Why It's Important to Respond to Reviews Online
Business owners used to rely on local commercials and advertisement to gain customers.
Thanks to the Internet and review sites like Yelp, they don't have to anymore. Now, online reviews serve as another marketing avenue.
Yet, not knowing how to respond to online reviews puts you at risk for losing customers, let alone your sales.
70% of consumers and 82% of millennials view online reviews before making a sale. So, knowing how to respond to reviews is critical.
Because 52% of people look at online reviews when considering to buy a product or service.
So, not responding properly could make you lose 52% of potential customers.
And 60% of job seekers will not apply to companies that have 1-star ratings.
Here's what you need to know about online reviews, including why they're important.
1. Builds Credibility and Trust
The truth is, the more online reviews your business has, the greater your influence is. This, of course, depends on the percentage of negative versus positive reviews.
The more negative reviews, the more your trust and credibility decreases. Who wants to buy that product or service when so many people say it's not that great?
However, the more positive reviews you have, the more people will trust your business.
2. Negative Reviews Matter
Yes, the amount of negative reviews can affect your business. But your response to them has an even bigger impact.
If you don't respond, people may view your business as shady or not valuing the customer.
How to respond to reviews?
So, the first step towards mitigation is to respond to reviews.
When doing so, keep it short, sweet, and polite.
Remember, the goal is to show not just that unhappy customer, but all potential and current customers that you value them.
While you do want to show your company's excellent customer service, you don't want to deal with the entire negative customer experience on the public review site.
Instead, ask the unhappy customer if you can email him or her to handle the details of that negative customer experience.
Most people will agree to this.
After appeasing the customer, kindly ask him or her if the negative review can be taken down.
Or ask the now-happy customer to post a positive review on the site addressing the previous negative review.
That way, you can show to customers that, while mistakes do happen, your business will take care of it.
3. Response Time
Just like not responding to a review can affect your business reputation, not responding in a timely manner will impact it is as well.
No, you don't have to respond within seconds of getting a review notification.
But within 24-48 hours is a reasonable time.
To help you stay on top of this, set up Google Alerts. Also, activate the notification setting on the review site.
That way, you don't have to constantly check the review sites. You'll simply receive notifications when someone reviews your product or service.
If you're strapped for time, consider creating personable automated responses.
Such responses could be "Thank you for your business." Or "Thank you for your review. We appreciate your service."
And for negative reviews: "We are sorry about your negative experience. Please email us so that we may resolve this situation. Thank you."
For more information about how to respond to reviews and online reviews in general, contact us.
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