Customer reviews on e-commerce sites can be a two-headed monster. On the one hand, putting them into place on your website can take a long time. However, allowing potential buyers to see reviews, on the other side, usually boosts your overall conversion rate.
There’s also the issue of customer reviews. Should you accept bad product reviews on your site and risk offending potential customers, or should you only allow positive reviews and appear dishonest? Difficult question, right?
It would be best if you had reviews on your website/product pages, regardless of the technique you use. Having 50 or more reviews per product can enhance your conversion rate by 4.5 percent.
You should display product reviews on your website if you don’t already.
Let’s take a look at why e-commerce customer reviews are so crucial, as well as some best practices for putting them in place.
What is the conversion rate?
To figure out your Shopify conversion rate, you’ll need to know how many unique visitors your business has had and how many conversions it has received. To figure it out for yourself, divide your conversions by the number of visitors. Then, multiply that number by 100 to get a percentage (indicating how many conversions you may expect from 100 visitors).
Shopify determines your conversion rate for you automatically, and you can see it in your store’s Analytics dashboards at any time. In addition, the widget divides your conversions into three stages, allowing you to view how many visitors came to your shopping cart, checkout, and thank you pages.
The conversion rate dashboard widget displays data for a given period. Alternatively, you might track the growth of your Shopify conversion rate over time. You’ll need to look at the “Online Store Conversion Over Time” report for that.
This report is an excellent method to keep track of the effects of any store changes you make. However, keep in mind that conversion rate is influenced by various things, such as the quality of your traffic and the products you’re selling.
What is a standard Shopify conversion rate?
According to research conducted in June 2019:
- For Shopify store owners, the average mobile conversion rate is 0.9 percent.
- A store with a mobile conversion rate of more than 2.2 percent is in the top 20% of all Shopify stores.
- For Shopify store owners, the average desktop conversion rate is 1.4 percent.
- A conversion rate of over 3.1 percent on desktop indicates that a store is among the top 20% of all Shopify stores.
What is the importance of eCommerce customer reviews to get the higher conversion?
What’s one of the first things you do when comparing products on Amazon? You consider the number of reviews the product has received and the average rating of those reviews. The plain truth is that when it comes to purchasing decisions, I rely heavily on reviews. Most customers won’t even consider purchasing if there aren’t any product reviews available.
I also believe that reviews are more reliable than the seller’s copy. After all, the reviewers share their genuine thoughts on the product with no hidden motives in most situations.
Customers value reviews, according to research. According to a study by the Spiegel Research Centre, nearly 95 percent of buyers are satisfied with their purchases. Furthermore, products with five ratings convert at a far higher rate than those with no reviews.
According to the report, the relevance of reviews increases as the price of a product rises: According to my findings, when reviews for a lower-priced product were published, the conversion rate improved by 190 percent. The conversion rate increased by 380 percent for a higher-priced offering.
When customers look for reviews elsewhere, the brand loses control of how the product is presented and specifics such as product specifications, main features, etc. It also usually means that instead of purchasing straight from your eCommerce store, the customer will buy the product from the website where they found the reviews and answered their queries.
How to Get Customer Reviews on Your Product?
Getting customers to evaluate your product is challenging, but each review has a significant return on investment. Here’s how to convince your customers to write product reviews:
Sending Personalized Messages Using Tools
Personalization is a crucial aspect in attracting customers’ attention. You now have various options that can help you filter clients based on their purchases and send them personalized emails, unlike in the past. This is very useful when sending emails after a purchase has been made. Analytics and reminders are among the options available, and they can assist you in segmenting your clients and reminding them to finish their product reviews.
The greatest option for this is Reviewbit’s WhatsApp review gathering tool, which can help you better manage your review system. These tools assist you in increasing consumer engagement, resulting in more conversions and traffic to your Shopify store, as well as enhancing your store’s reputation.
Obtaining Feedback and Reviews Through Social Media
Customers have turned to social media as the most significant forum for expressing their opinions about your company. Because of the potential influence on their business, many online retailers are forced to respond to client concerns and ideas.
