Whether they are positive or negative, it is important to respond to the reviews left by your customers.
- In the case of a positive review, the customer will be delighted to read your response and will be more inclined to make a purchase again in your store because they will feel heard.
- If the review is mixed or negative, the customer will be reassured to see that you are taking their feedback or dispute into consideration
Furthermore, this ensures the positive online reputation of your brand and customer service. Indeed, internet users who check your reviews and see that you respond to your customers will be reassured to know that you are responsive.
There is no deadline to respond to a review!
Requirements
Having a user role that grants you access to review management (administrator, moderator, reviews...)
Procedure
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Go to the left sidebar menu
Review Management
- Click on the review you want to respond to. The order and review details will then display.
- Click on the box Respond to the review
- Write your response and then click Respond to send it
After responding to the review:
- You can publish it if it has the status under moderation or pending so that it is visible to users on your widgets and certification.
- If it is already published, the response will be automatically visible.
- You can also make a request for rejection and if the request is accepted by our moderation team, the review will be rejected and will no longer be visible to users.
- You can hide or show all responses related to the review by enabling the option Hide exchanges:
9 Golden Rules for responding to a review
- Thank the author for posting the review
- Personalize your replies as much as possible
- Worry about the comments firts, not the ratings
- Don't hold anything against the author personnaly
- Make your mea-culpa (even if the person responsible is your service provider)
- Be as specific as possible
- Reply as soon as possible Keep it short!
- Propose a solution
- Don't forget to optimize your answers with the predefined answers!
We also recommend reading: Why are negative reviews important?