Review management has become a game-changing factor for brands today. How brands deal with their reviews creates an overall impact on how customers perceive the brand. Brands that have been able to manage their reviews successfully witnessed increased sales, increased Word-of-Mouth marketing, a loyal customer base and more.
Statistics say that 60% of consumers have refused to do business with a brand just because they’ve had negative reviews. And knowing how to manage your reviews effectively can help grow your business to a great extent!
In this read, we’ve come up with successful brand review management principles that’ll help you manage your online customer reviews with ease!
7 Successful Principles for Review Management
Following these 7 ways can help manage your online reviews successfully and maintain a good online reputation.
That said, let’s get started!
1. Identify and Establish Presence On Major Review Platforms
The first principle for successful online review management is to be present on major review platforms. Identify which review platforms are major - the ones that could influence your business growth and make sure you establish your presence there. Check out your competitors and see where they are present. Being present on major review platforms is the key to generating more reviews for your business.
2. Respond to Customer Reviews On Time
Another principle for successful online review management is responding to customer reviews. And here’s the most important thing - you should respond to them on time! Since it’s online reviews we are talking about, you never know when a review could start tarnishing your brand reputation. And it’s best that you respond to customer reviews at the earliest, doesn’t matter on which channel the review is from!
Now, here’s the challenge!
Scanning every channel for new reviews manually can be a difficult task. You might even end up missing a couple of customer reviews at times. It’s best that you use a review management platform to do this.
You get notified of all customer reviews across different channels and platforms like Google My Business, Social Channels, eCommerce Platforms, Yelp, TripAdvisor, Zomato and more! The best part is, you can respond to customer reviews from the review management platform itself.
This eliminates the need for constant monitoring and switching between channels - saves manual effort and allows you to respond to customer reviews on time!
3. Use Canned Responses to Reply to Reviews
You cannot manually respond to reviews every single time. Most of the time, you’ll probably be responding to the same kind of reviews. If you’re running a restaurant, people appreciate how they had a good time in your restaurant and how they enjoyed the food. Or it’ll be feedback about staff behavior or how you could improve your restaurant services.
For scenarios like this, you can use canned responses. In fact, the best review management softwares today automatically responds to online customer reviews making the overall review management job easy for you!
Here are 15 review response templates for you to respond to online reviews. You can use these response templates to pretty much reply to any of your customer reviews.
4. Set Up Alerts for High-Priority Reviews
As a business, you’ll be getting all kinds of reviews - good customer reviews, neutral customer reviews and bad customer reviews. The good and the neutral reviews can be responded to at a slower pace but it’s the negative reviews that need your immediate and utmost attention.
You can consider setting up alerts for high-priority reviews. Review management platforms like SimplyReviews trigger alerts for reviews based on the sentiment, nature of the review and the overall rating. Notifications can be received via Email and SMS for high-priority cases as well! This will allow your support team to focus on reviews that matter at the earliest!
5. Create a Review Management Strategy
Successful review management comes down to having a good review management strategy in place. Only when you and your support team have a clear understanding of how you’re going to manage online reviews, it’s going to be hassle-free.
This includes what kind of reviews you will respond to and you will not respond to, how you will handle fake reviews and other general reviews, who from your support team will handle specific types of reviews and more.
Here’s an article about the same - How to Create an Online Review Management Strategy for Your Business?
6. Make Your Support Team Understand the Importance of Reviews
This is one crucial factor when it comes to review management. Only when your support team understands how important review management is, they’ll act accordingly.
Discuss with your support team the importance of customer reviews and how they can help your business grow and become customer-centric. When your support team starts to handle and respond to customer reviews like a PRO, half the job is pretty much done!
7. Start Using a Review Management Software
Like we were saying above, having a review management software onboard can make it super easy for you and your support team to manage reviews. An ideal review management platform will allow you to,
- Monitor and respond to customer reviews across different channels from one single inbox.
- Respond to reviews automatically based on the sentiment and nature of the review.
- Auto-route reviews based on the nature and sentiment, making it easy for the support team to handle them.
- Escalate high-priority reviews based on the sentiment of the review, the rating and more.
Here’s an article that would be of help to you!
Having the best review management platform onboard can play a great role in helping your review management be a success!
So, those are the 7 principles for successful brand review management. When you start practicing them consistently along with the support of a review management platform, managing online reviews is going to be a walk in the park!
Today online reviews act as personal recommendations and taking the time and effort to manage them will have a great impact on your business growth in the long run!
That said, start managing your online reviews now! And witness increased sales, better online reputation and a loyal customer base!
To know more, visit: https://simplify360.com/
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