Common Mistakes in Working with Customer Reviews

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Such errors are rare, but staff make them regularly. Employees who cannot boast of solid work experience are especially guilty of this.

No response

It is necessary to respond to all customer reviews, even negative and very short ones. People want to know that their opinion is valuable to the company and can influence its policy. If fishing and forestry email list you ignore customer reviews, you risk being left without them over time. Don't be lazy in thanking everyone who wrote for their time.

Poor form of feedback

It should be convenient for the user to leave their opinion on the site. The need to register, enter captcha and various codes are obstacles that they are unlikely to want to overcome. Never forget that feedback is needed first of all by the business, not the client, so take steps to make it easier to send them. For the most comfortable and simplest writing of opinions:

Create a useful form and provide a link to it.

Write short explanations that are accessible to people with any level of education.

Add social media chat or comment widgets (Twitter, Facebook, VKontakte) to your site, as well as the Disqus Products app, which will help you quickly log in. Want more responses? Then keep in mind that the chance of getting them increases significantly if users have to make a minimum number of movements to send them.

Aggressive response to criticism

Every opinion, including negative ones, needs to be worked through. And this needs to be done professionally. We will tell you about the rules for working with negative comments below.

Use of custom reviews or reviews written by company employees

Learn that site visitors are able to quickly recognize the falsity of such responses. Do you think that buying customer photos from stocks will help you? Don't be fooled, because they can easily be found in any search engine, which your competitors can use for their own purposes. And most importantly, this approach is unfair play.

Neglecting to work with responses

Have you collected reviews and stopped paying attention to them? Not only will this not help business development, but it can have negative consequences for it. Negative customer opinions are a risk to the brand's reputation if they are not handled correctly. Positive feedback must be made to work for you. Customer opinions are great content if you learn how to use them correctly:

In addition to the online store, do you have your own blog or community on social networks? This means you have excellent platforms for publishing screenshots of customer opinions. Post them one by one or several at once. If desired and possible, regularly organize a “Feedback Day”.

Want to turn a simple review into a real case? Then try interviewing consumers who left the most complete and interesting opinions. Ask buyers to tell in more detail how they learned about your online store, what purchases they make there most often, and what rating they can give to the quality of service.

Got a response that raises an interesting or controversial topic? Try writing an article. It should describe the situation and your own opinion. Publish the text and ask users to comment on it. A controversial topic (are e-cigarettes safe, is it ethical to sew clothes from natural fur, etc.) will help improve the resource's position.