How Can Customer Feedback Improve Your WooCommerce Store

Every time we buy an online product, the first thing we do after deciding what to buy would be checking out the reviews and customer feedback. It can be product images, types of problems faced with that product, and sometimes when it is an extravagant product, we even enquire about it from a person we know who bought it.

A large part of the final decision of that product purchase depends on those reviews and customer feedback. They are a crucial aspect of marketing and an online store’s branding.

So, as a WooCommerce store owner, you cannot just ignore customer feedback or reviews, especially when they can effectively help you improve the entire customer experience and revenue.

What Is Customer Feedback?

Customer feedback is the information provided by your clients about a product or a service, their overall experience of its working and support, and their opinion for the betterment of the same.

This discloses the customer satisfaction and the ways to beneficially refine it. It will aid you to adjust and communicate in accordance with the needs of your customers.

Customer feedback and sales go hand in hand. In order to get increased sales, you need to focus on customer satisfaction and make it a tool for gaining trust and loyalty. There is no power better than a word-of-mouth marketing strategy.

It drives $6 trillion of annual consumer spending and accounts for around 13% of consumer sales. Word-of-mouth impressions result in 5x more sales than paid media marketing impressions.

People will always believe in the experiences of other users over the assertions of any WooCommerce store owners. They are bent on considering a recommendation from a friend or family. And just as they receive recommendations, they too can do the same if your service or product appeals to them.

This jump to section will show you the brief idea of what we are about to discuss:

Why Is Collecting WooCommerce Customer Feedback Important?

Considering the importance of customer feedback and the enormous share of WooCommerce as an eCommerce platform, it becomes even more crucial to listen to your customers.

WooCommerce customer feedback is one such thing that has all positive effects on your store. It does more good than any potential loss(only if you are attentive to your customer service and product quality). It gives an opportunity to the customers to tell their buying story about the product, providing credibility to brands.

The importance of customer feedback :

• Customer engagement
• Understanding your clients
• Getting referral, reviews, and testimonials
• Assess and get things done in a better way
• Improvement of corresponding service or product

Statistics That Prove the Value of Customer Experience

More than a bugbear, we can analyze the need for customer feedback for the good of your WooCommerce store. These authentic statistics and facts can surely amaze you and compel you to focus on it:

• About 92.4% of B2B buyers are plausible to purchase after reading a positive review.
• According to BrightLocal, 85% of consumers trust online reviews just as personal recommendations.
• Womply says, people spend 49% more on businesses that reply to their reviews and the businesses that reply to at least 25% of their reviews record 35% increase on their average revenue.
• Spiegel Research Center found out that reviews on expensive products increase conversion rates by 380%. A product with a minimum of five reviews has 270% chances of purchase than one with no views.

• Testimonial Engine determined that 72% of customers won’t shop unless they go through its reviews.

How Can Customer Feedback Improve Your WooCommerce Business?

With an era of information overload, an excuse for bad customer experience is difficult to afford. After the well-established need for customer feedback, we need to be aware of how it can boost your WooCommerce store.

1. Decreasing Customer Acquisition Cost

Customer acquisition cost is the overall cost to finally acquire a customer that includes all the shipping, storing, and producing value. It is important to have a positive CAC for the success of a WooCommerce store. It is also one of the greatest challenges to lower this acquisition cost.

And where optimizations and channel diversifications cost you enough, WooCommerce customer feedback comes in to yield the highest with almost no cost and only effort.

When you know your ideal customers and provide them with an exceptional experience, they continue buying from you. They are most likely to give positive reviews, even when they mention a problem with your product.

They provide you data for solving their own problems with no extra cost. Since you understand the segment of customers, you can update your solutions on marketing channels and your website for better communication.

Voila – additional customers at affordable prices!

2. Shows That You Care

When you acknowledge and listen to your customers, it reflects that you value them. This increases your customer retention rates and adds to your positive customer experiences.

So, you can easily tailor your services in response to customer feedback. Just as you may offer a sample product of a newly launched item, you might as well appreciate your customers for giving feedback.

3. Increases Online Conversions

When you focus on optimization of your website and WooCommerce store services through customer feedback, you successfully increase your conversion rates.

