Before going into the main topic of our Ratings and Reviews platform, let us rewind a little bit. E-commerce platforms are growing exponentially, and with their increasing demand, people are getting more comfortable with online stores. Moreover, given the world’s crisis, the e-commerce world gained popularity among all the parts of the world. According to a report, e-commerce’s share of global retail trade went from 14% in 2019 to about 17% in 2020.
The companies with a digital presence continued to benefit the customers. In contrast, the companies behind the latest technological advancements faced a significant loss of their businesses during the crisis. With the growing importance of an online retail platform, keeping up with the customer’s needs and requirements is an additional challenge. The customers need to voice their concerns and feedback, so they are heard and valued.
Ratings and Reviews Platform
We are aware of the importance of a review platform for any e-commerce site. It is a primary goal to keep up with what customers are looking for in a product or service when making a purchase. Products with reviews are 270% more likely to be bought than a product without, according to Speigel Research Centre (2017). Small Business Trends (2017) shows 83% of job seekers use reviews to support their decision on which companies to apply to. Also, 84% of the patients use online reviews to evaluate physicians before scheduling appointments.
Let’s suppose you went to an online store and bought a guitar, and the guitar was not only in great condition but also the delivery was timely made. The team asks you to leave a review on their commerce platform, and you, as a satisfied customer, go back to the store and leave a review applauding the service the store provided you. Leaving a review is what makes an impact in the commerce world. A positive rating and a good review will impact the sales positively and make you look trustworthy. According to a study, having a Ratings and Reviews platform increases customer engagement, and solid customer engagement can increase the revenue to up to 23%.
Hence, we provided our customers with a Ratings and Review platform for their commerce platform to give feedback and rate the service they are provided. In addition, we are continuously improving the functionality to make reviewing easy and efficient for your customers.
Let us look at the main features of the platform one by one.
Fully Customizable
Our platform is completely customizable for the customers to add aspects so a product can be reviewed, and the scales set for those ratings. Aspects can also be grouped based on similarities. Aspects are specific to the product and vary for multiple products and services. For example, aspects to review a mattress could be “comfort,” “quality,” and “usability,” and you can set the scale from 1-5 stars or 1-10 as your requirement.
Pending Client Moderation
Customers can sometimes leave inappropriate reviews on a product or service, such as foul language or unacceptable content. Our moderation feature allows the client to approve or reject a customer review based on its content. This feature helps you filter out the reviews that you select to publish and the reviews you reject. Your moderators will be notified about a new pending review via email (if setup). We also support the reviewed version, so the public will see only the latest approved review while a review is modified.
Responses for Reviews
A customer that submits a review needs an answer to his submitted review from a customer representative, such as a question asked, or a positive or negative response submitted. Our platform allows you to respond to a customer’s review.
Media Rich Platform
Images are an excellent way for customers to support their reviews. The Ratings and Reviews platform that we offer supports media. Images can be attached to reviews and responses for customers and client services representatives.
Questions and Answers
For any e-commerce platform, a customer always requires an interactive platform where questions can be asked, and answers can be provided. In addition, people often want to submit queries on an e-commerce platform and have their queries answered by someone with a detailed knowledge of a product or service they will buy. Our platform allows that dialog between the customer and representative.
Question Groups
A question group is a group of pre-defined questions that the customer can ask while creating a review. Along with these questions is a set of pre-defined answers that the customers can give in response to those questions. For example, “how is the quality of a product?” And the pre-defined answers could be “good,” “bad,” or “satisfactory.”
Voting on Reviews
Reviews are interactive and can be voted up or down by other customers. The voting affects the order of displayed answers, while answers provided by the support team are displayed higher.
Multi-Site Support
If you have more than one business site and you do not wish to manage everything separately, our multi-site support feature has got you covered. Most settings can be shared on the business level, and reviews and questions are managed using just one dashboard.
Data Migration
We provide a custom import for your existing data source. Once you move to UpStart Commerce, you won’t lose your old review data or questions and answers.
Conclusion
Having a customer interactive platform impacts your sales directly. People always tend to choose their businesses based on word of mouth. Our feature-rich Ratings and Reviews platform keeps you informed about what your customers want and help you gain new customers. Check out our website and UpStart Commerce Platform benefits for more information.