While this is true, you may use social media as a great platform to get product reviews from customers. For example, you may measure your customers’ opinions about your product and ask them to vouch for you on social media using sentiment analysis tools like Facebook Insights, Tweet stats, and Hootsuite.
Reviews and ratings help you and your customers develop a solid community. It’s critical to build your brand among your clients and make purchasing decisions easier for them. Setting up a reliable review/rating system is essential for this.
When you make the entire purchasing process straightforward and enticing, you increase the likelihood of turning visitors into clients. Furthermore, you don’t lose consumers just because they are unaware of or confused about your items.
Make It Clear
Your review buttons should not be hidden. Make it clear on all of your product pages so that customers can easily compare and review your products. Take a peek at Kiddicare’s product page for more information.
Customers gain confidence when they see the ratings and reviews related to each product on your product page. In addition, customers don’t have to waste time browsing for what’s great on their site because they offer a dedicated section for viewing top-rated products.
The importance of quality and trustworthiness
Quality and credibility are significant factors in online product reviews. Customer evaluations that are well-written, detailed, and considerate will assist them in making an educated purchase decision. Short evaluations with little content, on the other hand, are unlikely to persuade a customer to buy.
Balanced reviews tend to be the most effective—those that appear to be the most genuine. As a result, customers seem to be satisfied with the product, but not if it is the best item they have ever bought. In other words, no one expects a product to be perfect, and customers will assume that something is wrong if it only has lovely, five-star reviews.
Your goal is to get detailed reviews that go beyond “5 stars – excellent product.” There’s one more item to think about: Grammar and spelling are essential when it comes to reviews. In a recent study of hotel bookings, room bookings increased when customer reviews were well written with good grammar, whether positive or negative.
Customers making purchasing decisions care about the quality of the review. So another reason to work hard to get positive reviews is that it will aid your overall SEO efforts.
How to Deal with Negative Reviews
Negative reviews will inevitably appear occasionally; it’s just a part of doing business online. However, it’s how you respond to bad feedback that can make all the difference.
First and foremost, take note of what they have to say. Criticism can be a valuable tool for learning. Examine and improve your product. Examine what your clients aren’t happy with and how you might start to fix it. Negative evaluations, believe it or not, can be beneficial to your company.
Second, accept the negative feedback. Yes, it’s tempting to remove them, but resist the urge. The truth is that if all of your site’s reviews are favorable, you’ll lose credibility with clients. Customers will not believe you or your items are perfect since nothing is. They’ll be skeptical if they don’t see a single unfavorable review.
According to Broadly, when shoppers see a mix of good and unfavorable reviews, they are more likely to believe them.
It’s critical to approve only negative reviews from verified buyers. What’s to stop your competitors from going to your site and submitting a slew of negative reviews if you don’t have a system in place to validate reviewers? Third, professionally reply to inadequate evaluations. This does not imply that you must always provide a complete refund.
It simply means that you must show genuine interest in the issue and make a good-faith effort to resolve it. In addition, you want to demonstrate to clients that you truly stand behind your products and take customer complaints seriously.
Fourth, express gratitude for the positive feedback. If a consumer takes the time and trouble to send you a positive review, you should thank them and acknowledge their efforts. Wouldn’t you thank someone who said to you in person, “I appreciate your items and tell everyone about them?” Treat your internet customers the same way you treat your offline customers.
Customer reviews are more important than ever before in an age of many options. They serve as social evidence, demonstrating that your items are reliable and likely to be worthwhile purchases. They enhance your website’s overall user experience, increase conversion rates, and benefit your SEO efforts.
Safeeda M.S., the content marketer of reviewbit and a Certified digital marketer, also works on SEO, SEM, and social media marketing. Reviewbit helps eCommerce merchants to offer post-purchase customer engagements using social messaging platforms like WhatsApp. Send an automated review request through instant messaging platforms that allow merchants to collect reviews from each order.