The average rate of WooCommerce conversion is 2.86% and even if you manage to raise it up to 4%- 5% through WooCommerce customer feedback, it could easily amount to enough revenue.

4. Provides Competitive Advantage

The WooCommerce business that pivots on the best customer experience is destined to have a definite advantage over its competitors. The customers are the core of a sound marketing strategy. Keep the most important seat reserved for your customers.

Customer feedback gives you an opportunity to revolve around them, helping you in customer-centricity. For example, Starbucks gives one of the best customer-centric experiences.

The biggest goal is overcoming the pain points of your customers. Once you do that, you are already ahead of your competitors.

The amazing fact is your customers are more than happy to help you in moving ahead of others. In a survey held by BrightLocal, they found out that 72% that were asked to write a review did so.

So, you might find it intimidating to ask your customers a favour, but all you have to do is to muster a bit of courage and go for it.

5. Provides Touchstone for Your Business

Every area of your business can apply improvement via WooCommerce customer feedback. But improvements happen only after measurement.

Assigning KPIs that specifically hitch to WooCommerce customer feedback and experience to different teams in your business will show that you prioritize it. With consistent evaluation, you will see more encouraging results.

6. Product Improvement

WooCommerce customer feedback helps in the improvement of products. That’s self-evident. Not every review will be positive or just praises. Some will definitely tell you about the issues regarding the product or the support service.

The right information collected by businesses can help you in:

• Additional features to differentiate from competitor’s product
• Improvements for product usability
• Suggestion for correlative products
• Opening new markets

Your customers are the real people who actually use your products and if there is anyone who can tell you about their exact functioning, it is them. An honest review can be really precious for your product improvement.

Also, WooCommerce reviews and feedback are two completely heterogeneous things. A review gives you credibility and social proof whereas feedback is the real thing you want in order to know what and how to move about with the developments of your products.

96% of unhappy customers do not complain, out of which 91% will effortlessly leave to never return. The goal after improving is to test and continue feedback and increased purchase in an endless loop.

67% of people prefer self-service over talking to representatives. This itself limits the understanding of the customer problems. So, it is also important to specifically remember to take reviews from them. You won’t find any such issues unless there is an addition to the complaints through support tickets.

7. Creates Superfans

A superfan is a genuine lover of your brand and whatever you do. Be it a service, product, a brand promotion, or any other creative and artistic activity, they make sure that people know about you. It is an amplified form of user-generated content, only posted by more loyal clients.

It’s just like musicians having superfans who book their tickets to a concert early and then take a selfie with them, post on their social media, and wait until they come to that venue again.

They are like your brand advocates who take pleasure in recommending you to their family, colleagues, and friends unprompted. You don’t create superfans in a day. Keeping a record of customer feedback and making sure you meet their needs is the key step of creating superfans.

And once you have them, all you have to do is keep them up. These superfans are your natural brand promoters going out of the way to make you shine brighter than ever.

If you regularly analyze your customers and segment them based on WooCommerce customer feedback and engagement, you can find out your special ones easily.

How to Perform WooCommerce Customer Feedback?

The need of acting on WooCommerce customer feedback and moving ahead accordingly is hollow unless you know the most suitable ways to collect the customer insights.

The key elements to know how to ask for feedback would include:

When to Ask for Feedback

There is always a right moment to ask for feedback from customers according to their buyer’s journey. You need to identify that very moment to perform this practice. It is important because if you push feedback in the wrong moment, it may produce an opposite result.

A few instances to ask for a review could be when customers:

1. Successfully use your product for a stipulated period
2. Tag your brand on their social media post
3. Refer your service or product to a new customer
4. Purchase again or re-order
5. Spend enough time in surfing your WooCommerce store looking for various products and services

These examples are more of a sign that your customers are satisfied enough to give you feedback.

What Types of Questions to Include

Going to take a survey and stuck with what all to ask your customers in a way that they do not find it time-consuming? There are so many questions that you can ask but remember to mould them in order to focus on various aspects and goals like:

1. Improve Customer Experience

• Did our staff answer all your questions?
• Were you served promptly?

