How To Use the Customer Feedback to Improve Your E-commerce Customer Service


Customers are the lifeblood of any business. No organization can survive, let alone exist, without the continued patronage of loyal customers.

To achieve business success, it’s crucial to prioritize your customers’ needs and preferences. Improving your customer service can help you retain their support. Gathering feedback from them can also help you identify areas of improvement in your operations.

Let this blog post teach you how to use customer feedback to your advantage and methods to gather customer information.

The Importance of Feedback to Ecommerce

Customer feedback provides valuable insights into your customers’ thoughts about your store, products, and services. It allows you to pinpoint areas for improvement, address concerns, and improve the overall ecommerce customer service experience.

A 2022 study showed that poor customer experience drives 64% of customers to switch brands. That figure alone is an astounding number that can result in significant losses for any business. To increase customer loyalty and retention, all you need to do is listen to your customers and address their feedback.

3 Ways to Utilize Customer Feedback

Feedback can significantly change your operations, especially if you want to improve your customer service. Learn practical applications of customer feedback below to provide better customer service.

  1. Improve chatbot support

If you utilize chatbots for customer service, feedback can be a great learning tool for your AI agents. Feedback can help the chatbot provide more accurate and relevant responses to inquiries and expand its ability to understand more complex user requests.

  • Identify areas for improvement

Analyze customer feedback to identify areas for improvement. Pay attention to areas where customers are consistently dissatisfied or frustrated. Look for common themes and patterns in feedback across different channels, such as product reviews, customer surveys, and social media comments.

Once you gain enough context, use this feedback to identify and resolve pain points in your customer service.

  • Personalize the Customer Experience

Personalization is important in ecommerce as it can help you deliver products and services your customers want before they even have the chance to think of it. To bolster your personalization efforts, you can leverage customer feedback to pinpoint what resonates with your customer base and make necessary adjustments.

You can also use purchase history to recommend products you know your customer will be interested in and modify pricing, marketing, and other aspects to cater to their preferences. Additionally, you can personalize email marketing campaigns and promotions using customer feedback to attract more attention.

3 Methods to Obtain Customer Feedback

If you want to improve critical aspects of your customer service, obtaining customer feedback is a must. However, you may wonder, “How can I obtain customer feedback?” In this section, we’ll discuss some effective methods you can consider.

  • Conduct surveys

Surveys are a helpful tool for gathering customer feedback. When creating your survey, ask customers about their shopping experience, product quality, satisfaction level towards your customer service, and other relevant issues. To encourage participation, keep your surveys short and simple.

  • Customer Reviews

Customer feedback on review websites provides helpful information that can help you improve your product or service. To motivate customers to leave reviews, consider sending follow-up emails or offering incentives as a token of appreciation.

  • Capitalize on social media

Social media is a great place to engage with your customers and seek their feedback. Create engaging social media posts that include a “call-to-action” motivating your customers to leave comments about your services. This way, you can gather feedback from diverse people and gain valuable insights from various segments of your client base.

Conquer Ecommerce with Customer Service

Some businesses think that offering the best products will attract the most customers. While that’s true to some extent, providing excellent customer service is more effective in turning casual buyers into loyal consumers. So, keep the pointers above in mind as you improve your ecommerce customer service and build a loyal customer base.