![]() ![]() “Being able to use our fun brand voice on our review request emails definitely boosts collection and makes people excited to do those reviews,” said Houslander.Īfter optimizing review request emails, reviews collected via email increased 111.8% over the previous period, with submission rates increasing 27%. Today, the majority of MeUndies reviews come from send review requests through email. We also have simple, verified purchaser badges that let customers know that the reviewer actually does own the product.” Email review collection leads to a 218% increase in review volume “If we incentivize reviews, we also include a badge on those so customers can make an informed choice on how to approach that information. “Disclosing that is not only legally required, of course, but it also just lets customers know that this person knows what they’re talking about,” said Houslander. MeUndies labels staff reviews with custom badges so shoppers can see that a team member left the feedback. “Most of our customers read reviews before purchasing, and they expect our reviews to be extensive, cover every detail of the product, and to be recent,” said Houslander. The company also relies on staff members to leave reviews because they’re the people who know the products and services best, and can set baseline expectations for shoppers. By answering customer questions on product pages, shoppers can learn more about the product and save themselves the trouble of getting in touch with the team, which has increased conversions and decreased the number of customer service tickets employees must respond to. ![]() MeUndies has also found value in Questions and Answers. Source: Leveraging the team to inspire confidence Shoppers know that if they ever have an issue, the brand will proactively take care of it for them. When a customer sees these responses, it promotes trust and confidence when shopping with MeUndies. We’ve noticed that plenty of customers would leave a negative review and then would not reach out for help, even though their problems could be pretty easily solved, for example, if they received the wrong size or style,” said Houslander. “We’re always trying to meet our customers where they are. His job is to ensure that the MeUndies team comments align with the brand tone of voice, style, and messaging. Ross Houslander, Senior Retention Lead at MeUndies, manages the team that monitors and responds to every review. Responding to those customers demonstrates to other shoppers that MeUndies takes the time to respond and provide solutions or assistance, turning a negative interaction into a positive one. ![]() MeUndies responds to every single one-three-star review that customers leave. Once MeUndies collects reviews, it uses Bazaarvoice to moderate these reviews and provide additional service to customers when needed. To add another layer to their collection strategy, they also started collecting reviews from staff members. MeUndies also launched multiple brand-executed sweepstakes, offering customers a chance to win in exchange for their review on a product in a key category. A handy “Write a Review” button was also added to product pages. But, after meeting with Bazaarvoice about new collection strategies and best practices, MeUndies switched from a custom review request email template to Bazaarvoice’s In-Mail feature and enabled a follow-up review requests for customers who hadn’t responded to the first email. MeUndies had already been using a review request email strategy to collect reviews. Source: The right way to handle negative reviews ![]()
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