How To Write Great Online Review Of Service

When I'g deciding where to shop, swallow, or visit, I often start with online reviews.

And I'm not alone. In 2022, more than consumers are reading online reviews than ever earlier — with 77% 'ever' or 'regularly' reading them when browsing for local businesses (up from threescore% in 2020).

Online reviews tin exist a fantastic indicator of a brand'southward relationship with its customers, which is why they're such a powerful tool for expanding your reach and alluring new leads.

Nevertheless, from a brand perspective, online reviews tin can exist catchy. You have virtually no control over what someone writes about your brand. Fortunately, what you tin control is how you answer to both proficient and bad reviews to protect your brand reputation and even increase positive sentiments.

Here, let'due south explore how experts at Help Lookout man, Aircall, REVIEWS.io, and Ringover respond to both positive and negative customer reviews to ensure their reviews continue to work for their brand … not against it.

5 Tips for Responding to Customer Reviews [+ Examples]

1. Use reviews as a chance to listen to your customers.

Max Bailey, an Aircall Customer Marketing Manager, told me reviews are a take chances for you lot to mind to your customers.

Equally he puts it, "They are writing to exist heard, and it is your job to show them that yous're listening."

Additionally, Bailey explains that you lot'll want to reply to both negative and positive reviews. For instance, have a wait at his response to a customer who recently left a review explaining he didn't feel he was getting the back up he needed:

Bailey told me, "For negative reviews, pay attention to their feedback and get across saying 'distressing' by explaining what can and volition be done to solve their bug. It's acceptable to tell the customer that you might non take the solution in the moment, but it is key to share what steps are being made to achieve a resolution as soon as possible."

Bailey says it's equally important to retrieve almost how your response to a positive review can have that customer's appreciation to the adjacent level. "For positive reviews, listen to what made their experience 'good' and find a mode to make it 'great.' A thoughtful response that goes in a higher place and across to solve a client's future needs can easily turn a five-star review into a 6-star one."

Consider how Bailey responded to this v-star review. The reviewer notes that they're pleased with Aircall and appreciate how Aircall provides the option to include another tool in the program to access a client'southward file. In response, Bailey sent along an updated list of integrations for the reviewer to check out:

It's important to consider how you might respond to your own positive and negative reviews to show you're listening and taking feedback seriously.

Reviews can be leveraged to amend your customer experience and satisfaction, and so they should never exist ignored.

2. When responding to reviews, put yourself in the customer's shoes.

Rich Ball, Senior Brand Marketing Manager at REVIEWS.io, told me a review is a bully way to start a chat with your customers.

Ball says, "Many companies don't think to respond to positive reviews, but it's great to show potential customers that you intendance and build that relationship with them. Even a quick thanks message can go a long way!"

"On the flip side," Ball adds, "we come across many companies worry about negative reviews, merely negative reviews are an opportunity to show how good your customer service is and that yous're responsive to poor experiences."

Rather than fearing negative reviews, consider how you lot might approach negative reviews as an opportunity to connect with a dissatisfied customer and fix an issue, which tin can ideally help you win dorsum their loyalty.

Consider, for instance, how one of REVIEWS.io'south customers, Bloom & Wild, responded recently to a negative review:

Personally, I've always felt profoundly impressed by a client service representative who goes out of their way to accost my negative feedback and ensure I'one thousand treated well.

As Brawl puts it, "We accept seen that the best mode to handle negative reviews is by taking a step back and putting yourself in the customer's shoes. Practise some research into the problem they're having, and and then answer with a personal response (make sure to apologize and offering a solution)."

Ball adds, "We e'er advise replying publicly to negative reviews — if done correctly, it will only do good for your online reputation or even encourage the reviewer to change their reviews."

three. Pay attending to social media reviews, and use them every bit feedback for your product squad.

Help Lookout man Campaign Managing director Saphiya Hindeyeh suggests businesses pay attention to social channels, as they often hold effective customer feedback.

"In some cases, social media tin can be even more powerful than traditional review sites," Hindeyeh told me.