2. Solve Problems

• Is our service/product no longer useful to you?
• What would you like to see changed?

3. Showcasing Your Strengths

• What is your favorite thing about our service/product?
• What would you tell your friends about us?
• How would you rate your experience?

4. Upgrading Product or Service

• What would you change in our product?
• Which feature do you love in our products?

5. Understanding Customer’s Needs

• How can we make this solution more effective for you?
• What prompted you to find a solution?

6. Enhancing Marketing

• What made you want to try us?
• Did you use a competitor before us?

7. Testing Strategy, Product or Service

• If we introduced a new feature, would you be willing to test it?
• How much would you pay for a new product?

8. Improve Website

• Have you visited our website? Was it easy to find out?
• Was the website easily accessible?

9. Learning About Competitors

• What brand were you using before you found us?
• Is there any feature or process you miss about your ex-brand?

10. Knowing Purchase Experience

• Was it difficult to complete the purchase process? How much?
• What would you want to improve in our check-out process?

How To Collect WooCommerce Customer Feedback?

In order to collect all the customer insights systematically and streamline that information, you need to know all possible methods which can help you.

The best methods of collecting WooCommerce customer feedback:

1. Conduct WooCommerce Feedback Survey

Conducting customer feedback surveys have been by far the most useful and popular methods of piling information for potential, current and loyal customers.

• Prospect Surveys

  A transparent understanding of the purpose-,served grounds the success of a prospect survey. Define and determine the segments and sub-segments served best with its objectives.

  It creates a market research survey in order to narrow division from simple demographic details to particular preferences, desires, pain points, and motivation.

  The insights from these surveys when applied to your website and marketing help you resonate better with your target audience.

• Existing Customer Surveys

  You most likely send a customer support or customer success survey to your existing customers. Let’s go through the 3 primary types of customer satisfaction surveys:

  1. CSAT(Customer Satisfaction Score)

  These are the typically most straightforward, short customer survey methods to measure customer satisfaction using a linear scale like 1-3 or 1-10. Most of the times these are immediately sent after a customer chats with a representative or sends an email.

  Dividing total satisfied responses with the entire number of customers who undertook this survey and then multiplying the result by 100 gives a customer satisfaction score

  Varying by industry, a good CSAT score falls between 75% to 85%. You may take these after an educational interaction or renewal.

  2. CES(Customer Effort Score)

  This one is meant to measure how effortless the service experience is on a scale of very difficult to very easy.

  3. NPS(Net Promoter Score)

  This survey measures your customer loyalty and their probability of referring more people to your WooCommerce business on a scale of 1-10.

  It can group your customers as follows:

  1. Detractors (scaled 0-6), who may either leave a negative review or buy from a competitor.
  2. Passives (scaled 7-8), satisfied customers yet choose to stay neutral and not refer you to anybody.
  3. Superfans (scaled 9-10), are the best promoters.

  You can calculate NPS by subtracting the detractors percentage from the promoters percentage.

2. One On One Outreach

This process offers you insights which you cannot gather from other surveys. Your customers might portray themselves in your favour while filling up other surveys. They may say what you want to hear and not how they actually feel.

But when you reach out to them personally via phone calls, you get a useful response, and you show your concern. You can pose follow-up questions and observe through their voice and tone changes.

This direct break works as a proactive method to give you beneficial feedback and opens up conversations that won’t happen otherwise. This helps you understand the customer feeling behind a purchase, bringing nuance, and color to your customer data.

Tips to remember while talking to your customers:

• Begin With Open-Ended Dialogue

  Open-ended questions are your best companion while talking to customers. They are unbiased and help you flexibly dig into a detailed customer experience. One’s they can’t answer with a ‘yes’ or ‘no’.

  They are those questions kicking off with ‘how?’, ‘what if?’, and ‘why?’. They encourage customers to elaborate on their reasons instead of going with stock answers.

• Keep Getting Particular

  Begin with a wider impression and with every piece of information, take a specific follow-up. This will help you segregate data as you evolve with dialogues.

