The feedback you collect with the Artur system helps you prove that customers trust you.

Every purchase, not just online, is to some extent driven by a customer's trust in the seller. The customer must trust that they can use the purchased product as specified, that it will be delivered as agreed, and that the seller will otherwise fulfill their promises. You need proof of customer trust.

Trust is even more important when shopping online, which involves more potential risks. In this case, the customer must trust a stranger to deliver the product as presented in the online store. But how do you convince someone to trust a stranger? Interestingly, you can get help from... other 'strangers'.

The Power of Your Customers' Feedback 

Trust means believing that what is expected or promised will be delivered. Companies promise a lot, and since their goal is usually maximum profit, customers take their promises with a grain of salt. Instead of convincing them that you are 'the best', let your existing customers do the work, as they can confirm this from their own experiences. If you have satisfied customers and you publish their opinions in your online store, it will significantly strengthen the trust of your potential customers. All you need to do to build trust is to gather feedback from your existing customers.

Collecting Feedback with the Artur System

You will need a large number of feedback responses, and if you are doing a good job, most of them will be positive.

The Artur system allows you to collect reviews completely automatically

, which requires no additional work from you after initial implementation. Automated review collection is beneficial for several reasons:

• Customers will receive an invitation to leave a review at the right time – when their experience is still fresh. You can determine when this happens based on the specifics of your business relationship with customers and the item being reviewed. If you are only reviewing the purchase experience, you can invite the customer to review up to 24 hours after placing an order. If you are interested in their satisfaction with delivery, you need to postpone sending the invitation for at least the average delivery time for your store. If you want the customer to also rate their satisfaction with the purchased product, you must give them a few days after delivery to have a chance to use or test the product.
• You will receive feedback continuously. Since every customer will be automatically invited to leave a review (under the conditions you set at the start), reviews will come in steadily. Fresh feedback is most valuable to potential customers, so it's not enough to just publish a few reviews you've obtained in the past; you must ensure a constant flow of new ones. Consistently collecting customer reviews also allows you to track progress. You'll see what influences customer satisfaction and be able to take action to increase it.
• You will learn about potential problems in real-time. Nobody is perfect, and your employees certainly make mistakes sometimes, causing customer expectations not to be met. Or perhaps the product doesn't match the description – due to a product defect or an inadequate description. If you discover something similar in a review, you can take timely action and prevent another customer from becoming dissatisfied.

When to Decide on Publicly Publishing Feedback?

You might not want the feedback you receive to be immediately visible, at least not until you have enough to form a trustworthy average rating. The Artur system offers all functionalities for private feedback collection as well. Only when you decide you want to leverage the effect they can bring you can you publicly display the collected feedback. Of course, we recommend doing this as soon as possible – as soon as your average rating is higher than 3.5 (out of 5 possible).

Convince Customers to Trust You!

Once you acquire a customer, their purchase experience and satisfaction with the purchased product will (hopefully) convince them to trust you in the future. Your focus must be on how to build trust in the customer before they have their own experience. You need a strategy for collecting your customers' feedback, which will increase the trust of new customers. If you follow it, your conversion rate will also increase; otherwise, your competition can benefit from your good conversion results.