As we explained, product reviews are user-generated content. Therefore, you do not directly control their production.
Precisely for this reason, they can be considered an interesting indicator of customer commitment, in addition to allowing a partial evaluation of the levels of satisfaction and dissatisfaction.
It is important to emphasize that you should be aware of each review posted on the website. First, they are an important source of information for making decisions, such as removing an item from the catalog or changing companies.
Secondly, you should moderate any comments that may be offensive.
6. Cart abandonment
This is perhaps the most poland telegram data relevant metric for an e-commerce.
Cart abandonment is when a user places items in the virtual cart but does not complete the purchase. Many factors can cause this abandonment, such as the final cost of shipping or delivery time.
Most e-commerce sites have ways to automatically send a reminder to the user who abandoned the cart. Some even send this reminder accompanied by some special condition—such as a discount—to close the order.
7. Average response time
How long does it take for your e-commerce working with digital marketing is a never- to respond to a query or request sent through official communication channels?
This customer service metric allows you to identify possible oversights, disorganization, or the need to increase the number of attendees. And remember that service agility is directly related to customer satisfaction.
Many e-commerce sites use chatbots on their site to speed up response time. In this case, it is more interesting to follow the service queue throughout the day. The queue may be longer at certain times.
During these peaks, the possibility of putting more employees on duty must be considered.
In addition to average response time, another key e-commerce metric for customer service in e-commerce is average complaint resolution time.
This indicator is more complex and can be subdivided into a few problem categories, such as defective product, incorrectly shipped product, late delivery, among others.
8. Price competitiveness
It is not surprising that one of the main b to c database factors that lead consumers to choose one or another e-commerce is the price. It is thanks to this factor that companies such as Buscapé have emerged, specializing in making price comparisons between various e-commerce sites.
Knowing this, it is essential to monitor the market, analyzing how the price offered to customers compares with that of competitors.
Still in relation to price, it is worth mentioning that e-commerce must be dynamic. That is why the giants of the segment are always developing some sales action.
In many cases, these promotions last no more than a day. Have you noticed that many online stores have a specific section of offers that changes every 24 hours?
This dynamism ensures that e-commerce will take advantage of every opportunity to sell more. If the price goes down and the profit margin goes down, at least the store gains in volume!