Did you know that 9 out of 10 consumers say that online reviews impact their purchasing decisions, and 8 out of 10 consumers say that hearing back from the business about their comments makes them believe that the company cares about their customers?
Start an online reviews system
Setting the online reviews system and responding to customers increases your business visibility in search engines, which results in more customers. Here are a few tips to boost your online presence.
- Do not stop at Yelp. Create review opportunities across multiple platforms and encourage reviews on Google, Facebook, BBB and more. Your business is ranked on Google based on the nature, volume and consistency of the reviews you get.
- Ask your happy customers to share their awesome experiences online as well.
- Boost the visibility of the positive reviews by answering these with your business name, location and any keywords you know are relevant for your business.
When and how to respond to online reviews
If your time is limited and there are hundreds of reviews every week, you should develop a review system. Give priority to the customers that prioritize you! Put more effort into longer and more detailed reviews. People took time to express all those things, compensate them with the same effort and attention!
- Express your gratitude for taking the time to leave the review.
- Personalize the message by using the reviewer’s name.
- Comment on something specific from the review, mirroring the details they shared, but also their tone. A very enthusiastic review needs an enthusiastic reply!
- If the review also mentions a minor complaint, ensure the reviewer that you are taking care of that!
- Express “thank you” again, and sign off with a positive sentiment.
Select the negative reviews you will answer.
For some negative reviews, the best response is no response. These are the flaggable and filtered reviews.
- If you can conclude that there is just a case of an unhappy person having a venting moment towards your business, you do not need to waste time writing a reply.
- Judge case-by-case. If you consider that the review should be flagged because of language, for instance, consult the platform’s review guidelines, and then act accordingly.
- Some review platforms use moderation, filtering out illegitimate or untrustworthy reviews. We recommend not to respond to these already filtered negative reviews. Once you answer, you transfer some legitimacy to the review, and the platform reconsiders its filter and make it visible.
In the case of the negative reviews you choose to answer, postpone the reply until you cool off. Take at least one or two days to answer back, unless the customers need an immediate response – they might complain about a delayed shipment.
- Personalize reply, by using the reviewer’s name.
- Say thank you for the feedback.
- Empathize, empathize, empathize with their problem.
- Apologize for the specific issue they mentioned in the review, and explain that this is not in accordance with your business practices.
- Take the conversation offline, by giving a direct contact (name, email address/phone number) that could help in solving the issue.