Have you ever been approached by a clerk in a brick and mortar shop? I bet you have. What did he want? Probably he wanted to know something about you, who you are, what you are looking for, do you want to buy something specific or just looking around. He was actively gathering your feedback to know you better and to find out what you need in order to sell you the right stuff.
Active feedback in e-commerce
Online shops are no different – gathering feedback can help you adjust the website and services to the needs of visitors and make them more likely to make a purchase. The key is to actively approach them and ask for feedback. Why? Let’s be honest, people don’t like filling out long questionnaires sent to their inboxes nor they want to report issues with your website on your deeply hidden contact page.
They usually respond only if their shopping experience was either fantastic or a total disaster. What’s more – if you want to send a survey via email you need your clients’ email addresses (not a big surprise). This way you limit yourself to asking only the people who completed their purchase. But what about those customers who for some reason didn’t buy anything in your shop? Don’t you think their feedback would be also crucial to your business?
Gathering feedback actively on the website helps you overcome this problem – people can share their opinions and ideas with no extra struggle. They can easily express what they think about your website and services, what are their characteristics or how they assess your competition.
How does active feedback collecting work?
It’s not rocket science. You can use popular tools that are easy to install and use. Questions will appear in small boxes called widgets in the corner of your website. They allow you to show short surveys on your website so visitors can easily participate. We’ll come back to this later.
There’s only one catch – you have to ask the right questions. Not sure what questions you should ask to engage visitors? Don’t worry, we’ve got you covered.
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Our guide on How to increase sales of your ecommerce with active feedback includes best practices in gathering feedback based on our experience; a set of ready questions for your visitors; tips on increasing sales provided by our clients and experts in design and conversion optimization.