Matt Eames of Feefo.com explains how eCommerce companies can harness the power of customer feedback to improve their business’ communications and reputation.
Please tell me about your business
Feefo is a customer feedback system for online businesses across the globe. We only invite genuine customers to leave reviews about our members, which means there can never be a bogus review submitted.
This helps businesses to see where their strengths and weaknesses lie, and for consumers to gather a truthful view about the company which gives them confidence to buy.
Who is the product aimed at?
Any business who is customer focused and wishes to grow from feedback.
What are the benefits of using it to an eCommerce business?
Increased web traffic (by as much as 40%) through the use of Gold Stars in Adword Campaigns. Increased conversion (by as much as 23%) through product ratings and reviews on pages. Our clients also tend to get fewer returned goods, improved customer loyalty, enhanced SEO through user generated content and a valuable business insight to performance.
How much does it cost?
We have three prices based on the number of orders a company makes each month:
£99 for up to 200 orders
£299 for up to 1,000 orders
£499 for an unlimited number of orders
There is also a project commencement fee, which covers things like integration, development, set up, training and support and this starts at just £99.
How does it work?
When you make a sale the data is submitted to Feefo and we send the customer an email after they’ve received the goods inviting them to leave a rating and review.
They can click either ‘excellent/good/poor/bad’ and leave a comment. You show the ratings and reviews on your site to increase sales conversion and enhance your SEO. Finally, we submit your service reviews to Google who show them as Seller Ratings with stars.
Take me step-by-step through how I buy and install it
Members sign a 12 month agreement and either send us sales data on a template or set up an automatic transfer. We build their account up on Feefo.com, send sample emails to sign off and start to gather feedback.
Once they are happy with the process and have enough reviews they can integrate the comments in to their own sites. There are pre-formatted API’s to do this with or they can make up their own designs. All new reviews are then automatically updated on their site as they are submitted.
What do I need to do once it is set up?
Companies should embrace the reviews by responding to customers to put right any problems. By learning and adapting from the feedback provided they can develop better businesses.
Is there anything else I should know?
You can try Feefo completely free of charge by signing up to our free trial at www.feefo.com. We take recent historical sales data and set up one campaign to email customers to ask for feedback. Nothing appears on your site and you can respond to anyone you wish.
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