The importance of customer feedback for eCommerce platforms

Published on March 10, 2020 — Written by Wonderflow

Amazon wants to improve its customers’ experience by presenting them only with high-quality products. How are eCommerce platform planning on assessing products’ quality? Customer feedback. This means that if brands do not analyze online reviews and optimize their products accordingly, they will soon be excluded from one of the largest eCommerce platforms.The company conducted experimental research to better understand the behavior of consumers on its platform. The participants of the experiment were exposed to pairs of related products (e.g., headphones) as well as information shared by sellers and other consumers. The researchers then asked participants to indicate which of the two products had the highest quality, also specifying the reasons behind their choice. The results suggest that perceived product quality is not a predictor of purchase intention. However, it is significantly correlated with the products’ price. Additionally, the participants’ judgment was highly influenced by customer reviews. In other words, products’ quality perception was determined by what other consumers shared and wrote.

Analyzing multi-language customer feedback in large volume from different sources is a complex process. With an AI-based technology and years of experience, Wonderflow is helping global brands to become customer-centric. Find out more about our solution.

Consumers looking to buy products on eCommerce platforms like Amazon increasingly base their opinion on the experience of other customers rather than on the sellers’ promises. Additionally, these are pushing to present its customers only with high-quality products. This means that customer feedback is becoming increasingly important and that having good ratings and reviews has become essential for selling, both online and offline.

Wonderflow’s AI-driven Voice of the Customer analysis allows companies to thoroughly analyze customer feedback, identifying the features of the products that need improvement or optimization. By putting the insights in practice, companies drastically improve their ratings and reviews, consequently generating a higher CSAT and sales.

About Wonderflow

Wonderflow empowers businesses with quick and impactful decision-making because it helps automate and deliver in-depth consumer and competitor insights. All within one place, results are simplified for professionals across any high-UGC organization, and department to access, understand, and share easily. Compared to hiring more analysts, Wonderflow’s AI eliminates the need for human-led setup and analysis, resulting in thousands of structured and unstructured reviews analyzed within a matter of weeks and with up to 50% or more accurate data. The system sources relevant private and public consumer feedback from over 200 channels, including emails, forums, call center logs, chat rooms, social media, and e-commerce. What’s most unique is that its AI is the first ever to help recommend personalized business actions and predict the impact of those actions on key outcomes. Wonderflow is leveraged by high-grade customers like Philips, DHL, Beko, Lavazza, Colgate-Palmolive, GSK, Delonghi, and more.

Start making winning decisions based on customer feedback todayGet a free demo

Other articles you might like:

Consumer Electronics · May 17, 2023

Phone or “Camera”? Key Insights of Smartphone Reviews Analysis

Once upon a time, phones were primarily used for making phone calls. But then smartphones arrived and changed everything. Phone calls became just one of the many things you could do with a smartphone, probably not even the most important one. Smartphones now allow us to do various activities, such as navigating, taking pictures, messaging, and checking social media. Our smartphones are filled with apps, and how we use them varies from person to person….

E-commerce · Mar 30, 2023

Can Cultural Norms Influence eCommerce Reviews? A VoC Analysis of 14 Countries

Every country has its own set of rules or expectations, which we call cultural norms. They are behaviors and thoughts based on shared beliefs within a particular culture or group. Norms are usually unspoken and create social standards for what behaviors are acceptable and unacceptable in human interactions. In a way, norms govern our individual lives. On the other hand, stereotypes are fixed, over-generalized beliefs, assumptions, or expectations about a particular group or class. In…

7 Teams That Can Benefit From A Voice of the Customer Software

Voice of the Customer · Mar 17, 2023

7 Teams That Can Benefit From A Voice of the Customer Software

Voice of the customer (VoC) analytics software is a powerful tool that can benefit any business department, from product development to marketing and sales. In this blog post, we’ll explore just some of the departments that can mainly benefit from using a VoC tool. 7 Departments That Can Benefit From A Voice of the Customer Software Marketing To be successful, marketing teams need to have a good understanding of what their target audience wants and…