Lesson 2: The Hellopeter Cycle and How to Manage Your Profile

Many South African business leaders have discovered the value of managing their online reputation through the power of Hellopeter's market-leading solutions. However, we've noticed that some businesses are still not taking advantage of all the platform offers. We take things back to basics by outlining the Hellopeter cycle, what you should do on the platform and how it can help you stand out from the competition. 

The Power of Hellopeter.com

When your business does an excellent job, you get praise and acknowledgement. However, when your business drops the ball, the Hellopeter platform provides an invaluable opportunity to show off your customer service and customer success skills.

In both cases, connecting with Hellopeter.com to take control of your online reputation allows you to grow and show off your Social Proof, your business's most valuable growth driver.

The Hellopeter Cycle: Back to Basics

This cycle is more than just a means of feedback. It's also a strategy for building a powerful online reputation for your business.

Ask for reviews → Respond to your reviews → Leverage your best reviews

One of the biggest reasons we hear from our clients why they haven't worked on managing their online reputation is they're afraid of bad reviews.

We get it! It can be scary to ask people to tell you what they do and don't like about your business. However, that feedback is worth gold. Wouldn't it be better to know where you can improve and leverage that knowledge to yield even more revenue? And the good news is it's not only bad reviews that are being shared online. People love to leave positive reviews too. These reviews can be used as social proof to show prospects who've been debating about buying from you that they can trust you.

HellopeterBusiness allows you to manage your business's entire online reputation from one easy-to-operate, extraordinarily affordable and secure platform.

Step 1: Send Review Invites 

Hellopeter's review invites offer the perfect way to quickly increase buyer confidence and make more sales. We make it easy for customers to write reviews by providing many ways to do so. From SMS to email and WhatsApp, you can choose the one that works best.

There's also no registration or sign-in blocker for your customers. This means the customer doesn't have to create a profile before publishing a review, making them more likely to follow through!

How to Send Review Invites 

1. Log in to your Hellopeter Portal
2. Click on Collect Reviews
3. A tab will pop up with all your review invite options 

Step 2: Respond to Your Reviews

Replying to reviews is an excellent opportunity for your business to engage directly with your customers and build trust, showing your consumer community that your business cares.

Your public replies are a way for your customers to see how your business handles good and bad feedback and how you acknowledge this feedback directly reflects on your business. And Hellopeter Business makes replying to all reviews easy. You can even sync your Facebook and Google reviews with your Hellopeter inbox, managing them all from one tab!

From templated responses to tailored, individually written responses, Hellopeter allows your business to take full control of its voice.

How to Reply to Reviews

• Log in to your Hellopeter Portal
• Click on 'Respond to Reviews' on the left-hand side
• Navigate to the review you want to reply to
• Click on the 'Reply' button under that review
• Type your reply message 
• Press 'Reply Now', and you're all done!
  
  

Read more here.

Tips for Replying to Reviews

• Be prompt
  Your customers want to hear from you, and the sooner they receive a reply, the happier they'll be.
• Reply appropriately
  Take the time to read your reviews, note what they're saying, and acknowledge their concern. Always remember your customers pay attention to your business replies, so reply professionally and don't argue with your customers.
• Say thank you
  Whether good or bad feedback, reviews provide rich information to learn about what is and isn't working in your business. You should thank your customers for taking the time to write a review. It's also great to finish off on a positive note and show you're a business that appreciates feedback and is open to discussion.

Step 3: Leverage Your Best Reviews 

Besides the immediate and apparent value of connecting with your customer base and publicly demonstrating your customer success and customer service skills, Hellopeter-registered businesses can leverage their reviews by turning them into beautiful, high-end Social-Media Posts.

This feature allows you to select the consumer reviews that show your business in the best possible light and then use Hellopeter's super-simple design and publishing process to share these reviews across your website, social media and business pages. This invaluable 'from-the-horse's-mouth' advertising proves to potential customers that their fellow shoppers have found value in your business.

How to Access Social Ads 

1. Log in to your Hellopeter Portal
2. Click on 'Social' on the left 
3. A pop-up menu will appear
4. Click on 'Social Ads'
5. Start designing your ads using your top reviews

Best Practices for Online Reputation Management

Your first step in burnishing your online reputation is to draft a credible online reputation management strategy. Now that we're familiar with The Cycle, there are a few more steps to add to your plan to unlock value. These steps are simple:

• Wow the customer
• Ask for feedback
• Reply to the feedback
• Action the feedback

1. It Starts with Your Customers and Their First Interaction with You

The easiest way to get a fabulous review is to make good on your promises and overdeliver your results. Wow them with your checkout process, customer service, support, etc.

2. After the Transaction, Check in and See How it Went

Are they satisfied with their purchase? Did they have a good experience? Ask them for a review. You may need to ask more than once because people get busy, but let them know you care and want to hear their feedback.

3. Reply to All Reviews

You must reply to both good and bad reviews. This proves you genuinely care about your customers and gives you a prime opportunity to earn their loyalty while promoting your business to new prospects.

4. Address What Was in The Review

If it was good, it's time to share it on social media, on your blog, and in your email correspondence. Your prospects want to hear all the amazing things real customers are saying about your business. This is particularly helpful if they're already considering purchasing from you. That positive review could be all they needed to get off the fence and buy something!

If it was bad, it's time to fix any issues and try to win them back to gain a loyal customer for future purchases. Did you know that 89% of consumers are reading your responses to negative reviews? As BazaarVoice explained, "This means the content of your response can absolutely impact the purchase decisions of your future customers."

Furthermore, Hubspot found 45% of customers are "more likely to visit your business if your company responds to negative reviews," and ZenDesk reported that "customer satisfaction increases by up to 15% when an apology is perceived as genuine."

Reputation Management Software That Works

There are so many places people can leave a review, but using reputation management software such as Hellopeter gives your customers and you one all-inclusive space to connect easily. They can jot down a review, you can leave a response, and you can enhance your business's profile and reputation with a tool that is simple to use. 

Using Hellopeter simplifies the review cycle, and you can start leveraging your reviews much faster. Learn more about how our software makes managing your online reputation uncomplicated by creating a free account today.