For businesses selling products on e-commerce sites, managing your online reputation is essential for success. Online reputation management (ORM) is the process of managing reviews, product quality expectations, and trust with customers. This article will shed light on ORM best practices on Amazon, Flipkart, and other e-commerce platforms.

1. The Do’s of ORM on E-commerce Platforms

Your brand’s online reputation can be managed by setting laws of online conduct that help build trust and satisfaction with customers. Here are some effective practices to put into action:

i. Take Measures to Achieve the Highest Ranks in Product Ratings.

One of the most important factors that affect the buying choices of customers is reviews from other customers. Capture and nurture product credibility through positive ratings. For example, over 37,000 reviews for Senso Bluetooth headphones sold on Amazon makes it one of the best selling products. Positive comments and feedback is a surefire way to increase Sales.

ii. Employ Saying Thank You Automation for the Gathering of Reviews.

Let technology do the work for you! Automated programs can send thank you and follow up emails to motivate customers to rate against set KPIs. Habitual asking for ratings is an easy way to form a trustworthy collection of ratings.

iii. Response Delay Time Should Be Little to None.

There should be no reluctance when resolving issues related to customer service. Aim for quick response time to inquiries or complaints. When the customers have issues and they receive quick resolutions, they tend to leave positive reviews about the business.

iv. Offer Services with Quality Products

Establishing trust highly relies on offering quality products. Trust often leads to satisfied customers – the ones that return and lead to bolster your reputation online. Always make sure you deliver a product at par or exceeding the expectation of the customer.

v. Describe Products in Details

Detailed explanation about the product is essential to customer satisfaction. Description related to size, Measurement, color, design, and functionality should be precise. For instance, if you are selling a wedding ring, make sure to mention the size, appearance, and packaging to avoid any misunderstandings.

vi. Timely Delivery with Proper Packaging

Proper customer service includes, timely delivery and good packaging of the product. As with every business model of customer service, customers expect their orders to be delivered at the promised time and in good shape. Continuously make sure that you keep up with that expectation.

vii. Sign up for “Fulfilled by Amazon”

Sign up for ‘Fulfilled by Amazon’ to evade all shipping problems along with saving your reputation. If a mistake happens, Amazon does all the damage control which helps in avoiding unwanted negative reviews that affect your ratings.

viii. Regularly Monitor Customer Satisfaction

Always keep monitoring your customers as you are not doing them a favor. random checks can help you in gauging satisfaction and making changes wherever required. Implementing such changes will lead to customers happier customers and more positive reviews and higher ratings.

ix. Interact Constantly on Social Media

Use social media to give updates to your audience regarding your products and services. You can also share some positive testimonials, the development process, and customer stories. Frequent communication will increase confidence and loyalty among your customers.

x. Show Self-Control on Other E-commerce Sites

Note your activity on regional marketplaces like Amazon and Flipkart. Engage with the audience through social media and attend to queries or complaints and provide proper responses. You may delegate some ORM activities so that responses are made quickly and in a professional manner.

2. Don’ts of ORM on E-commerce Sites

Here are some errors to steer clear of, which can damage your e-commerce business reputation while marketing your brand online.

i. Don’t Reach Out to Customers for Deleting Negative Comments

Avoid asking customers to remove negative comments, only do so when their reservations have been completely addressed. Instead, seek to address the issue and make the customer happy with how they have been dealt with.

ii. Avoid Giving Response That Are Defensive or Abusive

They should always provide appropriate solutions to the questions raised. Do not respond in a defensive or abusive manner to negative comments. Remember that a well-mannered and less confrontational response is more helpful for your brand.

ii. No More Buying Reviews, It is Damaging to Your Brand

While it is effortless to purchase reviews for your business, it can obliterate your brand’s reputation. This is because genuine reviews build trust among customers which is crucial for a business’s success.

iii. Check Negative Reviews

Failing to acknowledge negative reviews can impact your credibility greatly. It is best to respond by dealing with the matter pragctically. After all, a great negative review can make a customer a frequent buyer.

iv. Avoid Spam Messages to Clients

It is helpful for your reputation on platforms such as Flipkart and Amazon to refrain from spamming clients. It is always better to send messages that have meaning and will benefit the client’s experience with your business.

v. Don’t Over Think About Negative Criticism

Although negative reviews will always occur, they should be embraced as an advantage for you. Instead of stress it, it is best to use it as a pointer to better your services and products.

Recap for ORM on eCommerce Websites

Be strategic in managing your reputation on an ecommerce site. Here are some handy tips:

• Regularly solicit client feedback to collect reviews.
• Also endeavor to sell quality products that will engender trust among buyers.
• Don’t request permanently removal of negative reviews unless the problem has been dealt with.
• Always uphold integrity and authenticity. Also stop purchasing fake reviews.
• Adhering to these guidelines can improve your brand’s perception within your customers’ minds and help your e-commerce store build a loyal customer base.
• Implementing these strategies and maintaining an exceptional reputation online while providing good customer service will enhance your Ecommerce brand’s visibility, sales, and sustain long-term growth.