You attend a party because you receive an invitation, but,
there's a thing which whether being invited or not, needs to be entertained
politely, and it is a customer review. You may or may not ask your customers to
post feedback, but generally, they do by themselves. If they do with negative
thoughts, then definitely this was not you were looking for. With an increase
of review websites in this information age, customers leave no chance to
broadcast how they felt about your service or whether your services are worth
revisiting or not. According to a study, 61% of shoppers rely on posted reviews
and decide to purchase an item or visiting a place as per suggestions.
Reviews play a significant role in SEO and customer
engagement by increasing conversions, eliminating doubts and stimulating trust
in your brand. Let's understand how you can deal with negative reviews:
Provide prompt
answers- According to e-Strategy Trends, when a company responded politely
to a customer's negative reviews, approx. A third of customers deleted or
replaced their negative comments. Moreover, a fifth of such reviewers became
loyal customers and revisited the website to make another purchase. Ensure you
are active on your social media accounts and are politely addressing the
feedbacks.
Apologize and
empathize- You have to be in your customer's shoes when you receive
feedback from them. Especially when it is negative feedback, your job is to
console the customer by empathizing. An expert was quoted saying, "Make up
for the mistake, even if it's not your fault. By making amends, you're much
more likely to get the customer's business again."
Seek a second chance-
A key to retaining business is to take action on negative comment and post
healthy response consoling the customer to give you a second chance. Offering a
voucher or replacement can be a tactic to impress a displeased customer.
Handling Negative
Customer Reviews
Handling multiple conversations to satisfy the needs of each
customer can prove cumbersome because you have to emphasize positive feedbacks
as well. Think about automation which can hinder negative reviews from audience
and allows you (admin) to fix them personally by communicating personally with
a particular customer. Online Reputation Management (ORM) can help you achieve
this. With an ORM tool, you can seek feedback from your customers through a
questionnaire on their email address. When the response is received, the admin
has authority to trigger negative feedback emails to his/her company's
concerned department. To publish positive reviews on the web, the admin can
send a copy paste link to the customer, through which the customer can post the
reviews on the internet.
Automation Tool for
Your Business Growth
Oqrapp is an ORM tool which can help you segregate negative
and positive reviews. It is one of the most efficient methods of saving your
reputation and brand value online. Connect with Oqrapp's experts to get this
installed for your business.
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