Good reviews on Amazon are always more difficult to obtain. It’s not easy to make a customer so happy that she rewards you with her time writing a good review. In this article we will show you how to get more reviews on Amazon using transactional emails.
What are reviews on Amazon based on?
Customers expertise is increasing, so that they know quite everything about a product before buying it. Before deciding for you, they’ve compared your product with your competitors and there is something in your e-commerce that persuaded them to choose you. One of this elements are your reviews on Amazon or other platforms. Since they know quite everything about your product (price, features, competitors etc.), the buying decision is linked to the experience a user thinks she can have with your store. Reading other customers’ reviews, a user can understand how you’re performing and how good your service will be.
How to obtain more reviews on Amazon (and better ones, of course)?
So, both decisions in purchase and reviews on Amazon (and other platforms) are changing: from product-centered to experience-centered. Users don’t share info about the product (which are easy to find anywhere), but they tell about how their purchase experience with you was: delivery time and above all communication quality and clarity of information.
The customer wants to feel safe, always informed and in general that you’re kind and trustworthy.
You can obtain this in an easy way using transactional emails.
What are transactional emails?
Transactional emails are mail communications with your customers, sent after a precise action made by your customer. These mails report the higher open rate, because they contain information that the customer considers important. The simplest example is the purchase confirmation email sent to the customer to confirm the order is being processed.
Why are transactional emails important during the buying experience?
Because the buyer expects to receive them, as a reassurance that all is working perfectly and he will receive soon his order. The customer is so used to receiving it when shopping online, that not receiving it is perceived as a signal that maybe something went wrong.
Transactional emails represent for the customer a very important way to keep track of their orders, receive information about the delivery and obtain similar offers from the seller.
Good communication = top buying experience = 5 star reviews on Amazon!
We think there are some “must-have” transactional emails. In this article we list 5 transactional emails best practices. As we said before, a good communication is the path to satisfied customers. You must send a email to confirm the purchase, to confirm the shipment, updates about the delivery status (track&trace emails), and a feedback request when the customer is more satisfied. If you want to discover more about transactional emails, you can download this ultimate e-book explaining how to boost your sales with some simple tips, making customers happier!
The delivery is a key moment in evaluating the experience: the customer wants to receive the item in a fast way and always be up to date about where the delivery is. Track & trace emails are very important in order to offer a good customer experience. Better than simply providing the customer the tracking number, we can provide track & trace service, real time automated updates about the delivery status. Track & trace emails allows the customer to receive indications on which delivery phase his order is in and where it is, without looking for tracking information online. With transactional emails you can make your customers feel accompanied in every moment until she receives the order.
In the moment in which your customer receives her order, you can send a feedback request email. This transactional email allows you to friendly request your buyer a review about her experience. Buyers often don’t leave any review and sellers usually don’t make any feedback request. Reviews on Amazon and other marketplaces are essential for obtaining key insights about how to improve your customers’ experience. Moreover users not leaving reviews on Amazon could be an obstacle for gaining reputation. Contacting your customer with a friendly email in the moment of customer’s biggest satisfaction and emotion – when she just received the order – providing a link for leaving feedback, allows to receive more and better reviews, containing a more relevant emotional appeal.
A good way to send a polite and well accepted email could be including in the review request email an offer, so that the message sounds this way: “Thanks for your purchase, would you please share your experience? It’s important for us to know if our customers are satisfied and how could we improve. Moreover, other customers decide basing on your experience: sharing is caring! To thank you for your time in writing a review, here’s a discount coupon for your shopping on our e-commerce!”
This could be a hack providing great results: a second purchase and a super review!
Ok but.. how much time will I spend setting all this stuff?
As we can often see, the right question would be “how much time and money will I lose not setting that”. If transactional emails contain precious information, that the customer wants and waits, what does it happen when he doesn’t receive them? When the buyer doesn’t find the information he needs (for example, he wants to know where his order is), he begins to search all over, contacting the seller on many channels (phone, Facebook page, direct email etc). So, not setting transactional emails generates in the customer a sense of malfunctioning and abandonment, and an exponential increase in the time dedicated to customer care. Moreover, if you can’t provide immediately the tracking number, Amazon will lower your seller ranking.
Activating a strategy for sending good emails means saving time and improving your e-commerce performance. All of this under a minimum investment of time, if you automate transactional emails using a tool similar to those described below.
Are there some tools I can use to efficiently manage transactional emails?
Usually, transactional emails are managed (when managed…) using different tools, not all well-performing and customizable: CRMs, courier’s web services, marketplace infrastructure.
It’s easy to notice that this discontinuous management of transactional emails, demanded to different tools and platforms, can cause an inefficient communication with the customer, providing confused and not customized informations. For example, no CRM offers by now track&trace transactional emails, or can sync actions performed by the courier with a specific transactional email.
There are some softwares which can allow to manage your transactional emails from A to Z, from a unique dashboard.
With ShippyPro you can set automated emails that can allow you in getting better Amazon reviews and boost your e-commerce. As soon as the customer confirms the order, she automatically receives a first order confirmation email, followed by the shipment confirmation email, with which the tracking number is sent to the marketplace and to the customer, together with the vendor’s logo and with order details. Then, every time the delivery status is changed by the courier, a notification is sent to the customer, who is always updated on his order. When delivered, you can ask for a feedback, offer a discount coupon or free shipping on a second purchase.