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Did you know that ecommerce businesses actively seeking customer feedback can experience up to a 20% increase in conversions?
Feedback isn’t just extras—they’re essential for building a strong ecommerce brand and continuously improving based on real customer insights. When you actively ask for and listen to customer feedback, you’re doing more than just gathering opinions—you’re opening a valuable dialogue.
This communication helps you to understand your customers better, identify pain points, and make informed decisions that can directly impact your sales and customer satisfaction.
But, what if you could take it to the next level and use feedback messages as an opportunity to cross-sell and up-sell products to your customers?
In this post, we’ll explore the benefits of feedback messages, how to set them up effectively, and how to use these messages to upsell and increase your conversion rates.
Asking for feedback and reviews is not only an integral part of an ecommerce brand but also ensures that you’re continually improving based on what your customers need and what they are telling you.
It is the best way to collect testimonials, create trust and credibility for your ecommerce brand. But it also serves another important purpose of offering insights into whether your customers are happy, satisfied or unsatisfied, what products they love, what needs tweaking, and how you can enhance their overall experience.
Essentially, feedback is your customers’ way of telling you how well you’re meeting their expectations, and it’s invaluable for making informed decisions that drive growth.
But, how do you effectively gather this feedback? Thankfully, today with the growth of WhatsApp and SMS as marketing channels it is easy to connect with your customers.
For example, after a purchase, you can simply send a message to your customer like, “Hey, how was your recent order? We’d love your feedback!” This personal approach increases engagement and builds customer trust.
Further, you can also use this opportunity to upsell by offering an incentive, with a response message like: “Thanks for your feedback! Enjoy 10% off your next purchase.” This simple upselling strategy not only collects valuable feedback but also boosts customer loyalty and drives repeat sales.
The ConvertWay is an SMS & Whatsapp marketing automation, that helps you gather valuable feedback and re-engage customers who have purchased from you. We help you enhance your marketing strategies and drive conversions through effective upselling and cross-selling. Here’s how you can easily set up order feedback and upsell flow with The Convertway:
With ConvertWay you can enable Feedback & Upsell automation via WhatsApp and SMS.
To enable the Feedback automation flow go to Flows > WhatsApp > Feedback & Upsell
Here set the trigger for Order Fulfilment to ensure that the customer will receive this alert only after their order is fulfilled.
Now, to trigger the flow select Delay i.e. the number of days since the customer’s order was fulfilled after which you want to send them the feedback message
For example, let’s say you want to send a feedback notification to your customer after 7 days after the order fulfillment. You can do that by selecting 7 days in the Delay field.
After enabling the trigger successfully move on and enable the first follow-up and see that we already have a pre-set message template in the Templates field
You can now select what kind of feedback options you want by selecting among the three options under the Feedback Response field.
You can also preview the automatic pre-set response the customers get after they have chosen one of the options as their feedback under the Response Text field, this is the response triggered by the feedback option chosen by the customer.
The process comes to an end once the customer submits their feedback, however, if they haven't, we have an engaging second follow-up text prepared to go!
To set up another flow you need to first select the number of days since the first follow-up message after which you think the customer should have given you feedback so after this period the second follow-up is triggered. You can select this period in the Delay field
Now follow all the steps for the second follow-up exactly like you did for the first follow-up. Then click Save and your Feedback and Upsell flow will be successfully activated!
Want to measure your customer experience? You can do it with just one simple step on The ConvertWay - CSAT score
CSAT or Customer Satisfaction Score is an important metric that helps you calculate and represent the overall satisfaction of your customers.
Calculating CSAT: Your overall CSAT score is calculated by dividing the total number of customers who are “very satisfied” (5) or “satisfied” (4) by the total number of responses received as shown in the formula given below.
Here’s what your CSAT score means
To check the performance of your Feedback and Upsell Flow go to Analytics > Review & Offer
The following information is displayed in the Reviews & Offers Analytics:
Total Messages Sent: This is the total number of notifications sent asking for Feedback.
Reviews Received: This is the total number of reviews received including all reviews from both SMS and Whatsapp
CSAT Score: This is the customer satisfaction score measured as mentioned above between 0-100
Revenue Generated: Based on the offers shared in the response to the feedback shared, this is the sum of the number of orders placed represented in revenue generated
Order Logs: This gives detailed information like the Customer name, Feedback, Order ID, Order Value and Order Date.
You can keep a check on these metrics using the Flow analytics and optimize your automation flow for better performance, maximizing your ROI.
Builds Customer Trust: When customers see you actively asking for their feedback, they feel valued and appreciated. This builds trust, making them more likely to complete purchases and return to your business.
Enhances Customer Experience: Feedback helps you understand what customers enjoy and what needs improvement. By making changes based on their suggestions, you improve their overall experience, which can lead to more repeat purchases.
Quickly Identifies and Resolves Issues: Feedback messages can reveal problems or pain points that you might not have noticed. Addressing these issues promptly helps prevent customer dissatisfaction and reduces the chance of cart abandonment.
Improves Products and Services: Regular feedback provides insights into what features or changes customers want. Using this information to enhance your offerings can lead to increased sales and customer satisfaction.
Encourages Positive Reviews and Referrals: Customers who feel their feedback is valued are more likely to leave positive reviews and recommend your business to others. This can attract new customers and boost your sales.
Personalized Recommendations: Feedback helps you understand individual preferences and behaviors. You can use this information to tailor your marketing efforts and make personalized shopping recommendations, upsell products and easily drive conversions.
Increases Engagement: Asking for feedback keeps customers engaged with your brand. This higher level of engagement can lead to more conversions and stronger customer relationships.
Provides Market Insights: Feedback messages give you direct insights into market trends and customer demands. Staying informed helps you make strategic decisions that can drive conversions and keep you ahead of the competition.
Actively seeking and listening to customer feedback is more than just a nice-to-have strategy—it might be a game-changer for your ecommerce business. By asking for feedback, you’re not just gathering opinions; you’re building trust, enhancing customer experiences, and addressing issues before they become major problems.
When customers see that their feedback leads to real improvements, they feel valued and are more likely to stay loyal to your brand. By integrating upsell and cross-sell strategies in your feedback responses, you can enhance customer experiences, build trust, and drive more conversions for your online business.
Start your journey to better upselling and customer experiences with The ConvertWay today!
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