• Listen Actively

  Always keep the spotlight on the customers. Listening to what customers want to say is the golden rule. During the COVID-19 pandemic, you need to practice empathy.

  You could go for video calls with customers’ consent for a better experience. The goal always remains to be receptive and open.

3. Instant Feedback Boxes From Website

You must have noticed the suggestion box outside offices, restaurants, by the cashier, or other check-out counters. The instant feedback boxes on websites are the same, just not physical.

You can gauge visitor intentions and customer sentiment by quickly collecting feedback using these. You can take this feedback when:

• Customers abandon their cart recently
• They are on the knowledge base or FAQs page
• They take no action after spending more than enough time on your WooCommerce store
• On the exit page
• After the purchase on a thank-you page

There are a variety of ways to do this. You may decide the type of feedback box to use when and where. You could use:

• Chatbots
• Side-out forms
• Exit-intent pop-ups
• Live chats

Best Feedback Questions for WooCommerce store:

• Why didn’t you buy anything today?
• Why did you abandon your shopping cart?
• How can we improve our checkout process?
• What are you looking for? Did you get it?
• Whom are you shopping for?
• What led you to our website?

4. On-Site Activity via Analytics

This method would help, especially if you sell digital services or products. You can understand the manner of interaction between customers and your WooCommerce store.

If you offer self-service through content, then you may see how effectively it works in solving customer issues by checking the number of people visiting your blog and the time they spent reading them.

You can easily check bounce rates, most visited and least visited articles, and improve your documentation accordingly.

You can work on the self-service experience of your customers by the use of reporting tools like Google Analytics, Help Scout’s Doc Report, HubSpot Marketing Analysis, etc.

These give you proper insights on failed searches, frequently visited pages, and visual data insights.

5. Examine User Activity

You can see for real how visitors interact with your website with the use of software like Full Story and Hotjar.

Such software monitors your visitors, observing their activity without actually having to call them or ask them to fill forms or surveys.

It is like a surveillance system wherein you can find how far the visitors went into your store, what they clicked on, and where they finally drowse and leave.

You can optimize your WooCommerce business with increased conversions by viewing click maps and heat maps provided with the data points by the software. A/B testing and conversion rate optimization can also help you in this.

6. Email And Customer Contact Forms

Emails are the basic yet best way to gather WooCommerce customer feedback. People check their emails regularly, and this is the reason this opportunity to interact with your customers ought not to be missed.

How to make sure to hear back from your customers through emails?

• Set Clear Expectations

  Most customers do not submit feedback because they think it neither matters to your business nor do you care. They might be willing to give feedback if they had known your response time as well.

  Adding a short line about how soon they can hear from you or simply that every feedback from your customers means a lot to you would do.

• Organize Email Feedback

  Creating a strong workflow for the management of feedback is also essential. Make sure that there is no helpful insight that slips off. You can use WooCommerce email marketing plugins and tools.

  Some of them are:

  1. Mailchimp
  2. Conversio
  3. Optinmonster
  4. Mailpoet

• Send Personalised Response

  You directly need to ask your customers for feedback, and in doing so, never forget the element of personalization. These emails help you in reaching out to customers in such ways that you can ask for more personalized feedback.

  Refrain from adding such lines that it may seem to be a robotic email resulting in instant direction to spam folders. You know your customers are humans with feelings, so treat them like one. You could send an autoresponder email as soon as they sign up.

  Begin with just a single question, as in the foot in the door technique. Put up a minor question that might seem insignificant to your customers easy enough for them to answer and then proceed on the longer forms of WooCommerce customer feedback.

7. Short In-App Survey

If you have a WooCommerce application for your customers, make sure you place a feedback or rating form in that as well. People are in your app for some reason, and you need to know how to build up customer satisfaction and experience through the same reasons.

You can target 2-4 questions or keep changing them. Do not put up a large number of feedback questions, or you might scare off your users.

8. Usability Tests

Usability tests are a great way to find out how a software application is user-friendly and easy. It helps you find out the accessibility, effectiveness, accuracy, and usability of your processes.

Your customers are not aware of the technical issues they might encounter. Actionable insights and data analysis can help you in reporting and bringing out these challenges. Pay attention to your insights to design additional features or refine them accordingly.

