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New software add-on provides online retailers with the ability to show customer reviews on recently purchased products

New software add-on provides online retailers with the ability to show customer reviews on recently purchased products

 

eKomi, a European provider of independent customer service and satisfaction feedback software, has announced its new individual product review technology as an add-on to its existing eKomi solution for customer feedback for online retailers.

 

The eKomi Product Review software-as-a-service (SaaS) Social Commerce Technology solution comes with a web-based interface that the provider said was simple to install, fully automated and completely anonymous. With this new solution, eKomi said it would help retailers and consumers gain more trust, satisfaction, value and revenue from their online shopping experience.

 

The eKomi solution works by automatically sending an email to customers an agreed number of days after the shipment of their purchased goods. The email contains a link inviting the customer to review their purchases and provide any feedback on their shopping experience including any individual comments.

 

Giving customers more of what they want

 

Simon Golding, founder of UK natural cosmetics e-retailer mypure.co.uk, said: “We are already integrating this add-on into our customer feedback programme. It is vital that we provide a way for our customers to have a say about the products that we are selling. Good independent reviews give the buyer a sense of confidence that they are buying the best product, and they also ensure that mypure.co.uk sells the products that our customers want. This technology gives our customers a voice and allows us to serve our customers to the best of our ability.”

 

“Product reviews and explicit feedback can provide many benefits for the online retailer,” explained Marcus Ross, chief operating officer of eKomi. “For example, displaying product reviews on the actual product sales pages of a retail website enhances the SEO [search engine optimisation] for each product by increasing relevancy with user generated content. They can also increase conversion rates. Consumers searching for specific products, who are able to read comments from other buyers, are more likely to buy than if there are no reviews at all.”

 

Credible feedback boosts sales comversions

 

Nick Talley, managing director at iPosters.co.uk said; “The eKomi customer service and satisfaction feedback software that we already use has increased our sales conversions and given new customers the confidence to buy from us, because it is independent. We are upgrading to the product review features, because it will increase confidence and trust even further, drive sales, and give us additional content to use on the site, which we hope will positively impact our search engine ranking.”

 

eKomi provides the online retailer with the product review capability through an easily accessible interface in their customer service area. From there, the retailer can specify which particular product reviews he would like to publish and where he would like them placed on his site.

 

Ross concluded: “All elements of the technology, including the design and presentation of product reviews, can be customised for each individual retailer and additional questions can be added as required, for example, on individual product characteristics such as the size, fabric or reasons for return.”