Polite and calm

Trendyol is one of the largest e-commerce platforms in Turkey, offering a wide range of products from clothing to electronics. For sellers on this platform, it is important not only to list their products but also to actively engage with buyers.

If we wanted to describe this article in four sentences, they would sound like this:

People want to be sure of the quality of a product before they buy it.

Reviews help not only customers, but also companies.

Positive reviews attract customers.

Negative ones force businesses to improve their service.

But, let's get into order. We tell you why reviews and questions about a product are really important. We'll also cover the basic principles of how to properly answer questions and reviews on Trendyol so that customers will want to come back to you again and again.

Here is some statistics:

90% of shoppers read reviews before buying, and 47% post reviews every month. Nine out of ten women are guided by online opinions. 85% write reviews to help others, and nearly half consider them equal to recommendations from friends. 69% of potential customers are willing to buy a product if they see a positive review. Men write reviews less often than women.

What are the basic principles of handling feedback and questions on Trendyol?

1. Fast response

One of the main factors affecting customer satisfaction is speed of response. Customers appreciate promptness, so try to respond to questions as quickly as possible. Set a time limit for you or your account manager to respond to customers - preferably no more than 24 hours. Stick to this rule! There are no weekends or holidays in e-commerce. If a question requires a deeper analysis, let the customer know that you are working on their question.

By the way, on Restatos we can see how the product rating and the number of ratings of competitors have changed.

2. Respectful attitude

Every response should be polite and professional. Use greetings and farewells, address the customer by name if possible. For example: “Hello, [Name]! Thank you for your question.” This will create an atmosphere of friendliness and show that you appreciate the customer.

3. Clear and informative

When answering questions, try to be as clear and specific as possible. Avoid complex terms and obscure words unless necessary. For example, if a customer asks about the size of a product, provide exact measurements and recommendations for selection. The more useful information you provide, the more likely the customer will order from you.

4. Dealing with negative feedback

According to Statista, 86% of customers will think twice before buying from a company with bad reviews!

Negative feedback is an inevitable part of business. It's important not to avoid them, but to see them as an opportunity for improvement. When responding to a negative review:

- Acknowledge the problem: “We apologize for the inconvenience.”

- Offer a solution: “We are willing to exchange the product or refund your money.”

- Show a willingness to improve: “Your feedback will help us get better.”

This approach can not only change the mind of a dissatisfied customer, but also demonstrate to other customers that you are responsible.

5. Encourage positive reviews

81% of customers are highly likely to write a positive review if they know that the company has gone the extra mile to make them happy.

Don't forget to thank customers for positive reviews. This creates a positive image of your store and encourages other customers to leave their opinions. For example: “Thank you so much for your review! We are glad you liked our product.”

6. Use templates

To speed up the response process, develop a few templates for frequently asked questions and standard situations. This will help you save time and maintain a consistent communication style.

For example:

“Hello, thank you for your question. Yes the dress is made of natural cotton, it is confirmed by a quality certificate. Have a nice day!”

“Good afternoon, thank you for your question. The insole size in size 40 is 25 cm. We wish you a good shopping experience”

7. Watch your language and style

Be sure to consider your target audience when choosing your language and communication style. If your store is aimed at a younger demographic, use a more informal style. For a more mature audience, go for a more formal tone.

Many Trendyol customers demand to be treated with too much respect, and they will not accept a “You” or friendly style of communication. If you are just starting to sell on Trendyol, we recommend a more formal style of answering questions. You can make a lot of mistakes and offend the buyer.

By the way, the rating of the product on Trendyol takes into account and on the basis of data on how many buyers have the product in their favorites. This information about your competitors or your own product can be obtained by using Restatos analytics.

8. Analyze feedback

Analyze customer feedback and questions regularly to identify recurring problems or requests. This will help you to improve the quality of your products and services, as well as customize your offer to meet the needs of your customers. This can be done long manually, or you can use special programs. Here is such a solution presented with us. Reviews are automatically divided into bad and good, which is convenient for their further analysis.

Answering questions and reviews on Trendyol is an important aspect of being a successful seller on the platform. Being prompt, courteous, informative and willing to improve will help you create a positive image and build customer trust. Remember: every contact with a buyer is an opportunity to grow your business!