9. Monitoring Social Media

Acknowledging your customer and their opinion is a major ground rule. You can collect easy WooCommerce customer feedback through social media.

It is no more about just reposting the content but through built-in polls, Q&A’s, and QR codes, you get untapped reserves of candid WooCommerce customer feedback for your business.

If you want to keep track of your social mentions, you can use tools like Google Alerts, Mention, or Talkwakler.

Here are a few questions you may go through for monitoring your social media activity :

• How many comments do you currently see specifically mentioning your brand? Each month, week, or per day?
• What number of comments mention characters of your product instead of the exact brand name?
• Is this activity increasing? How is this drifting with time?
• Which of your social media channels is most active? Which one is the least?
• Are your total social media mentions more or less compared to your competitors?
• What is the general idea of the entire mentions? Are they collectively positive, neutral, negative, or mixed?
• How can you compare these insights with your contenders?

Apart from this, you can take a few seconds to go through these:

• Collect feedback from your live chat sessions
• Providing your online community with active support
• Existing and new customer email surveys
• Feedback area creation on order acknowledgement pages
• Online Polls
• Review competitor’s site feedback options
• Add a customer survey and feedback link in the receipt at the bottom
• Exit survey when they unsubscribe

How to Get More WooCommerce Customer Feedback?

Tired of asking your customers for feedback? Well, creating WooCommerce customer feedback campaigns can tire you particularly when it has produced no substantial outcome.

How to get more customers to give you feedback?

1. Offer Incentives

Incentives are a great way to excite customers to share their feedback. Ranging from creating fresh incentives for reviewers to setting grips on existing reward programs, they never fail.

Not just that, there are other ways to boost reviews like:

• Coupons can add 10% off in their next purchase.
• Gift certificates to one lucky winner for sharing the best or most different reviews. You might regulate rules for sharing a detailed review or regular submission of feedback.
• Instant discounts for an immediate review or maybe some amount off the next order.
• Cashback is yet another way to lure online customers for easy feedback.

Almost every WooCommerce store can amplify enough feedback using incentive programs. In fact, even Google appreciates the user research participants who give practical feedback.

The WooCommerce Points and Rewards plugin gives you freedom for easy point redemption, points for referral, review, and comments. You can use this to offer incentives on selected categories and easily receive more handy feedback to work on.

2. Offer Contest Entries for Feedbacks

Everyone loves the possibility of winning something. You can organize a giveaway with rules. Target a low-priced, highly-popular product as a reward.

For example, you can ask people to enter the giveaway by simply dropping an alternative way to use the scarf they bought from your WooCommerce store, add a review, and get a chance to win a customized hamper.

3. Ask for Pictures

Your product page will look so amazing with all the pictures uploaded by your happy WooCommerce customers. You can use all those clicks where customers tag you and repost user-generated content along with reviews.

Pictures backup your reviews, so people are encouraged to do the same. Ask your customers to remember to take a snap showing how they enjoy the use of your product.

Every picture has a story behind it, and every story you share works in building reliability.

4. Smooth Review Process

Don’t send in review forms perforated with useless fields. Take in crisp points and present preset answers where users can choose the most relevant option.

If you think your customers might want to fill in detailed feedback, then set a limited upload function for photos or videos. Just test the upload function to be both mobile and desktop responsive.

And in case you receive such detailed grievances from any customer, make sure to reply as soon as possible. An easier process attracts more customer reviews.

5. Meet Customers at Their Favourite Places

Don’t ask your Yelp customers to give you positive reviews in your email.

Instead, make sure you match up every platform they use and where you want a review. If you want one on Facebook, use messenger. In the same way, making sure the link in your email goes directly to your review page so that the feedback process becomes a breeze.

In case you are asking for a cross-platform customer review, make the request as integrated as possible.

How to Enhance Customer Experience for Better WooCommerce Feedback?

It can relieve your support team a lot if you enhance your customer experience. Thus, reverting better WooCommerce customer feedback. Let us see how:

1. Nomenclature and Categorization

Your customer experience automatically improves if you better the structuring of your product page. The better categorization of your products provides users with an obvious idea of what they will find.

