Including a variety of marketing emails in your email marketing plan is an important approach to stay in contact with your eCommerce consumers. Feedback- and review-focused emails, which enable company owners to understand how their consumers want them to expand and collect social proof for their brand, are two of the most significant sorts of emails that may support a firm’s growth objectives. We’ll go through each of these emails and how to make them work for your eCommerce company in the sections below.
Email feedback: find out what your consumers truly think
Customers are simply asked to submit feedback on their experience with your eCommerce business, whether it was with the items, the delivery procedure, the purchasing process, or anything else that may be important. Responses to feedback emails give critical information about what your company is doing well, what it may improve on, and suggestions for growth potential from the most crucial source—the individuals who decide whether your company sinks or floats.
When should you send feedback emails?
The optimal time to send feedback emails is shortly after a client has purchased anything from your website. Sending feedback emails at the same time as the order confirmation email (or maybe include it in the confirmation email) is a smart idea if you’re inquiring about their purchase experience (i.e., how your site and checkout process works). If you want to know how their complete experience went, from purchase to delivery to the goods itself, estimate the delivery date and send it a day or two later.
How to Boost Feedback Responses
It is common for receivers to reject feedback emails or to feel unobligated to submit feedback at all. Fortunately, there are a few activities you can do when you compose your feedback letters that may encourage clients to respond:
Motivate them: Do you have a reward system? Give recipients a specified amount of incentive points in exchange for completing your feedback form. If you don’t, you may compensate them in other ways, such as a $5 credit against their next purchase or entry into a monthly prize drawing.
As a business owner, you want your consumers to get emotionally involved in your company. Explaining how customer input helps the firm improve will inspire consumers to engage. Even if they had a negative encounter, clients will feel as though you care about making it right before they complain.
Use a clear call to action: Hyperlinks may easily get lost in the content of an email. To make things easy for your receivers, incorporate your feedback form/questions directly within the email so they don’t have to leave the website. If you don’t have such capabilities, add a link to a feedback form as a huge, visible button.
How to Write Feedback Request Emails
Your feedback emails don’t have to be lengthy or fancy—though they may be if you want! —they just need to express that you want the recipient to share their thoughts. Here are some general guidelines to consider while composing your feedback email:
Clearly and simply state your purpose: Simply say in one or two sentences that you want to gather feedback on the customer’s experience. Don’t make it too long—you don’t want your readers to grow bored and click out before they get to the vital portion.
Make it unique by adding the recipient’s name: Personalization may make clients feel unique and more inclined to comply with your requests since they believe they have been specifically chosen. In the subject line, the initial phrase of your email, or both, include the recipient’s first name from the order.
Make your subject line pop: Customers’ eyes may glaze over yours if they have a lot of emails in their mailbox. That is why it is critical to select a catchy subject line that piques their interest. In the subject line, you may also indicate any incentives you’re giving.
Example Feedback Email 1
Subject Line: [First name], we want your feedback!
Email Copy: Hey [First name],
Your purchase seems to have arrived, and we’d appreciate some comments on your shopping experience with us. Would you mind taking a 2-minute survey to provide feedback? It’s the only way we can figure out how to improve (or what we’re doing properly!).
We’ll send you 50 reward points as a “thank you” for your input!
Click the link below to fill our survey:
Take Survey
Example Feedback Email 2
Subject Line: $5 for your feedback, [FIRST NAME]!
Email Copy: Hey [First name],
Thank you so much for your recent purchase!
We’d love to hear about your purchasing experience—please help us make [BUSINESS NAME] the best it can be by completing the short feedback form below.
We’ll even throw you a $5 credit toward your next purchase to sweeten the deal! [Begin feedback questions]
Examine Emails: amplify your customers’ feedback
Feedback emails are more general than review emails. While they do solicit client input, they are more interested in making that feedback public. That means you must be cautious about who you send review emails to, since dissatisfied consumers will gladly air their problems for everyone to see if asked. Review emails, on the other hand, enable you to get vital client testimonials and boost your social proof game, providing prospective buyers more reasons to trust your company.
When Should You Send Review Emails?
The best time to send a review email is immediately after interacting with a client who seems to be satisfied with your product or their experience. If they answer favourably to a feedback email, you may use your email software to set up a trigger to automatically send a review email. If you’ve talked with a satisfied customer on the phone or through email, sending a review email as soon as possible after the event is preferable.
Where to direct consumer feedback
There are many places where you may lead consumers to submit reviews. Each option gives you increasing amounts of control over the comments you make and how credible they seem to prospective customers:
On your website or social media platforms, include the following: Directing clients to sites that you own provides you greater control over what is published online about your company. However, prospective buyers are aware that these sites are tightly monitored and may not consider the evaluations on these pages to be authentic.
On a marketplace where you sell: If you sell your items on a marketplace like Amazon or Etsy in addition to your own ecommerce site, favourable evaluations on those sites will help you stand out from the crowd. They will be seen as more genuine since they cannot be regulated in most circumstances.
According to a third-party review site: If you have a company profile, send them to the BBB or another prominent review site in your field, since they are often regarded as the greatest authority. Make certain that you DO NOT reward good evaluations on sites like these—many review sites punish such efforts since they introduce bias into the process.
What should you state in review request emails?
Approaching review emails may be difficult since you never know what the person on the other end is thinking. There are, nevertheless, a few steps you may do to influence the result in a more favourable direction:
Mention previous interactions: Mention it in your review email if you received excellent feedback or had a nice direct interaction! This will re-engage clients, and any more customization you can supply will always gain you extra points in their book.
Tell them why it’s important: Simply inform recipients of the importance of their choice to write a review. Some customers will be influenced by the prospect of assisting your company’s success, but others may be more eager to post reviews to assist other buyers in finding wonderful items.
Make things simple for them: Don’t make consumers seek for the location where you’d want them to submit a review for you; instead, utilise links in your email to lead them to the correct location. Reduced friction and increased chance of follow-through will result from reducing the amount of labour and clicks necessary on their end.
Example-1: Review Email
Subject Line: [First name], leave us a review online!
Email Copy: Hey [First name],
We had a great conversation with you about your experience with [Business name]! Will you write us an online review so that other consumers may hear what you think?
[List 3-5 review links]
Example-2: Review Email
Subject Line: Let others know what you think about [Business name]!
Email Copy: Hey [First name],
Your comment is highly appreciated! If you have a few minutes, we’d appreciate your assistance in spreading the word about [Business name].
Please leave us a review on one (or more) of the following websites: [List 3-5 review links]
To summarise
Emails with feedback and reviews are an important aspect of email marketing—and of operating an internet company. Don’t forget to respond to what your consumers say—consider all of the comments and evaluations you get from such emails as a chance to develop and expand your firm.
