Published by: Fera Team

When it comes to product reviews, it's important to remember that there will always be positive and negative feedback. As a business, it's important to know how to respond to both in order to maintain a positive reputation.

Customer reviews are one of the most important pieces of feedback that an ecommerce business can receive. Not only do they provide valuable insights into what customers think of your products and services, but they can also help to improve your overall customer experience.

With Fera, you can easily manage your product reviews and respond to them quickly and efficiently right on your site.

Why customer reviews are so important for ecommerce businesses

If you’re not already paying attention to customer reviews, now is the time to start. 

They can provide valuable insights that can help you to improve your products, services, and overall customer experience. 

What’s more, they can also help you to increase sales and stand out from the competition.

Here are a few reasons customer reviews are so important

1. They Help You Understand Your Customers’ Needs and Wants

One of the best ways to improve your products and services is to listen to what your customers have to say. Customer reviews can give you valuable insights into what they like and don’t like about your offerings, what they would change, and what their overall experience has been.

This feedback can then be used to make necessary changes and improvements, ensuring that your products and services better meet the needs and wants of your target market.

2. They Can Help You Increase Sales

Customer reviews can also be incredibly helpful in boosting sales. In fact, a study by eMarketer found that nearly 70% of consumers are more likely to purchase a product after reading positive reviews.

What’s more, customers are also more likely to spend more money when they read positive reviews. So, if you can encourage customers to leave positive reviews, you could see a significant increase in sales.

3. They Can Help You Improve Your Customer Experience

Customer reviews can also help you improve your overall customer experience. This is because they provide valuable feedback that can be used to make changes and improve the customer journey.

For example, if you receive a lot of negative reviews about a particular aspect of your customer experience, you can use this feedback to make changes and improve the experience for future customers.

4. They Can Help You Build Trust and credibility

Customer reviews can also help to build trust and credibility for your ecommerce business. This is because they provide social proof that other people have purchased from you and been happy with their experience.

What’s more, customer reviews can also help to build trust and credibility with search engines. This is because search engines often use customer reviews as a signal when determining rankings.

5. They Can Help You Stand Out From the Competition

Finally, customer reviews can help you to stand out from the competition. In today’s competitive ecommerce landscape, it’s more important than ever to differentiate your business.

One way to do this is to make sure that your customer reviews are positive and that they stand out from the competition. This will help you to attract more customers and ultimately boost your bottom line.

Why You Should Respond to Your Product Reviews

Laptop Scene

Ecommerce shopping has become even more popular than ever!

It's important to respond to your product reviews, both positive and negative. By engaging with your customers, you build trust and credibility, and show that you care about their experience with your product.

When you respond to positive reviews, you thank the customer for their feedback and let them know that you're glad they're happy with the product. This is a good opportunity to offer additional support or resources, such as a user guide or FAQs.

Negative reviews provide an opportunity to turn a dissatisfied customer into a satisfied one. Thank the customer for their feedback and take the time to understand their issue. Offer a solution or refund, and let them know that you're always available to help.

By responding to all of your reviews, you show that you're committed to providing the best possible experience for your customers.

Should you respond to all product reviews?

The answer is...YES! 

If you are continuously responding to your product reviews, it shows your customers how much you care about their input and that makes them feel better connected to your brand.

Review responses boost conversion rates

Responding to customer reviews also helps to improve your conversion rates as you are ensuring everyone is satisfied with their purchase and visitors on your website will see your brand as trustworthy.

Here are some stats on why responding to product reviews is worth your time:

  • 95% of unsatisfied customers will return to a company if it manages to solve the issue quickly and efficiently.
  • People spend up to 49% more money at businesses that reply to reviews.
  • Businesses that don’t reply to any reviews earn 9% less revenue than average.

A guide to dealing with positive and negative reviews

Follow this guide to learn the best way to respond to positive and negative reviews.

How to Respond to Positive Reviews

When you receive positive reviews from your customers and post them on your eCommerce store, it will add social proof!

Positive reviews will inspire new visitors to purchase from you since they see others buying and loving your products.

  1. Reply to each and every review 
  2. Express your gratitude for their positive review and address them by name where applicable 
  3. Address any positive feedback and respond to specific details they mention 
  4. Post positive reviews and customer photos to your social media as a form of marketing using  user-generated content

Positive Reviews

Why you should respond to positive product reviews

You want to respond to your customers that leave reviews so they know that their good deed didn’t go unnoticed! At the end of the day, your customers don't have to leave you a review or give you feedback, but they did!

Responding to reviews is the perfect opportunity to start building a relationship with your best customers. At this point in your customer journey, you can turn a happy customer into a promoter or repeat customer!

Positive review response templates

Positive review response example #1

Thank you for the 5-stars! We appreciate your business, and we hope to see you again soon!

Positive review response example #2

Hi [NAME],

We are so happy to have you as part of the [your brand] family! Thanks for sharing your awesome experience with us.

We're happy you liked [insert specific thing from their review here]. Your review and satisfaction mean the world to us!

