User feedback is a valuable tool for improving your online store's conversions. By receiving feedback and opinions from your customers, you can gain a clearer view of their needs and expectations. This allows you to identify problems and opportunities for improvement on your website , which can lead to a higher conversion rate.
For example, if a customer mentions that they found it difficult to find a product on your website, you can use that information to improve navigation and make it easier for visitors to find what they're looking for. Or if a customer mentions that they abandoned their shopping cart because of an overly complicated checkout process, you can work on simplifying and streamlining the checkout process to reduce cart abandonment.
Ultimately, user feedback is a valuable source of information that will help you identify problems and opportunities for improvement on your website. And by using this information to optimize your online store, you can improve the user experience and increase your conversion rates.
If you want to learn more about the importance of getting feedback from your users and how you can implement strategies in your digital business to take advantage of all this information, in this article we give you the keys.
An email is then automatically sent to the customer service department to provide them with the feedback generated by the user. This way, the feedback is immediate so that any type of problem identified by the user can be addressed.
And finally, although it actually runs in parallel, this user is added to a segment called Feedback to track their evolution as a customer, which can provide more implicit information in the case with records of their activity.
After confirming the unsubscription, the user will be subscribed to the newsletter and will also be offered the possibility of re-subscribing at that same time from the same confirmation page, offering the user the availability of that option when visiting said page. 
Similarly to the previous case, the feedback generated by the user will be sent to the customer service department with the aim of improving the communication strategy, and will be added to a Baja Newsletter segment to be able to follow up on the cases.
Benefits of getting feedback from your users.
Getting feedback from your users is an essential part of success for your online store. Feedback from your users and customers allows you to understand what is working well and what is not working so well on your website, with the aim of enhancing the positive and fixing the negative to improve conversions and increase sales. Some examples of the benefits you can obtain through this practice are:- Helps identify issues. When users provide feedback, it lets us know what's going well and what's not going so well in our store. For example, if a user reports that they're having trouble finding a particular product in our store, we can work on improving the navigation and organization of our store to make it more user-friendly.
- It helps improve the user experience. If users are not satisfied with something in our store, they are very likely not to visit again. That is why it is important to know the complaints and suggestions of our users, as they allow us to improve the user experience and encourage them to visit our store again.
- It helps increase customer loyalty. When users feel that their opinions and suggestions are valued, they feel more loyal to our brand and are more likely to shop at our store again. Also, if we use our users' feedback to improve our store, users are more likely to recommend our store to their friends and family.
- It helps to identify opportunities for improvement. Sometimes, users give us suggestions or ideas that we hadn't considered before. These suggestions can be a great opportunity to improve our store and offer products or services that our users really want.
How to get feedback from your users with Connectif.
A marketing automation tool can be a great way to get feedback from your users, with the aim of improving your online store's conversions. In this sense , at Línea Gráfica we always recommend using Connectif to implement this type of strategy, due to its versatility and omnichannel power. Some ways you can use a marketing automation tool to get feedback include:- Surveys: Use surveys to gather feedback and opinions from your customers about their shopping experience on your online store. You can schedule these surveys to be automatically sent to customers after they make a purchase or use a survey platform integrated into your website.
- Contact forms: Give your customers the option to send feedback via a contact form on your website. Use a marketing automation tool to collect this information and analyze it to identify opportunities for improvement.
- Customer Satisfaction Tracking: Use a marketing automation tool to send a customer satisfaction follow-up to shoppers after a purchase. This will allow you to gain a clearer view of how your online store is performing and what you can do to improve the user experience.
Practical example 1: Improve your Checkout UX with NPS
One of the best ways to get feedback from your users is immediately after they make a purchase . These users have gone through the entire sales funnel of your online store, and may have encountered various obstacles along the way. Collecting feedback at this point can therefore be a very effective way of identifying serious problems. The opinion of these users is highly qualified, as despite possible difficulties, your product or service was of great value to them, to the point that their involvement in completing the purchase was greater than that of other users who dropped out. To do this, we will use a NPS (Net Promoter Score) survey , which is a tool used to measure customer satisfaction and loyalty towards your company or product. The survey is based on a simple question: "How likely are you to recommend our company or product to a friend or colleague?" Respondents answer on a point scale, and the responses are divided into several categories. Below we will show you how to implement an NPS feedback workflow with Connectif: After completing the purchase, we will show the user a simple survey with two fields. The first of them corresponds to the level of satisfaction with their shopping experience. It is a type of field with a single option to choose from, and we show it as different faces from least to happiest so that it is more understandable for the user. In our case, we also offer the user a second field of free text that allows them to optionally enter specific information with details that support their previous response, being able to provide any type of additional information. Once the form is sent, the user is shown a thank you popup valuing their participation.
An email is then automatically sent to the customer service department to provide them with the feedback generated by the user. This way, the feedback is immediate so that any type of problem identified by the user can be addressed.
And finally, although it actually runs in parallel, this user is added to a segment called Feedback to track their evolution as a customer, which can provide more implicit information in the case with records of their activity.
Practical example 2: Extract feedback from your unsubscribe newsletter
It is also possible to obtain feedback from the user at the opposite moment with your online store. For example, at the moment of unsubscribing from the newsletter . At this point, the user can offer very valuable information about your communication strategy, such as the interest of the content, the relevance of the messages, or the saturation with the number of impacts. Below we will show you how to implement a newsletter unsubscribe feedback workflow with Connectif: After deciding to unsubscribe, the user will be directed to a simple landing page where they can unsubscribe , but they can also optionally state the reasons why they have made this decision. To make the task easier, we can offer predefined responses, and later complement them with a free text field where the user can also offer additional details.
After confirming the unsubscription, the user will be subscribed to the newsletter and will also be offered the possibility of re-subscribing at that same time from the same confirmation page, offering the user the availability of that option when visiting said page.
Similarly to the previous case, the feedback generated by the user will be sent to the customer service department with the aim of improving the communication strategy, and will be added to a Baja Newsletter segment to be able to follow up on the cases.
