Why Are Customer Service Reviews Are So Important?

Today, many businesses undervalue the importance of reviews and review management. To this day, word-of-mouth advertising is still one of the most effective forms of advertising we have available to us.

When your customers have a great experience with you, you’ll not only want them to share their knowledge with those close to them, but you’ll want them to share their feedback on your business’s website, Google My Business, Yelp, or social media.

In doing so, you are then inviting your future customers to preview the experience they will have and establish trust with your brand before they contact you directly. With this in mind, they’re much more likely to choose your company over those that carry several negative reviews.

Here Are Some Recent Review Statistics:

• 89% of customers will not act before reviewing what others have to say about your services and products
• 15% of customers will not trust businesses without reviews
• Only 65 of customers do not trust reviews at all
• Google accounts for 57.5% of all reviews worldwide
• Bestselling products have a 4.2 – 4.7 rating
• Local businesses have an average of 39 reviews

Not every review includes the kind of feedback that we all crave. However, responding to negative reviews demonstrates your customer’s worth and commitment to superior customer service.

Why Should You Reply To Negative Comments? 

By replying to negative comments, you demonstrate to them that you empathize with them and are eager to rectify the situation regardless of the cost or effort. This helps to re-establish their confidence in your business and fosters the formation of new relationships. Your business can utilize reviews to expose weak points and demonstrate acts of due diligence for the benefit of your audience.

Additionally, engaging with disappointed or dissatisfied consumers may result in repeat business. Your response creates a new opportunity for your company to receive a second chance when their concerns are addressed or rectified.

In addition, social proof of purchases drives sales. When you observe someone confident in their decision to make a large purchase, invest, or choose a company to complete a project, are you more or less likely to want to follow in their footsteps? The short answer is yes.

Consumers are more likely to relinquish their time and money to a service, product, or activity if they know that someone has already had a positive experience. A simple five-star review can be the make-or-break point for someone to pull the trigger and choose your business.

Customer Service Reviews Make You Visible

Reviews make your presence in the digital marketplace more visible. When you try to find a service or product, where do you go first? More than likely, you said Google or social media platforms such as Facebook or Instagram.

Positive reviews help feed the algorithm of these platforms with the help of fresh content. Thus keeping your brand in circulation. Before determining whether to do business with your company, consumers read an average of ten reviews. As a result, your business must have numerous reviews on a variety of digital channels.

Giving your customers the ability to leave reviews gives you a direct line of communication. Reviews not only allow your customers to express their experience but also allow you to form more personal relationships, much like through social media engagement, where you can learn from them and continue on a path of improvement for the future of your business.

While the manner in which you market your business is critical, having others talk about you is an excellent approach to amplify your message. By increasing positive conversations about your company, you will significantly increase your marketing efforts in a short period of time.

Rank It Up Marketing is a Cave Creek internet marketing company that specializes in social media management and other forms of marketing, including Facebook Marketing. For more than 25 years, we have worked closely with our customers to help their businesses find successful digital marketing strategies that will maximize your brand awareness, lead generation, and overall conversions.

How To Handle Negative Customer Service Review

It is definitely a challenging task to handle complex customer service review(s). However, it is part and parcel of the business. Therefore, you will have to face it at one point in time.

As a result, the following subsection will educate you and help you find some of the ways you can handle negative customer reviews. 

Here we go!

Listen

A customer leaves a negative or an extended customer service review because they need to be heard. Therefore, try to give them that. Hear them out. Lend them your ear. Listen to their concern.

Show Empathy

Listening would present you with the opportunity to have a conversation with the customer. However, empathy is the real thing that shows the way. Do not just listen to the customer, but you should feel what they are saying. Show empathy towards their distress. 

Apologize

Once the customer is done talking, you should start with an apology. Do not be robotic and send a generic message. Take your time and formulate a response. This would help the customer feel less distressed and calmer. This would present you with the opportunity to work towards a solution. 

Question

As a customer service executive, your job is to find suitable and credible solutions. Therefore, you must have a clear understanding of all the elements present in this situation. Hence, it is essential to keep asking thorough questions. Otherwise, you will need help finding a solution. Therefore, as questions and work towards the solution.

Follow Up

Your job continues when the solution is provided. In fact, you must make active efforts to follow up. This effectively helps you understand and retain clients in the long run. 

The Final Thought

This is why having a customer service review is essential for a business to grow. It gives the company a direct line of communication with the customer. This is very important as you can directly interact with the client and understand what the lacking element is. Keep following our page for more such content.

Additional Reading:

• Why Customer Service Is Vital To Your Business?
• How Long Does It Take To Get Good Customer Service?
• Omnichannel Customer Service: Definition, Benefits, And Best Tips