Positive review response example #3

Thank you so much for your positive review of our ecommerce store! We're so glad you had a great experience shopping with us and that you found our selection to be impressive.

We work hard to provide our customers with the best possible shopping experience, so we're thrilled to hear that we met your expectations. Thanks again for your kind words - we hope you'll continue to shop with us!

Responding To Positive Reviews

How to Respond to Negative Reviews

Now once you start asking for reviews from your customers, you may come across a few that are negative. You may be inclined to delete or hide these negative comments, but you should actually still post them and respond to them.

Posting negative reviews shows that you are a genuine brand and the way you respond to negative comments will show how much you care about customer satisfaction.

  1. Apologize and sympathize in your response to the negative review.
  2. Acknowledge the customer's concerns. Insert a little marketing in your response to the bad review.
  3. Move the conversation offline to continue it in private.
  4. Keep your response simple, short, and sweet.

Remember not to get discouraged by bad reviews as they happen to the best of us. Instead, see them as a way to learn and use that feedback to make your business even better!

Why you should respond to negative product reviews

Responding to negative reviews shows that you genuinely care about customer feedback. Also, responding to a negative review is a good way to win back a customer! 

That's because when people feel listened to and supported, they are more likely to buy again or recommend you to their friends.

Responding To Negative Reviews

Negative review response examples and templates

Here are a bunch of replies to negative feedback that you can use in your emails! 

Negative review response example #1

We’re sorry that [your product] didn’t fit your needs...[insert solution here]. Thank you for your feedback as it helps us make our product better!

Negative review response example #2

Hello [Customer Name],

Thank you for bringing this to our attention. We're sorry to hear that you were disappointed with your recent purchase. We would love to help resolve this issue for you.

Please feel free to reach out to our Customer Service team at [Phone Number] or [Email Address] and we'll be happy to assist you further.

Thank you for your continued support.

Sincerely,
[Your Name]

Negative feedback email response template #1

Hey there [Customer Name], 

We’re sorry to hear your experience with [your brand] was less than 5-stars.

Let us know if you are open to discussing your experience and letting us know how we can give you a 5-star experience, please call/email us at [contact info].

Negative feedback email response template #2

Hello,

Thank you for your feedback. We're sorry to hear that you were unhappy with your purchase. We strive to provide our customers with the best possible experience and are constantly working to improve our products and services. We appreciate your feedback and will use it to continue to improve our business.

Thank you for your support.

Sincerely,

[Your Name]

Negative feedback email response template #3

Hello,

Thank you for your feedback. We're sorry to hear that you were unhappy with your experience. We appreciate your feedback and will work to improve our service in the future.

Use Fera to respond to your reviews

Luckily with Fera, we will remind you when you reach a certain amount of reviews that you haven’t responded to yet to keep you on top of it!

With Fera, you are able to seamlessly import existing product reviews and create product review requests to gather even more. 

You are able to manage your reviews, easily respond to your reviews, and display them beautifully on your website.

Start responding to all your product reviews to validate your business and boost sales with Fera!

How to Gather More Product Reviews

Here’s a step by step list on how to gather more reviews with Fera:

  1. Add product reviews to your store
  2. Set up a review request campaign
  3. Create incentives
  4. Approve all reviews and respond accordingly
  5. Display them on your eCommerce store and post the best ones on social media

Now you will be able to build trust with your shoppers when they see product reviews on each product page. If you want to get more reviews, check out this article on review request campaigns .

If you’re not already paying attention to customer reviews, now is the time to start. They can provide valuable insights that can help you to improve your products, services, and overall customer experience. What’s more, they can also help you to increase sales and stand out from the competition.

So, make sure you take the time to read and respond to customer reviews. It could be the key to taking your ecommerce business to the next level.

Easily Request a Review Update

Fera makes it easy to ask customers to update their reviews with the new "Request Update" feature:

Request updated review

Learn more about this feature in our help docs here.

How to Display Product Reviews with Fera

Display your product reviews on your eCommerce store with Fera in 4 different ways:

Product Reviews

Product Reviews Example

Average Rating Badge

Average Rating Badge Example

Testimonial Carousel

Testimonial Carousel Example

Wall of Photos

Wall Of Photos Example

(Product review stats were taken from this blog post with a list of sources at the bottom).

Why is it important to gather and showcase reviews?

Showcasing product reviews from your customers on your eCommerce lets your customers know how popular and amazing your products are!

It's extremely important to gather and showcase reviews on your eCommerce store. 

Not only do product reviews build brand credibility, but they also boost your store's performance by inspiring customers to buy your highly reviewed products. 

Here three reasons that displaying product reviews are so effective:

  • 66% of consumers stated many online reviews make them trust a brand online.
  • 73% of consumers think written reviews are more important than star and number ratings.
  • 72% of customers won’t take any action until they read reviews about your business.

If you haven’t started asking your customers for product reviews, start today to start boosting your sales and conversion rates!

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