Online reviews drive customer purchases as they are unbiased. As many as 80% of consumers will review a product before making a purchase. Some of the popular social media platforms for reviews include Facebook and Instagram. Additionally, private review websites such as Revdex.com, Yelp, and TripAdvisor have become popular for their detailed, honest reviews.
Although receiving negative reviews can be disheartening, they can help a business improve its services while concentrating on its customer base. The most important rule when handling negative reviews is to respond to them as soon as possible, reducing the chances of additional negative posts on multiple platforms. Offering the customer, a direct contact number to the company’s customer service representatives can take the conversation offline while helping both parties clearly understand the problem.
Furthermore, customer service representatives who remain professional and use a sympathetic tone, have been shown to calm disgruntled customers leading to a faster resolution. Once all details are gathered, the company can decide on how the customer can be compensated. Compensation can take the form of a redo, a discount on their next purchase, or a refund. If the customer is happy with their resolution, consider asking the customer to remove the review while explaining how the review will affect the business.
Negative reviews are a big part of modern business and if looked at in a positive light can help to improve a business’s processes to better serve its customers.
Revdex is an online business directory. Revdex’s aim is to improve the connection between consumers and businesses. They provide the customers with an opportunity to browse and post negative complaints and reviews about businesses and they make it easier for their voice to be heard by the companies.