98% af kunder consider and look at product reviews when making purchase decisions. Men ingen overraskelse der! You probably also check reviews when shopping on a marketplace like Amazon or browsing a store’s page on social media.
Generelt sagt, kunder stoler ikke på virksomheder med negative anmeldelser, or worse…no reviews at all. That’s why collecting customer feedback and working with it should be on your ongoing to-do list as a small business owner.
Læs videre for at lære, hvordan du indsamler feedback på måder, der er bekvemme for både dig og dine kunder. And take note of our breakdown on using reviews to strengthen your relationships with customers — even negative ones!
Why Is Customer Feedback Important?
Customer feedback is crucial for businesses because it provides actionable insights and perspectives from the people who matter most: dine kunder.
Collecting customer feedback allows you to gain a deeper understanding of their needs, præferencer, and pain points, which can help you improve your products or services.
i øvrigt, customer feedback is also an excellent way to build trust with potential customers. When they see positive reviews from satisfied customers, they are more likely to trust your business and make a purchase.
How to Collect Customer Feedback
Hver måned, 47% af internetbrugere worldwide post reviews about businesses. Customers are generally willing to share their opinions on a product or service to help others make an informed decision based on what worked and what didn’t for them.
Visning af kundeanmeldelser på dit websted skaber tillid hos potentielle kunder
For at udnytte kraften i kundeanmeldelser, alt du skal gøre er at gøre det så let som muligt for dem at fortælle dig, hvordan de har det.
Customers are more likely to write a review if the process is straightforward and only takes a few minutes. Udfylder 15 forskellige former, eller besvare undersøgelser med 50 spørgsmål? Hårdt aflevering.
Skyd for at lade en kunde forlade en anmeldelse på en måde, der ikke tager mere end to minutter. Men hvordan beder du en køber om at forlade deres feedback? Godt, you’re in luck because there are many different tools at your disposal to help you go from 0 til 60 anmeldelser på ingen tid. Disse værktøjer spænder i adgang, opererer via sociale medier, e-mails, SMS, og messenger -applikationer.
Send en e -mail et par dage efter, at ordren er leveret
Du kan bede en kunde om at skrive en anmeldelse i en ordrebekræftelses -e -mail. Imidlertid, de kan naturligvis ikke efterlade meningsfuld feedback, før de rent faktisk modtager deres ordre. Så ofte, de ender med at udsætte det og glemmer til sidst, at du endda bad dem om at skrive en anmeldelse.
That’s why it’s better to send a feedback request later—when you can be sure that a customer has already received their order.
Hvis du kører en Ecwid butik, du kan opsætte automatiserede e-mails til indsamling af feedback fra kunder. De viser produktet, som en kunde har købt, med en knap for at efterlade en anmeldelse. Når kunden klikker ”give feedback,” a new email window will open with the prefilled store email. Alle dine kunder skal gøre er at skrive en hurtig gennemgang og ramte send.
En e -mail med en anmodning om feedback, du automatisk kan sende ud
Som standard, this automated email is sent four weeks after the order status is changed to “Shipped.” If your shipping generally takes more or less time, du kan opdatere din afsendelsestid i overensstemmelse hermed (husk også at opdatere ordrestatus hurtigt).
pro spids: Hvis du tilføjer en rabat kupon til det næste køb, kunder vil være mere villige til at skrive en anmeldelse.
Send a Thank You SMS with a Customer Review Request
If you have your customers’ phone numbers, du kan sende dem en sms eller sms'e dem via en messenger -app.
Der er forskellige sms -marketingtjenester til rådighed for virksomheder, men det er lettest (og fri) at nå ud til kunderne via populære messenger -tjenester som f.eks Facebook Messenger, WhatsApp, eller Telegram.
Hold din besked kort, men sørg for at inkludere din butik eller dit brandnavn og et link til siden for at indsamle feedback. Don’t forget to thank customers for taking the time to leave their reviews!
Hvis du kører en Ecwid butik, du kan sende SMS -meddelelser ved hjælp af apps fra Ecwid App Market, såsom SMS -beskeder via Twilio.
Add a QR code to Each Order to Collect Customer Feedback
Customers can quickly scan a QR code with their smartphone and leave a review. Put a QR code on a business card or a thank-you note that you add to orders. Eller, udskrive en QR -kode på et klistermærke og sætte det på ordren indpakning.
