a review – the whole process, from start to finish, needs to be as short as possible.
As for you, asking for reviews doesn't have to be a manual process, there are a few systems out there that can do this for you. You'll need to research the best platform for you, Trustpilot and Seller Labs could be a good place to start.
But, one thing's for sure, seeking reviews is a task that needs to be maintained. Some customers will only consider recent reviews; if your most recent review is dated last year, it could influence their buying decision.
Link your customers to the platform you want them to leave a review on; you can be tactful about this too. For example, think about how the review can benefit your business. Does your business on Google have a few pesky 3 stars from a few years ago? Push these further down the pile with more recent 5 stars. Is your primary sales platform Facebook? Push your reviews on here then – boost those sales a little more!
Receiving Negative Feedback
It's impossible to please everybody, you're going to receive the odd negative rating and review but use this to your advantage.
They may have a point – ask for more details and take the time to review it. Could you improve that area of your business, or was the situation out of your hands? As long as you reply in a professional manner and you're looking like you're willing to rectify the issue, a lot of people understand that sometimes, things do just go wrong.
Your products and service are top-notch, now it’s time to start gathering some reviews and ratings with your new-found knowledge to prove it. Best of luck.
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