Until recently, an unhappy customer was somewhat limited in their ability to express negative opinions about the company out loud. Since the arrival of popular review sites, it has become easier and more comfortable to listen to customers and respond to online reviews.
It is pretty common for e-commerce merchants to offer customer service solutions like live chat on their websites, but it is not enough to simply feature a live chat call-to-action (CTA) on the landing page. In fact, a recent Moxie Software survey reveals that 72 percent of respondents want brands to proactively engage with them online – especially when they are struggling on a website. Because of this, merchants should optimize their proactive chat strategies for better consumer engagement.
For instance, retailers could set a proactive chat trigger for customers who have loaded up their carts with products and have a significantly higher shopping cart value than the average customer. By launching a proactive chat in this situation, customer service agents can answer any questions and help guide the customer toward completing the sale rather than abandoning their cart.
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We recently introduced a set of improvements to the free Google Trusted Stores program that make it easier to apply and offer more benefits to boost shoppers’ confidence across the web.
Since user-generated content (UGC) is seen as a more trusted source of information than content that brands create, Web retailers need to continue to learn how to harness UGC, reviews in particular, to improve conversion, customer lifetime value and other revenue-driven metrics.
More specifically, today’s Internet merchants need a system in place for acquiring, managing and promoting product reviews.
With dozens of modules and extensions available, modern e-commerce platforms have a plethora of options to help merchants generate more reviews, whether it’s through follow-up emails, displaying the reviews or some other important function.