Hvis du sælger digitale produkter, du kan også tilføje QR -koder til dem. For eksempel, insert it at the end of a recipe or a tutorial video.
Sørg for at inkludere en kort note til en QR -kode, for eksempel, “Scan a QR code to let us know if you liked the product.” Tell your customers about using QR codes for leaving their feedback on product pages and your business’ social media profiles.
Der er forskellige QR -kodegeneratorer, du kan bruge gratis, such as QR Code Generator, ForQRCode, eller QR Code Monkey.
Call Your Clients to Gather Customer Feedback
Denne måde at indsamle feedback fra kunder er ganske forstyrrende, men det er også effektivt. Imidlertid, hvis dit første opkald ikke gav nogen resultater, det er bedre at sende en besked i stedet for at ringe igen.
Når du taler med dine kunder, spørg dem, hvad de kan lide ved dit produkt og kundeservice. De kan give feedback om forbedring af din butik og fortælle dig om problemer med at afgive en ordre.
Monitor Online Customer Reviews
Monitor online customer feedback platforms such as TrustPilot, Yelp, or even Google Maps. People often leave reviews there even if customer feedback isn’t their primary purpose for using the platform.
Other popular customer feedback platforms include Angi, TripAdvisor, G2, and Consumer Reports.
It’s a good idea to browse these platforms and copy customer feedback to your website or take screenshots of a particularly detailed or positive review to post on your website. Including a link to the review source is also a good idea, så interesserede mennesker kan uafhængigt kontrollere disse anmeldelser som ægte.
Pro Tip: If you’d like to display customer feedback collected via emails, gennemgang hjemmesider, SMS, etc., on your Ecwid Instant Site, you can use the Customer Testimonials section.
You can choose from different layouts for your Customer Reviews section
Add a Customer Feedback Section to Your Website
Som vi nævnte i indledningen, most shoppers read customer feedback before purchasing. Sørg for, at det er lige så let at finde anmeldelser på dit websted, som det er at forlade dem.
Kissed By a Bee tilføjer en sektion til kundeanmeldelse til hver produktside i deres onlinebutik
There are customer feedback tools that not only showcase reviews and enable customer comments on your site but also streamline the process, freeing up your time. Stay tuned for an overview of the most popular feedback collection tools in the upcoming section.
Use Customer Feedback Software
If you want to streamline your customer feedback process, consider investing in customer feedback software. This type of software helps businesses collect and analyze customer feedback from various channels.
Using customer feedback software enables you to create a customer feedback loop where you collect feedback, analyze it, and then take action to improve your business.
Read on to explore a range of customer feedback tools tailored to meet your business needs.
7 Customer Feedback Tools
There are various customer feedback tools you can use to make the process of collecting and managing reviews easier. These tools can be integrated with your ecommerce platform to automate the feedback collection process and display reviews on your website.
For eksempel, if you use Ecwid as your ecommerce platform, you can collect and display reviews in your Ecwid store using the following customer feedback tools from the Ecwid App Market:
HelpfulCrowd as a Customer Feedback Tool
HelpfulCrowd is a customer feedback platform that automatically collects verified product reviews, herunder foto og video. Appen giver også besøgende mulighed for at stille spørgsmål om varer på produktsider.
Trustami as a Customer Feedback Platform
Med Trustami, du kan indsamle og administrere vurderinger og anmeldelser fra mere end 20 customer feedback platforms, Herunder eBay, Etsy, Facebook, Amazon, Pålidelige butikker, og Google Shopping.
TargetBay as Customer Feedback Software
Med TargetBay‘s customer feedback platform, you can get product/photo reviews and build forums and QA sections to better connect with customers. Du kan også tilføje TargetBay tillidsmærker til dit websted.
Automated Customer Reviews a Customer Feedback Tool
Det Automatiserede kundeanmeldelser app sends a post-purchase survey email to every customer upon product receipt.
Satisfied customers are redirected to a review site of your choice like Google, Facebook, Yelp, etc. Unsatisfied customers are directed to contact you directly via a custom feedback form to address and resolve issues promptly, preventing negative site reviews.
