With e-commerce reaching new highs in turnover and customers every year in Portugal and the rest of the world, a multitude of new terms have entered the vocabulary of consumers and digital businesses, some of them with a profound impact on the sales process and, consequently, on the vitality of the business.
One of these terms is review or, translated into Portuguese, a customer satisfaction assessment.
What are reviews?
In practice, a review is the customer's assessment of customer service, product quality or payment methods made available to you during the purchase process in an online shop or Marketplace.
These reviews, written and more or less well-founded, are usually.., accompanied by an evaluation following a system of stars (from one to five stars) or scores (from 1 to 5 or 1 to 10) where the lowest score or one star corresponds to a poor shopping experience and the highest score or five stars corresponds to an excellent process.
Since this evaluation is visible to all consumers and is used to optimise the positioning of the online shop/marketplace in search enginesis extremely important for the reputation of your online business and its ability to attract and retain customers. building customer loyalty.
According to a recent study by NewVoiceMedia, More than half of the consumers surveyed (58%) said that they would not buy again from an online shop/marketplace that provided poor service or did not meet their expectations in terms of customer service, site navigability, product quality and means of payment. online payments made available.
If we add to these conclusions those reached by DECO and where we can see that in the hotels and restaurants category, 39% and 32% of consumers, respectively, said they were very influenced by reviews, it's even easier to realise that consumer opinion has a strong impact on the profitability of your online business, whether you sell through a professional shop or without a website.
How to get positive reviews from your customers?
The best way to get positive reviews from your customers starts with value the opinion of your customers by using their criticisms or suggestions as a kind of manual for improving your service of your online business.
Among other things, as well as responding as quickly as possible,
- bet on a more personalised and efficient customer service 24 hours a day, seven days a week;
- invest in a simple and informative design for your online shop so that all products and services are accompanied by all the essential information for the customer, thus reducing the number of requests for clarification;
- offer free return programmes.
To this, try to add clearly visible evaluation buttons that encourage the customer or potential customer to leave reviews. In this field, the button can, for example, redirect the user to a specific page where they can leave their comment and their email address, which can be used by your business to engage in closer and more personalised communication, as well as to send newsletters with news and promotions.
Particular attention should also be paid to online payment methods that you make available to your customers, as this is a dimension that is often emphasised in the most negative reviews and can be the difference between an empty trolley and a sale.
In order to reduce friction in the process of checkout (checkout with payment) and thus avoid negative reviews, it is important that the online payment solutions that you make available to your customers are not only aligned with consumer needs and habits, but also with the characteristics of your business.
Given the importance of this issue for the invoicing of Portuguese online businesses, REDUNIQ has developed two online payment solutions: the REDUNIQ E-Commerce and REDUNIQ@PaymentsThe best way to maximise the benefits of online shopping is to have a website that adapts to the nature of your business and the desires of consumers when they shop online.
Whilst REDUNIQ E-Commerce is a payment solution that allows your professional online shop to accept online payments in Portugal with Visa and Mastercard debit and credit cards from all over the world with no membership costs or monthly fees. REDUNIQ@Paymentscreated with businesses that sell online without a website (via social networks or marketplaces) in mind, it is the turnkey solution that will allow you to receive payments online by e-mail, SMS, WhatsApp, ATM reference or MB WAY with Visa and Mastercard without having to worry about membership costs, fixed costs, monthly fees or integration.
Once payment has been made, encourage your customers to leave a review of their shopping experience on the site itself or via email.
As for after-sales, make sure that any recommendation or complaint is welcome and will serve to improve the customer experience. Resolve the problem quickly and notify the customer immediately with this information, taking the opportunity to inform them whenever a service improvement is made.
