Customer reviews are a crucial part of finding success in business industries that have slowly but surely made a move to the online space. It is a part of online reputation management — many businesses make use of reputation management software to help detect any reviews that make mention of their company. For startups still struggling to make their mark, reviews are a great way to show people that they mean business when it comes to products rendered. Considering how many people look online for reviews and testimonials before purchasing, it is no wonder why even professionals such as Nashville Social Media Agency prioritizes customer reviews over many other factors.
Without a doubt, it will always be a part of the experience, and all businesses at one point will have to deal with the odd negative review. Even companies that make it a point to ensure that all products they sell are of the highest quality will still have to deal with negative reviews at the end of the day.
That said, while some people might see a negative review as a spanner in the works, there are others who see it as an opportunity to turn things around and potentially rebuild the trust between consumers and businesses. For those who make use of a social media agency to ensure that as many online users as possible make use of their products, here are some ways to manage customer reviews on social media platforms.
No matter the nature of the review, be professional
Social media has a habit of bringing out the worst in people, and there are plenty of examples of respectable companies where a representative somehow produces a hot take that puts the company in similarly hot water. From Twitter to Facebook to even YouTfube, how a company responds to criticism will always reflect on their professionalism — even if the reviewer is more of a heckler than anything.
Most people who write negative reviews for the heck of it are looking for a rise out of an otherwise untouchable business, which is why negative reviews can come out of the blue. It is crucial to always respond professionally, as it is the foundation of customer review management.
Whenever possible, respond to the review
While some businesses try to keep a wall between the company and the consumer, the idea of social media in general is to bridge the gap. It is always a good idea to (professionally) respond to criticism. Even some of the more negative reviews that offer nothing constructive might still be turned around if the company probes further and asks about whether or not they can do anything to help.
At that point, if there are no other responses, the business owner at least did all they could to help. Responding to reviews as sincerely as possible while still maintaining a professional stance can make just about every social media agency breathe a sigh of relief.
A skilled social media agency can turn a negative review into a positive affair
As stated above, some businesses might feel like negative reviews bring nothing but trouble. However, constructive feedback can be extremely useful to a business — especially new companies that are still learning their way around a competitive industry. Even if a review might be scathing, reading through most of the negative feedback could provide plenty of new ideas.
There are also few things more effective at turning a disappointed consumer into a loyal supporter than a genuine response and an attempt to defuse and fix the situation. It can be quite a lot of work to respond to all types of criticism, and the business undoubtedly does not have to make time for everyone, but in social media channels, a company that stays in touch with its fans can count for quite a lot!
At the end of the day, it is all about the mindset that helps a company move forward. Those that make use of a quality Nashville Social Media Agency can surely benefit from increased traffic and revenue, but that also comes with an increased volume of reviews both positive and negative. While not all negative reviews are deserved, there is still the possibility to get something valuable out of something seemingly damaging to a company’s online reputation. It will only count as actively harming an online reputation if the business makes no effort to respond and try to fix things with the reviewer in question. While it can take quite a bit of work, managing customer reviews is well worth the effort.