Responding to online reviews is more important than you might think! In fact, maintaining a positive online reputation can impact your bottom line because more than 90% of buyers are influenced by online reviews.
Let’s review why and how you should respond to online reviews:
Why Should You Respond to Online Reviews?
When you respond to a review, whether positive or negative, you are letting the customer know that their opinion is valued. This will encourage them to shop with you again and will help other potential customers know just what kind of customer service they can expect from your business.
Even if a customer had a negative experience, you can turn the situation around with a well-crafted review response. It’s suggested that 70% of customers who complained will reconsider a business if their concerns have been acknowledged and handled in a professional way.
How Do You Respond to Reviews?
By properly responding to the reviews on Google, Facebook, Yelp, or other sites, you can capitalize on the positive reviews and limit the impact of negative reviews.
Responding to Negative Reviews
Start by apologizing for the inconvenience and sympathize with the customer to ensure they see your sincerity. Next, move the conversation offline by giving them your contact information so that you can resolve the issue in private. It’s also important to not include your business name or any keywords in your response, as it might flag it for search engines, which is the last thing you want.
Responding to Positive Reviews
Responding to positive reviews is just as important as responding to negative reviews, and these responses can help keep the customers happy and connected to your brand. Be sure to be specific when you thank the customer. No one wants a canned response, so consider mentioning their name, or the product or service they enjoyed.
Responding to all the reviews posted on various platforms will help build and boost your business’s online reputation. If you are overwhelmed with the responses, we can help build your reputation on your behalf. Contact us online to know more.