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4 Reason You Should Respond to Online Reviews Directed at Your Company

Why You Should Respond to Online Reviews Direct at your Company can be difficult. There are several reasons for this, but we will explore four of the most important: Honesty, Transparency, Professionalism, and Empathy. In other words, a good customer service strategy is to respond to the reviewer in a way that fosters a positive brand image and builds credibility.


1. Honesty

Business owners must be genuine and honest when responding to negative reviews online. If a mistake was made, offer a solution and invite the customer to contact you privately to discuss their experience. Direct response can help turn the tide and earn the customer’s trust. While responding to negative reviews with the same dishonesty you display in your own company is tempting, this is a recipe for disaster.

The best way to respond to negative reviews is to focus on the brand’s commitment to customer service, how it handles complaints, and what’s next. It’s estimated that 76% of online reviews are posted on websites like Google or Facebook. You can usually obtain the reviewer’s name if the review is posted online. In addition, it’s essential to convey your appreciation for the customer’s feedback. Always say “thank you” and “I’m sorry” when responding to a negative review.

If a customer has a negative review, the best response is one in which he or she addresses the concerns raised by employees and discusses remedies for problematic areas. This approach is not always practical, though. Ultimately, responding to negative reviews has a natural, measurable impact on your business. Keeping in mind that different review sites have other policies and rules is essential. Remember that your reviews will appear on Google Search and Google Maps, so you’ll want to know the specifics.

If you have to respond to negative reviews, you should address the customer by name and explain what the company did to correct the situation. This way, you can mellow the situation and dispel any potential risk in the prospect’s mind. This is known as risk reversal. To respond to negative reviews, consider these tips:

While most entrepreneurs try their best to satisfy customers, some reviews may inevitably be negative. To avoid the situation, consult your trusted advisors. Responding in an emotional state is the worst thing you can do for your brand. Always remember that online reviews are a bridge between your company and its customers. So make sure you keep your business in good standing by keeping these tips in mind.


2. Transparency

There are several reasons to be transparent when responding to online reviews, but one of the most important is to rebuild trust. While mistakes happen and customers may feel angry or upset, admitting your mistake can help de-escalate the situation and build trust again. According to a survey, 89% of people say they are more likely to regain confidence with a business that admits its mistakes. Furthermore, 86 percent of consumers say that brands that lack transparency can lose their business.

Responding quickly is also essential. Answering within 24 hours can help you build trust with your audience and improve your brand image. The faster you respond to reviews, the more likely you’ll be able to respond to and address their concerns. Responding quickly also helps minimize the amount of time the review spends on the internet without being acknowledged. If a reviewer cannot respond within 24 hours, they should report the review to the platform administrators. The platform administrators will then take appropriate action, including removing the review from its website.

Being transparent with your customers will build trust among them and boost your brand’s loyalty. In addition to increasing confidence, transparency encourages brand loyalty. According to research, 97% of customers will stick with a company implementing customer feedback. Of course, implementing every customer’s feedback is unrealistic, but you can tell them precisely what you did with their feedback. Being transparent with your customers will create a more positive experience for them, build customer loyalty, and improve your products.

The FTC is focusing more on internet marketing these days. Businesses that don’t practice transparency risk fines and customer backlash. It’s not worth the quick profits if your business doesn’t provide value. Providing value and a positive customer experience will lead to customers. Hence, it will benefit your business immensely if you don’t ignore your consumers’ feedback. The FTC is an excellent place to start.



3. Professionalism

The first step in responding to negative online reviews is to thank the customer for taking the time to leave feedback. While it may seem difficult to respond to negative reviews, you must remain professional. Customers want to hear from real people, not a robot who has been assigned to answer every question. While 76% of online reviews come from Google and Facebook, you should acknowledge each individual reviewer and apologize for any mistakes.

Identifying who owns the online review program can be tricky. This process lives at the intersection of customer service, social media, and marketing. As such, it’s helpful to establish who is responsible for addressing complaints and monitoring social reviews. However, if you’re unsure, the best way to deal with the protests is to delegate authority to a branch manager or a marketing staff member. Once that’s done, you’ll be on your way to handling customer complaints.

The next step in responding to negative reviews is to personalize the process. Use the reviewer’s name when answering, as this helps set the tone of the conversation and show your empathy. Don’t be overly sorry for the experience, though. An excessively emotional response will come across as insincere. Instead, try to offer a solution or address any problems the reviewer may have had.

As with any customer service interaction, it’s essential to be professional. The best way to show this is to respond to the review thoughtfully. Try to make the reviewer feel you care about their opinion and thank them for expressing their concerns. If the reviewer was rude or personal, it’s a good idea to thank the customer privately. However, if they were abusive or outright hostile, try to address this more personally.


4. Empathy

There are many benefits to demonstrating empathy when responding to online reviews direct at your company. It not only protects revenues and prevents losses but can also enhance your company’s reputation. In today’s competitive business world, empathetic behavior is critical to staying on top of customer expectations. With so much competition in the market, consumers are aware of their choices and can vote with their feet. Empathy involves two or more people and focuses on the nature and value of the connection.

The ability to understand other people’s feelings is a fundamental characteristic of empathy. It motivates consumers to make supportive decisions, increase purchase prices and increase patronage intentions. Empathic agents use this understanding to guide the business decision. In addition, empathetic companies have developed decision-support models that embed this ability into their organizational systems. If you are considering the implementation of a cognitive empathy approach in your own company, here are some suggestions:

When responding to negative reviews, demonstrate empathy. Most people post negative reviews because they feel unheard, ignored, or unsatisfied. Compassion does not mean making excuses but showing genuine concern for the customer’s problems. If possible, offer contact information so the customer can follow up with you. This will build a relationship and show the consumer that you care about their concerns.

The standard mistake companies make is ignoring the importance of empathy when responding to online reviews. Empathy is the ability to put yourself in the customer’s shoes. It allows you to identify with their feelings and offer solutions that meet those needs. Ultimately, empathy results in customer loyalty and repeat purchases. Moreover, empathy can help your company avoid misunderstanding. In short, empathic interactions can lead to increased sales and repeat purchases.