Smartarget Reviews as a Customer Feedback Platform
Det Smartarget Reviews app lets you gather and showcase reviews on your website, customized with your preferred colors and style. i øvrigt, you can select the feedback you wish to display, allowing you to conceal any negative reviews.
WiserNotify as a Customer Feedback and Social Proof Tool
Like other customer feedback tools, det WiserNotify app lets you showcase customer feedback on your website. Udover det, it offers a range of social proof features, such as purchase notifications, to enhance trust with prospective customers.
Trustpilot as Customer Feedback Software
Trustpilot is another popular customer feedback platform that allows you to collect and manage product reviews from verified customers. You can also display the Trustpilot trust badge on your website to build trust with potential customers.
Bruger Trustpilot app for your Ecwid store, you can automate sending invitations to shoppers for company and product reviews.
samlet set, using customer feedback tools can help streamline the process of collecting and managing reviews. These tools not only make it easier for you to gather feedback, but they also provide a professional and trustworthy platform for customers to leave their reviews.
Learn more about ways to collect customer feedback in your Ecwid store i Hjælp.
Make sure to choose a tool that best fits your needs and integrates well with your ecommerce platform for maximum efficiency. Så, don’t hesitate to explore different options and find the best fit for your business.
Should You Do a Customer Feedback Survey or Interview?
To get better insight into what your customers like and dislike about your products and services, you can run customer feedback surveys.
Common Customer Feedback Questions
Use survey platforms such as SurveyMonkey, TypeForm, or Google Forms to create and share customer feedback surveys with your clients via email, sociale medier, or on your website. These tools aid in organizing data for detailed customer feedback analysis.
Some examples of customer feedback questions include:
- What made you choose our product over others?
- What do you like most about our product?
- How has our product positively impacted your [sphere relevant to your product, like health/work/hair]?
- Would you recommend our product to others?
- Is there anything you would change about our product?
- What are some suggestions for improving our product or customer service?
Remember to keep the questions short and specific, so customers can easily answer them without getting overwhelmed. You can also provide multiple-choice options for certain questions to make it easier for customers to respond.
A customer feedback questionnaire can help you gather targeted and specific feedback to guide your decisions for improving your store. Så, don’t hesitate to ask your customers for their thoughts and opinions!
Customer Interviews for More Actionable Feedback
You can also run customer interviews with select clients to gain even more in-depth feedback and customer insights. This can involve talking to customers one-on-one or in a focus group setting.
Some tips for conducting customer interviews include:
- Have a clear purpose for the interview and what you hope to learn from it. For eksempel, you recently launched a new product and you’d like to get user feedback on its features.
- Keep the conversation open-ended to encourage customers to share their honest thoughts and opinions.
- Take note of any common themes or suggestions that come up during the interviews. These can provide valuable insights for improvement.
- Choose a diverse group of customers to get a range of perspectives. This can include new customers, loyale kunder, and even those who have had a negative experience with your store.
Remember to save the customer insights gathered during interviews to streamline the customer feedback analysis later on.
Også, thank your customers for their time and feedback and follow up on any changes or improvements you make based on their input.
Should You Reward Shoppers for Leaving Customer Feedback?
Nogle vil måske hævde, at det er en god taktik at belønne kunder for at tage sig tid til at gennemgå dit produkt. At belønne kunderne for at forlade deres feedback er bestemt fordelagtigt i de følgende tilfælde:
- Da du lige lancerede din butik, og der er bare et par anmeldelser
- When you have loyal shoppers who forget to leave customer feedback.
We recommend giving out rewards through a points program or discount coupon towards their next purchase to encourage loyalty.
I Ecwid, du kan tilføje en rabat til din Feedback Anmod automatiserede e -mails
På den anden side: post aldrig falske anmeldelser! Det er indlysende for mange informerede forbrugere, når en anmeldelse ikke er ægte, og lagerbilleder er nemme at identificere med en hurtig Google -søgning. Når tilliden er brudt mellem dig og en kunde, der har fundet ud af din falske anmeldelse, det er ikke let at reparere.
pro spids: Hvis du tilbyder en rabat for en anmeldelse, make it clear that you’re looking for honest customer feedback, not just positive reviews, og at de får rabatten uanset hvad de siger.
