Perhaps the most important part of managing online reviews for a business, is to know where and when the reviews are appearing. This way, you will be able to keep track of everything. This is something that is quite manageable in case you are using review management software. Otherwise, you will have to keep an active track of all the places where your service/business might get a review.
Managing reviews is not difficult at all. However, there is one single thing that makes the biggest difference. And that is, a proper plan! Without a proper management plan, you will not be able to generate or manage reviews.
Customer reviews management tips
In this article, we put together a number of tips that you can use to successfully manage customer reviews of your business on the internet. These include the following:
Track all the reviews
It is very important to track all the customer reviews properly, if you want to manage them. In this regard, it is extremely important to know about all the sources where your reviews are appearing. Well, luckily, you can find a number of online solutions that can keep a track of this for you. Furthermore, there are a number of websites that send notifications after your product has received a review.
At the same time, you some reviews management software also sends an alert whenever there is a mention of your business on any webpage or discussion. At the same time, you can search relevant tags related to your business on social media to find out what people are saying.
Create and maintain a business page
There are a number of websites that use data which is available publicly, to generate a business page for you. Claiming a page does not normally cost anything. Furthermore, it allows you to control whatever is there. At the same time, you can also create one yourself.
Choose someone to handle the reviews
Every business must have a representative to handle the reviews in a diplomatic and engaging manner. Hence, you must find someone who can efficiently monitor all of these reviews. There are some websites that do not allow more than a single response for every view. As a result of this, it is incredibly important to control the quality of responses.
Typically, you staff members who are handling the brand reviews should have a very friendly style of writing, a customer service attitude, the capability of resolving reviews, and good judgement skills. All of these skills combined, can turn a negative experience into a positive one.
Give response to positive reviews
It is critically important to respond to positive reviews, in order to let customer know that you appreciate their words. This can create a lot of goodwill in the long run, and can also create the possibility of the customer returning again to use your service.
Some people recommend sending a private message, whereas others recommend a public appreciation. However, this does not mean that you should ignore the negative reviews. Ignoring negative reviews is a bad move! Instead, it is important to be courteous and to resolve them publicly to show your customers that you really care.
Managing customer reviews is not difficult at all. However, it is very important to know how to manage it. For instance, if you run a law firm, there are a number of review management tools that can help you. So, we suggest you to use all of these in order to ensure that no single review goes unseen. This is because a lack of response to reviews is seen as a big red flag by most of the customers.