Reputation Management Tool- Handling Negative Reviews

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.

Online Reputation Management for Restaurants

Don't you think that your restaurant's reputation across the web lays a significant impact on your sales? Believe it or not, but, 97% of people read online reviews while 68% people trust them to drive their way in its conformance. Your review book may confine the negative reviews just to yourself or your staff, however, online reviews will expose them openly in front of the whole world. Customers have grasped the benefits of digitization favorably and many of them hardly leave a chance to take their reviews on the web. No one is authorized to delete or modify the submitted reviews, and hence, one has to face consequences of the negative reviews.

We have a way out to know the customer's feedback in a manner that negative reviews get posted only to your account, and just the positive feedback gets displayed on search engines. To accomplish this, you would need to use Online Reputation Management (ORM) tool for your restaurant. 

How ORM works?

A pre-requisite for ORM to function for your restaurant is that you must know the email addresses of your customers. ORM sends a feedback link to a customer's email address which contains a questionnaire customized by you. Once the responses are submitted, you can review them. You can retain negative reviews with yourself for process improvement and connect personally with your customers to apologize & learn more from them about your services. To display positive reviews on search engines, you can trigger a copy paste link on the customer's email address which asks the customer if he/she is willing to paste the reviews on the search engine. If the customer copies the positive reviews on the web, then your branding is automatically done. People will follow the reviews, and your sales graph will grow exponentially.

How ORM helps a restaurant business?

The taste of each person differs slightly. However, there are instances where the taste of people varies largely. ORM has specific straight benefits which are listed below:

·         It allows easy reach to customers personally.

·         It helps you in dealing with customer complaints promptly.

·         Psychologically, it projects a right image in customer's mind and helps in maintaining good relations.

·         It is a strategy to build customer trust.

·         It leverages positive impact on customer and helps in minimizing negative reviews

·         It adds a benefit to your restaurant business in comparison to your customers.

·         It encourages online endorsements.

Manage Your Restaurant's Online Reputation

Oqrapp is an ORM which can cater your needs of maintaining your reputation online and build customer trust. There's a massive need for online reputation management for restaurant as in 95% cases people follow online reviews before ringing into a restaurant. To know more connect with Oqrapp team now.

How Online Reputation Management Works

Online Reputation Management

Do you have a business? Did you get negative reviews which are hampering your reputation? Well, we have a solution to mend the differences and captivate your target audience. Ponder about a means which can allow you to stay in a proactive communication with your customers where you can resolve their queries, respond to their feedback and monitor their behavior towards your services. Moreover, in turn, it can enhance your online presence and add brownie points to your cart over your competitors. You can achieve these factors by strategizing your business with an online reputation management(ORM) tool. Let's understand how it works:

·         Seeks responses from customers- Your customer may say 'Thank You!' after you have completed his/her job. However, he/she may not mean it. ORM tool does a sneak peek to gather information on what did the customer felt about the service. Furthermore, offline feedback does not drive online traffic, and you are missing a large scope of your audience if your online presence is not much visible or appreciated. The tool helps you in connecting with your customers. It sends a link to your client's email address which opens a questionnaire. Here they submit the responses and there you are ready to identify their inclination towards your services.

·         Gets testimonials-The testimonial section on your website may not be the potential tab which user may usually be scrolling. ORM helps you in seeking testimonials from your customers. You can then post these positive feedbacks on your social media platforms to engage customer attention and flaunt your pre-eminence.

·         Displays only the positive reviews- Yes! You read it correctly. ORM tool can display the positive feedbacks online and hinder the negative ones. Now, the question arises what happens with the negative comments? ORM tool is a continuous business improvement gear because it posts the negative feedback to your manager or concerned team to notify the loopholes figured out by customers. This way you can adhere to your customer's expectations. 

·         Enhances Google presence- The underlying algorithm of Google's search engine shows customer reviews in two fashions- first, the most recent one and the other being the most helpful one. These both show organic ratings and reviews irrespective of its positivity or negativity. When a customer submits feedback in the questionnaire provided by you, a link is sent by ORM to your business email address as well as to the customer with a link. This web link allows customers to paste their submitted reviews on Google.

Build a Strong Reputation

One Question Reputation App is one such ORM tool which can help you achieve a substantial prestige amongst your customers and your competitors. This tool has received an excellent response, and many businesses are already up to it. What are you waiting for then? Get this now!