Sådan håndteres negativ feedback
Med 82% af de handlende specifically seeking out negative customer feedback when thinking of making a purchase, du har helt sikkert brug for et system til at håndtere negativ feedback godt. Et godt sæt retningslinjer her kan faktisk fungere til din fordel: 45% af de handlende er mere tilbøjelige til at besøge en virksomhed, hvis den reagerer på en negativ anmeldelse og gør tingene rigtige.
Deleting negative reviews seems like an easy way out, but it may look suspicious if your store has only 5-star online reviews with no complaints or negative feedback at all.
Not sure how to respond to negative reviews from customers? Ingen problemer! Hvis du modtager en negativ kommentar, der er nogle trin, du kan tage for at rette op: først, you need to figure out whether it’s an internet troll, et reelt problem, eller en misforståelse.
Sådan håndteres trolling
Trolde forsøger forsætligt at fremprovokere konflikter eller argumenter i et onlinesamfund. They intend to make other users respond emotionally, så de sender ofte fornærmende kommentarer. I dette tilfælde, there is no use starting an argument or really engaging with them at all.
What you can do is ask questions to figure out whether it’s a troll or a customer who really needs help. For eksempel: “Did we get it right…?”, “Could you elaborate on…?”, “What exactly did you have difficulties with?” Follow-up questions will help determine who you’re talking to and how to solve their problem.
Hvis der ikke er noget reelt problem, og du har at gøre med en trold, adopt a strict tone and warn them that you block users who are openly insulting without genuine cause. Then delete their messages and block them to shut out the negativity.
How to Respond to Negative Feedback from Customers
Tålmodighed, respekt, og at være villig til at hjælpe er hovedprincipperne for håndtering af negativ feedback.
Nogle gange kan folk ikke præcist forklare, hvad problemet med dit produkt eller din service er. That’s why start with clarifying questions and answer customers’ questions only after you understand their issue.
For eksempel: sig en shopper har købt en smartphone i din butik. They reach out to you saying there is a virus on the phone. Efter at du har stillet et par spørgsmål, det viser sig, at det faktisk var en række Wi-Fi-meddelelser, der generede kunden.
Du bør aldrig ignorere en kundes problem, selvom du ser, at de misforstår, hvordan dit produkt eller din service fungerer. Vis, at du er villig til at hjælpe dem. Brug tid og kræfter på at virkelig prøve at hjælpe dem med at løse alt, hvad der sker, selvom det viser sig, at det ikke er din skyld.
Gør ikke:
“Du fik det ikke rigtigt og trykkede på den forkerte knap.”
Gør:
“Jeg ved, at denne situation kan blive frustrerende eller forstyrrende. Let’s try pushing this button and see if it helps”
En kunde kan have et problem med tjenester, du bruger, for eksempel, forsendelsesudbydere. I dette tilfælde, solve the problem together and update your customer on their case. For eksempel, “We’ve reached out to the delivery service, her er hvad de fortalte os,” “Yes, ordren blev sendt til den forkerte adresse,” or “We’re going to take care of this and get back to you soon.”
Sørg for, at kunderne ikke tvivler på din kompetence, og stol på din evne til at gøre tingene rigtige, og selv utilfredse kunder kan blive til loyale kunder.
Lær mere: Sådan håndteres Negativ feedback: En praktisk vejledning
For at opsummere: Work with Customer Feedback Regularly
Now that you know how to capture customer feedback, let’s recap what you’ve gained from this article:
- Rewarding customers for leaving feedback can encourage loyalty and increase the number of reviews.
- Be honest with your customers about seeking their feedback, and clarify that you value their honesty above all else.
- Explore different tools for gathering and showcasing customer feedback; research thoroughly to select the most suitable one for your business.
- When responding to negative customer feedback, always remember to remain patient, respectful, and helpful. Clarify any misunderstandings and work towards a resolution together.
- Never ignore customer problems or shift blame onto them. I stedet, take responsibility and work towards a solution.
Med disse tip i tankerne, you can effectively manage customer feedback and use it to improve your business.
Simply collecting customer feedback is not enough; strive to analyze it and work with it. Hver anmeldelse er en mulighed for at gøre din online butik bedre og mere attraktiv for kunderne. Gå ikke glip af denne mulighed! Trods alt, by leaving online reviews, customers have already taken the time to help you along the way.
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