Online reviews have become an essential tool for consumers who are deciding which businesses to support. With so many online platforms, the average person can share their experience in just a few clicks. There’s a lot you can learn from online reviews, and they can be a valuable tool for improving your customer service. Every review – both good and bad – can help affect your business, so it’s important to try to steer the narrative.
There’s no need to be intimidated: review response can be expertly handled if you understand a few key points. The first thing to note is that today’s consumers are savvy. They don’t want templated responses but instead prefer to feel like they are communicating with an actual person who really hears what they’re saying, and cares about it.
How can you accomplish a personal discourse? Here are six things to keep in mind when it comes to responding to reviews.
Online reviews are an integral part of the decision-making process for most products and services, and your company’s reputation depends on how you respond. Please reach out to your CSM team with any questions you have!