Reply to all reviews
And not just those that praise the product. Negative reviews are no less important, as they allow you to improve the products or services offered, as well as to demonstrate to customers that you care about them.
Users, seeing that the company philippine country code does not ignore the comments and ratings of buyers, will not publish negative reviews just for the sake of writing something.
Working with received customer feedback
Do not delete and do not be offended
The position of some companies - to delete negative reviews - is obviously a losing one. Because against their background, trust in positive assessments increases. In addition, by responding to criticism, the company shows concern for customers. An important rule: you cannot be rude in response to negative comments.
Reviews also affect the rating of companies on Internet resources. According to American research, which analyzed reviews on TripAdviser and Expedia, the rank of companies that respond to customers is higher by about 0.12 points. Although this seems like a small number, TripAdviser rounds off the ratings. For example, 3.55 is rounded to 4, and 3.24 to 3.0, and in the eyes of potential customers this is a significant difference.
Research from BrightLocal shows that most consumers use companies that have a rating of at least 4 out of 5 .
Listen
Let's repeat it once again. Don't be afraid of negative reviews. They should be treated as a growth point, showing what needs to be fixed. In addition, the right reaction to negativity can sway the client to the company's side.
If you receive an unflattering review, the correct course of action is to analyze the situation, apologize, and solve the consumer's problem. You should never be rude in response. It is important for the client to care about him as a person, not about his wallet.
What to do if reviews are written by competitors
There are several ways to figure out who writes fake reviews. They are based on the motivation of customers. So, when a real consumer writes a negative opinion, he will focus on ways to solve the problem. While the competitor's task is to cause maximum damage to the company's reputation. How to identify messages from competitors:
The same review is posted on different platforms. Most likely, it was written not by a real user, but by a competitor. The former want to draw the attention of the company and other clients to the problem, the latter simply want to spread as much negativity as possible.
No responses to messages. A client interested in solving their problem will always answer the company's clarifying questions. Competitors are not interested in further correspondence.
Suspicious content of the review. Real reviews contain information about the problem, description of the product, reasons for the conflict, proposed terms for its resolution, etc. Negative reviews published by competitors will only contain general phrases, such as exposing scammers and cheaters, not supported by any facts.
A disposable account in which no data is filled in, and after writing a single review, the activity ends.
It is necessary to collect evidence that the comments were left by competitors in order to remove them later without damaging the company's reputation.