OpenStore’s Post

At OpenStore, we rely on a suite of tools to manage our brands’ storefronts. Over the next several weeks, I’ll highlight some of the tools we use and provide best practices we’ve developed while operating 40 brands. Here’s the customer review tool we use across our 40 brands: Okendo. Okendo is a great option because it leverages the power of customer feedback in fully customizable and interactive formats that help shoppers make faster and better purchasing decisions. No matter what you use to manage your customer reviews, there are ways you can optimize your reviews process. Here’s my list:   1. Ask for a review at the right time - Don’t ask for a review right after the customer makes their purchase. Time the review request to send once the customer has actually received the product. 2. Moderate your reviews strategically - DTC review apps typically allow you to hide negative reviews on your site. It might seem like a good idea to hide these reviews, but shoppers are smart. They’ll know something isn’t right if all of your reviews are five stars. Instead, publish some bad reviews (defined as 3 stars or lower) and make sure to respond to them. Pro tip: set up an automatic email notification for any 3-star or lower review so that they go right to your CX inbox and you can promptly respond to those publicly. 3. Invest in third-party reviews - Research shows that the majority of shoppers are likely to look at external reviews, in addition to site reviews, when considering a purchase from a brand they’re not familiar with. You can partner with sites like Trustpilot to compile your site’s reviews externally. Articles like these can help boost your SEO and paid search efforts, and improve your brand’s credibility. 4. Stay up-to-date on innovations - Customer marketing platforms are constantly evolving and updating their products to make managing reviews easier. Yotpo, for example, recently launched a feature called AI Reviews Summary, which uses a language model built specifically for summarizing reviews. Shoppers can read a concise summary of all customer reviews that highlight the most relevant, informative content. What best practices do you follow when managing reviews? Let me know ⬇️