Ecommerce is flourishing, and industry experts predict that the number of web shops will continue growing at a fast pace in the coming years. The number of ecommerce sites earning meaningful revenue last year is estimated to be somewhere between 100,000 and 650,000.
Today’s consumers are quite comfortable with sharing their credit card and other information electronically, and retailers are coming up with increasingly attractive offers on shipping and returns. The result is that more and more purchases are being carried out online.
The online nature of ecommerce creates more opportunities for feedback than ever before. Ecommerce customers are more likely to share feedback with you and about you because they are already active online.
We have ecommerce customers who get feedback in the range of tens of thousands of comments per month and even some who get over a hundred thousand comments per month.
All this online feedback brings a whole new set of challenges for customer experience managers who are trying to get a handle on shopper insights and customer support personnel who are trying to provide worthwhile support to their customers.
Let’s take a look at four of the main challenges associated with ecommerce feedback.