Your sales will soar when you understand the search intent of your customers. You should assign relevant names to subcategories and products. Just make logical nomenclature and make it hassle-free for visitors and customers.

2. Description of Product

Copywriting of a product plays an important role in making an impression on the customers. It has the power to drive healthy conversions. Insist on points like highlights, advantages, benefits, and comparison in a direct and simple language.

Tighten your focus on the usability of the product. In case you deal with digital products, do not miss out on any documentation details. Including screenshots, demo videos, and free support or helpline would do wonders.

3. Genuine Reviews

Success stories and valid customer reviews always ensure the credibility of a WooCommerce business. Show your negative reviews as well.

According to the Harvard Business Review, the businesses responding to negative reviews online get an overall better rating. So do not be afraid of them. Instead, make sure you reply to negative ones too.

But also give a positive review first!

This will guarantee a show of actual shopping experience. Genuinity is transparent. A decent number of real reviews will add to the authenticity, pushing customers to purchase.

4. Use of Plugins and Customer Feedback Tool

If you want to be sure about all the WooCommerce customer feedback implementation and management, you have a wide variety of plugins for every purpose.

Communities inside out WooCommerce have so many user-friendly plugins. Apart from all the plugins adding to your user experience, you can centralize your resources on the following customer feedback management tools:

1. Hubspot
2. Qualaroo
3. GetFeedback
4. Client Heartbeat
5. ProProfs Survey Maker
6. Zapier
7. JotForm
8. Jira

Other software includes:

1. Chatbots and live chat software
2. Email tracking tools for timely response to customers
3. Self-service trackers
4. Tickets tracking software
5. Customer Relationship Management Software
6. Internal communication tools
7. Tools for customer analysis

How to Implement WooCommerce Customer Feedback?

With a truckload of information on WooCommerce customer feedback, where do you think you are going? This is what we will do in this section. It is important to enact on it and execute a few actions:

1. Determine Customer Service KPI’S

It is important for your team to have aims for your customer interactions. Assigning KPIs (Key Performance Indicators)to every individual in your team will help you sail through the sea of opportunities in a customer-centric way.

Determine the relevant KPI’s for your WooCommerce business. You can include a few of these customer feedback service KPI’s :

• Total customer satisfaction score
• Aggregate resolved tickets
• Types of tickets generated
• Percentage of overdue tasks
• Average inquiry handling time
• Value per ticket
• Total customer complaints following product purchase or service
• The increasing number of tickets/ queries
• Net promoter score

With pertinent KPIs, you will solve problems via WooCommerce customer feedback at a pace.

2. Translation Into Actionable Takeaways and Specific Stories

You can translate your WooCommerce customer feedback into stories that would make it easier for your teams to remember to act on them.

Maybe categorize them into negative experiences and cheerful stories. Every such story could have an actionable takeaway for your team to work upon. You can also create a customer story by taking their consent.

3. Prioritize Feedbacks

Aside from treating all feedbacks equivalent, prioritizing tasks is also a necessity. You may group these WooCommerce customer feedbacks as:

• Impact; If the change works, how big will the impact be?
• Confidence; How sure are you on a scale of 1 to 10 about solving the issue?
• Proficiency; How easily will you make the asked changes? Or is it difficult?

4. Analyze the Results After Implementing Any Feedback

The last thing you need to do is to analyze all that you have ever done to improve your customer feedback management.

Keep asking yourself:

• Are your customers happy?
• Are you happy with the service you are providing?
• Do you see repeated purchase from your customers?
• Is there an increase in positive mentions?
• What is the customer churn rate as compared to the last time you checked?

Customer churn rate is simply the rate at which customers stop doing business with you, unsubscribe you, or discontinue their purchase. Keep reviewing your customer service processes and remain updated with all the new technological changes.

To Wrap It All Up

You need to include the implementation of WooCommerce customer feedback as a process. You can begin with an active strategy and go with the flow as directed.

No brand is irreplaceable. So, if you do not value the feedback of your customers, they will find an alternative brand that will.