Hindeyeh adds, "Where one would have to dig through a business'south reviews in a traditional review site, a social media mail tin can pop up on anyone's feed. And, every bit we all have seen, once a postal service gets enough engagement, the more people run into it and the more influence it'll have on the public's perception of your brand. For that reason, it's crucial to know how to address these online interactions."

In particular, Hindeyeh says social media reviews can be valuable feedback for your product team.

"A common complaint on social media is feature requests that aren't currently in your production roadmap. You may be inclined to answer 'We're working on it', but that'due south a false promise. Instead, be honest and permit them know you're sharing it with your product squad. At Help Scout, our Product team tracks interest for feature requests that come up in from multiple channels. So keep that line of communication open as that social post could be valuable production feedback."

For case, accept a look at how HubSpot recently responded to valuable input from a client who is requesting a mail approval process for HubSpot's social scheduling tool:

Along with acknowledging HubSpot "hears Alix's complaint loud and clear", HubSpot'southward social squad took it a step further past sharing a community forum folio so Alix can become her suggestion heard by the correct people — HubSpot's Product team.

Ultimately, it'south of import to consider how your customer support team and production team might align to ensure y'all're providing customers with both short-term and long-term fixes for their product complaints.

4. Employ positive reviews as an opportunity to market your product.

Doug Mulvihill, a Marketing Manager at Ringover, told me that his team believes responding to positive feedback is just every bit critical equally replying to negative reviews.

He says, "By responding to positive reviews, you're not only demonstrating that you're listening, only that yous also value your customers. If you answer to your positive reviews, you give yourself the chance to… well, let'due south not say to boast, just to pat oneself on the back."

For instance, consider how the Ringover team responded to this contempo review left on TrustPilot:

Doug adds, "Responding to online reviews isn't just good client service, it'due south a costless and positive style to market your product, service, and concern."

For instance, if you reply kindly to a positive review, perhaps your engagement will help boost the review on social channels or review pages. And, best of all, other prospects volition run across that y'all respond and care about your customers' input.

As Doug reminds me, responding to reviews tin can assist your Google ranking, likewise: "By responding to positive reviews, you're also helping to increase your visibility in Google search results, specially for those local searches that are so of import for local independent shops, bars, and restaurants."

5. Acknowledge and validate your reviewer's feelings.

There's nothing more frustrating than telling someone how y'all feel about something and having them respond, "I really don't understand what you're talking about."

Which is why, when responding to negative feedback, y'all'll want to take the time to acknowledge and validate your reviewer's experience — because, ultimately, even if you don't concord, you can't tell them how they feel is wrong.

As Help Spotter'southward Saphiya Hindeyeh puts it, "When responding to negative posts, a good rule of thumb is to assess, and so address. While it's good to respond in a timely style, the quality of the response is more important than the response time."

She adds, "Substantially, your reply should acknowledge and validate their feelings, explain what might have caused the effect without sounding defensive or making excuses, own upwardly to the mistake, and explain what you're doing to solve information technology."

Of class, you lot don't want to repent if your make didn't have command over the issue at-hand — but yous nevertheless want to take responsibility for any deportment you lot're planning on taking to appease the unhappy client.

Hindeyeh told me, "How you respond depends on the context. For example, if in that location was a third-political party system outage (which is happening a lot more nowadays), that's not something you demand to apologize for, but you should explain the state of affairs and what you're doing nearly it."

Ultimately, positive and negative reviews are largely a matter of perspective. Your client back up squad can spend time feeling frustrated past negative reviews and ignoring them entirely, or they can view negative reviews every bit constructive feedback and an opportunity to highlight how helpful, responsive, and considerate your brand really is.

And, while you tin can't please all unhappy customers, your review responses can go a long way towards showing other prospects how your brand handles hard situations — which could help foster a deeper trust betwixt your make and its audiences.

Originally published Mar 25, 2022 vii:00:00 AM, updated March 25 2022

Source: https://blog.hubspot.com/service/online-review-examples

Posted by: alexanderaunce1959.blogspot.com

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