RBE Group reviews about the company or how to hear your clients

It is important for companies to build a positive reputation on the Internet. Not only sales, but also customer loyalty depend on the number of positive reviews and mentions. How to work with reviews and learn to hear your customers - in the article from RBE Group.

Why write and who reads

87% of consumers look for reviews about a company online before making a purchase decision.

Most often, reviews on the Internet are left by people who have had a negative experience. Dissatisfied customers rush to tell everyone about their purchase because their expectations were not met.

What does a review that potential clients trust look like:

• A thorough opinion.

• Photos and videos.

• Completed author card: rating, photos and other reviews.

• Organization's response.

Consumers usually monitor reviews when choosing children's products, electronics and equipment, and also when they cannot make a choice for a long time and the purchase amount exceeds 5 thousand rubles.

Users will not read reviews when the product has a comprehensive description or the purchase is recommended by friends. However, the percentage of such users who never read reviews is equal to one.

Types of reviews, which ones to pay attention to

Reviews are left on geoservices, review sites and on the company’s social networks.

Negative reviews are left by dissatisfied customers, as well as scammers, competitors and trolls who lack attention. The abundance of negativity damages the brand’s reputation, so you need to work with all negative reviews.

How to work with reviews:

First, calm down and determine the type of feedback.

Constructive criticism - when the review contains a clear description of the problem and contains specifics: the name of the employee, the date and time of purchase.

An emotional outburst is when the review contains a lot of value judgments, emoticons and exclamation marks.

Trolling is when a review provokes a conflict and does not contain any specifics.

Competition - when the review contains many general words about “bad” service, “low-quality” work and “terrible” attitude towards customers.

Take the client's side and analyze whether you can fix the situation.

In response to constructive criticism, you need to write a comprehensive answer. If the error was minor, offer a discount or promotional code.

Response template:

• Greet the client and thank them for their review.

• Apologize for the mistake.

• Offer a solution to the problem.

• Ask for the user’s contacts to transfer the conversation to a private chat and analyze the situation in detail.

If commenters violate site rules, spread fake news, and publish personal information, you have the right to remove unwanted content.

We advise you to turn emotional outbursts into a constructive direction - ask the user for more specifics. Trolling and attacks from competitors can be ignored.

If you respond to negative reviews and offer solutions to the problem, you will attract twice as many potential customers.

Feedback is a reason to improve something

Negative reviews, of course, are upsetting, but they point to areas of growth. It is important to approach negativity constructively and see it as a chance to develop and strengthen your business.

According to Uberall, increasing a company's rating by just 0,1% can increase conversions by 25%. The more positive reviews your company has, the higher the trust in your brand will be.

How to increase the number of reviews:

• Ask customers for their opinions after every purchase.

• Send a newsletter reminding you to leave a review.

You can also encourage users to leave reviews using discounts and promotional codes.

Don't be afraid of negative reviews - they don't mean that the client is lost forever. On the contrary, you have a chance to fix everything!