How useful is the "Reviews" block on the site and how to work with customer feedback
Posted: Mon Jan 20, 2025 4:55 am
The "Reviews" section on the website is one of the important tools for convincing potential customers of the quality of your products or services. Reviews are the opinions of real people about the company, its products or services, and can significantly influence the decision to buy. In this article, we will tell you how to work with customer feedback.
What is the benefit of reviews on the site
The presence of a “Reviews” block on the company’s website has its advantages:
Increased trust. When there are no comments at all, this can lead some of the key features of band to mistrust of the company and reduce the desire to place an order, which is why the user will simply go to your competitor.
Influence on the decision to perform a target action. Most purchases occur on resources where there are reviews and ratings.
Increase in sales. The presence of a block with reviews significantly increases conversion.
Impact on search engine rankings. Customer feedback is an important criterion for evaluating a website.
The ability to assess the demand for a product or service.
Identify and promptly eliminate shortcomings in the company's work.
Advertising replacement.
Customer feedback.
Don't be afraid of negative reviews
Yes, it is unpleasant when your work or company is criticized, but it is important to maintain composure and not to argue with the client. Negative reviews can negatively affect the company's reputation both in the eyes of search engines and potential clients. But there is another side to this.
Firstly, constructive criticism can help you correct your mistakes. If a customer makes comments, they should be carefully considered. In this way, disadvantages can turn into advantages. Various tips and recommendations from customers can be simple but effective ways to increase customer loyalty.
Secondly, users tend to choose a company with a 4-star rating and a few negative reviews over a company with a perfect 5-star rating. This is because users may suspect that too good a rating may be the result of manipulation and buying of reviews. Thus, a 3.5-4 star rating may be more trustworthy for users.
How to work with reviews
Follow the reviews
This applies to both positive and negative feedback. The sooner you receive information about what happened, the sooner you can take appropriate action.
Respond to any opinion. Here are some tips for responding:
Don't use template answers, and especially don't copy others.
Respond on behalf of company management to show that the customer's opinion is important to you.
Write politely and with a friendly attitude.
Speak only the truth.
As an apology, offer a bonus or promo code.
Reply to detailed reviews with an equally long message.
Please address by name.
Thank you for your opinion.
Wish something as a farewell (have a nice day, etc.)
Ask for feedback
A few days after purchase, send an email asking for feedback.
Motivate to share impressions
Conducting surveys and sending emails asking for feedback will help with this. Offer bonuses, discounts, promo codes for the next purchase. Create a loyalty program for those who often leave reviews.
Help a client write a review
To save the client's time, create a response form. Such a form can contain the following fields: advantages, disadvantages, do you recommend it to your friends, what would you like to add, are you satisfied with the delivery, has the problem been solved.
Use different platforms
A section with reviews on your website is great, but don't forget that many users also pay attention to reviews on special platforms (review sites, maps, etc.). Therefore, it is important to register a company on such resources.
Conclusion
Feedback analysis is a key aspect of the company's activities. Each opinion represents valuable information about the product, services, maintenance and the company as a whole.
Reviews help business:
Understand and respond to customer needs.
Improve the product, correct your shortcomings.
Attract new clients.
Lead and withstand competition.
Create a positive brand image.
What is the benefit of reviews on the site
The presence of a “Reviews” block on the company’s website has its advantages:
Increased trust. When there are no comments at all, this can lead some of the key features of band to mistrust of the company and reduce the desire to place an order, which is why the user will simply go to your competitor.
Influence on the decision to perform a target action. Most purchases occur on resources where there are reviews and ratings.
Increase in sales. The presence of a block with reviews significantly increases conversion.
Impact on search engine rankings. Customer feedback is an important criterion for evaluating a website.
The ability to assess the demand for a product or service.
Identify and promptly eliminate shortcomings in the company's work.
Advertising replacement.
Customer feedback.
Don't be afraid of negative reviews
Yes, it is unpleasant when your work or company is criticized, but it is important to maintain composure and not to argue with the client. Negative reviews can negatively affect the company's reputation both in the eyes of search engines and potential clients. But there is another side to this.
Firstly, constructive criticism can help you correct your mistakes. If a customer makes comments, they should be carefully considered. In this way, disadvantages can turn into advantages. Various tips and recommendations from customers can be simple but effective ways to increase customer loyalty.
Secondly, users tend to choose a company with a 4-star rating and a few negative reviews over a company with a perfect 5-star rating. This is because users may suspect that too good a rating may be the result of manipulation and buying of reviews. Thus, a 3.5-4 star rating may be more trustworthy for users.
How to work with reviews
Follow the reviews
This applies to both positive and negative feedback. The sooner you receive information about what happened, the sooner you can take appropriate action.
Respond to any opinion. Here are some tips for responding:
Don't use template answers, and especially don't copy others.
Respond on behalf of company management to show that the customer's opinion is important to you.
Write politely and with a friendly attitude.
Speak only the truth.
As an apology, offer a bonus or promo code.
Reply to detailed reviews with an equally long message.
Please address by name.
Thank you for your opinion.
Wish something as a farewell (have a nice day, etc.)
Ask for feedback
A few days after purchase, send an email asking for feedback.
Motivate to share impressions
Conducting surveys and sending emails asking for feedback will help with this. Offer bonuses, discounts, promo codes for the next purchase. Create a loyalty program for those who often leave reviews.
Help a client write a review
To save the client's time, create a response form. Such a form can contain the following fields: advantages, disadvantages, do you recommend it to your friends, what would you like to add, are you satisfied with the delivery, has the problem been solved.
Use different platforms
A section with reviews on your website is great, but don't forget that many users also pay attention to reviews on special platforms (review sites, maps, etc.). Therefore, it is important to register a company on such resources.
Conclusion
Feedback analysis is a key aspect of the company's activities. Each opinion represents valuable information about the product, services, maintenance and the company as a whole.
Reviews help business:
Understand and respond to customer needs.
Improve the product, correct your shortcomings.
Attract new clients.
Lead and withstand competition.
Create a positive brand image.