Merchants that collect a lot of customer feedback and take the time to analyze it have most likely noticed that they often receive the same types of feedback over and over.
In this article, discover 5 customer types and how to best respond to their feedback to put your best face forward and boost your business.
Suggestion: Respond and thank the customer for their feedback, inviting them to contact the online retailer by email, and resend the email address.
If you offer the customer a discount, it’s better to not do so publicly to avoid other customers from demanding the same.
Suggestion: it is important to make fans feel good by sincerely thanking them for their feedback with personalized messages.
As proof of the quality of their services, e-retailers can display this feedback on their online store.
Suggestion: do not ignore this type of feedback. Instead, thank the customer for doing business with your store and apologize for any disappointment or inconvenience. This will show that you have quality customer service.
For example, the problem might have been the delivery service, if the package did not arrive on time. But for the customer, your online store is responsible and its reputation is therefore at stake.
Suggestion: even if their feedback is short, the number of stars they gave impacts the e-merchant’s rating. Therefore, this type of feedback is very valuable.
Here, the e-retailer can show their appreciation for the time the busy customer spent writing a recommendation, without taking up more of their time. The e-retailer can respond, “Thanks! Have a great day!“
Suggestion: it is recommended to pay very close attention to the constructive customer’s feedback. Their suggestions for improvement are worth their weight in gold for online stores. Their feedback must be taken very seriously and online stores must improve the aspects mentioned.
Added bonus: Respond to their feedback by saying that their suggestion was used and invite them to go back to the e-store. “Thank you for your feedback. We have now made it possible for the delivery address to be different from the billing address. We would love to welcome you back to our store! “
About Trusted Shops
The Trusted Shops solution helps retailers increase their sales figures by resolving their problems about trust in e-commerce. Trustbadge technology automatically collects real customer feedback, displays it in a personalized way on the website and increases their ranking in paid and free Google search results. Managing feedback conforms to NF Service procedures (AFNOR standard). The best retailers can obtain a trust mark from the European leader in e-commerce.