Negative reviews often scare businesses, but they can actually be beneficial!
According to a survey conducted by Skeepers among 71k consumers, more than 60% of them have more trust when a brand responses to negative reviews (2 stars or less).
Negative reviews make positive ones more credible and show that you are transparent.
They also offer opportunities for improvement! Indeed, 95%* of dissatisfied customers return to purchase if their problem is addressed.
Finally, by publicly responding to negative reviews, you show all your customers that you are attentive and responsive.
We invite you to respond to reviews and follow these tips:
1. Thank the customer for their feedback and acknowledge the problem
Thank the reviewer for their feedback because every feedback is constructive and helps you improve! Also, acknowledge the problem raised. This shows that you take every feedback seriously, and that you are looking for solutions to satisfy your customers.
Example: "Thank you for taking the time to share your experience. We are sorry to hear that the product did not bring you complete satisfaction. We will work on improving it."
2. Personalize your response
Even if for convenience you prefer to use predefined responses, feel free to introduce some personalized elements!
Avoid too generic responses and respond specifically to the points raised.
Example: "We have checked your order and found that the delivery time was affected by a transportation issue. We apologize for this inconvenience."
3. Stay courteous and professional
Respond in a courteous and professional manner, even if the comment is unpleasant. Avoid emotional exchanges that could harm you.
Example: "We understand your frustration and sincerely apologize for this experience. We are committed to improving our service."
4. Offer a concrete solution
Provide a concrete solution or offer compensation to resolve the problem. Invite the customer to contact you privately to discuss the details.
Example: "Please contact us directly so we can resolve this issue as quickly as possible, and offer you a solution that matches your inconvenience."
5. Respond quickly
Ideally, we recommend responding within 48 hours. A quick response shows that you are attentive and concerned about your customers!
Example: "We have received your comment and thank you for bringing this to our attention. We are currently working on a solution and will get back to you within 24 hours."
To respond quickly to your comments, feel free to use the predefined responses.
Responding to customer reviews, even negative ones, can significantly improve your SEO (Search Engine Optimization), thus increasing your visibility in search results! By cleverly incorporating relevant keywords into your responses, you also boost your brand's visibility.
However, avoid mentioning your company's name in your responses. This will prevent these negative comments from appearing first in Google searches.
*Faire du client qui réclame un client en or - Daniel Ray, William Sabadie