Tips and Software to Help You Succeed at Review Management
It is no longer
enough to have a terrific product in this day and age. The rise of social media
and online reviews has made consumers more knowledgeable than ever before,
giving them more power than we could have dreamed!
Consumers are
incredibly resourceful and may form an impression about your business very
fast. And you should be aware that online reviews and testimonials on social
media, review sites and other websites impact that perspective.
As a result, your
company's primary focus should be review collection and administration. And
fortunately for you, you can use review
management software to automate the process and free up your time
for other activities.
What is
Review Management?
Online review management is a powerful digital
marketing strategy that allows businesses to monitor, track, and respond to
online evaluations about their company that consumers submit on review sites
like Google, Facebook, Tripadvisor, etc. This guarantees that you can handle
customer reviews as they emerge, determine what consumers like and hate about
your company, and promote your top reviews as social proof to attract
additional customers.
Why is
Review Management Critical?
Customers see
authentic, unfiltered online experiences offered by current and previous
customers as more trustworthy than biassed information supplied by the business
itself. Because of their consumer appeal, they are critical for acquiring new
customers. All firms should practice review management, regardless of industry
or size. Your review management plan may vary depending on your company's
objectives, but major best practices include monitoring reviews, reacting to
customer feedback, and marketing your reviews.
5 Tips
for Review Management
1. Track
Reviews Across Platforms
Many large businesses
have whole departments dedicated to managing their reviews online. Suppose
someone tags the company in a tweet or Facebook comment. In that case, they
identify it immediately and send a direct message to the customer if the post
is unfavorable.
Large businesses
recognize that the key is to respond promptly, as negative news may spread
swiftly. The last thing any company wants is to become popular on social media
for the wrong reasons.
It's critical to do
this regularly, not just when you get a particularly negative review that
garners media attention. Every week, set aside time to ensure nothing slips
between the gaps. Set up a notification system to notify you whenever a new
review is submitted to make this even more accessible.
2.
Encourage Customers to Leave Reviews
People are more
likely to complain than appreciate a good product or service. Therefore
businesses that do not encourage satisfied customers to submit a review on
Google, Facebook, Yelp, Trip Advisor, and other similar sites are at a
disadvantage.
It's not difficult to
persuade satisfied customers or clients to leave internet reviews, but it does
need a little convincing.
Make sure that the
review writing process is simple and easy for your customers. On most websites,
businesses will provide links to well-known review sites. In the social media
part of a business website, you'll usually find Google Maps, Yelp, Facebook,
and other sites listed. Make sure this is prominently displayed on your website
so that you can quickly refer happy clients to offer you positive feedback.
3.
Respond to Customers’ Reviews
When clients express
gratitude or discontent with your products or services, attempt to answer as
soon as possible, that is what your customers anticipate from you.
Even if you are
unable to provide lengthy responses to their questions or promptly address
their worries, you can always drop a quick line like:
●
We're looking into it right now.
●
Please send us your order ID via
email. We'll look into it right away.
●
Thank you for your feedback. This
is something we've urged our staff to look into.
●
We appreciate you taking the time
to write a review!
●
We are aware of the problem, and
it will be fixed as soon as possible.
Ignoring negative
feedback might exacerbate the situation. If a business does not address a
customer's feelings, he/she will vent the rage elsewhere.
Only respond once or
twice to a negative review. Do not become engrossed in a lengthy discussion.
You can request that they contact you via phone, email, or social media (direct message).
Here are more review response templates you might find
useful!
4.
Monitor Social Media Closely
Having a profile,
page, or account on social networking sites like Facebook, Twitter, LinkedIn,
or Instagram will not help you build or manage your online reputation. Avoiding
such channels to maintain a low profile will make it simpler for a disgruntled
employee, disappointed client, or rival to destroy your company's online
reputation with as little as one unfavorable post.
Following the
development of a social media marketing strategy, you must distribute
fascinating and valuable information in various formats, such as photographs,
videos, blog links, and text, via your social network handles to build an
organic following.
Now that we’re done
with review management tips, let’s look at some of the top review management
softwares.
Review
Management Software
1.
BirdEye
BirdEye
collects reviews from your favorite review sites as well as 150+ other
platforms, ensuring that you get a complete picture of everything stated about
you online.
You can categorize
reviews into custom fields (regions, goods, rating number, etc.) with BirdEye
to better understand how different aspects of your business are functioning and
develop a holistic strategy.
2.
Simplify360
SimplyReviews
is part of Simplify360's end-to-end AI-powered customer service platform that
includes everything you need to deliver a great customer experience. From
omnichannel customer service to AI chatbots, social listening, and analytics.
SimplyReviews is one of the most sophisticated and comprehensive review
management tools. SimplyReviews make online review management a child's play!
You can monitor and
respond to eCommerce reviews, Appstore & Playstore reviews and
location-based reviews. You can also set autoresponders to reviews and escalate
reviews by setting alerts.
3.
Trustpilot
Trustpilot
is an online reputation management system that allows medium to large online
businesses to connect with customers and create trust, offering every brand the
ability to turn client input into actionable results. It`s fantastic for small
companies in the area.
Conclusion
The key to success in
effective online reputation management is speed. The earlier you respond to
consumer complaints, the better your chances of addressing the issue. Allowing
it to fester makes it far more challenging to resolve.
Successful reputation
management can be difficult because finding the balance between your review
channels can be difficult. You also need the right technology to support the
entire process, in addition to a well-structured review management plan. Therefore, we have
created a list of the best review management software solutions and now that
you have it, it’s time you start managing your reviews efficiently!
To know more, visit: https://simplify360.com/
or call on +91 11410 91911 or +91 9667559647.
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