Whether it's a glowing five-star rating or a one-star review, replying to customer feedback is essential for any business. Let's look at how actively responding to customer reviews can provide a substantial return on investment (ROI) for your business.
An overwhelming 97% of consumers who read reviews also read a brand's responses. It's clear that people who are considering your business really care about what you have to say. But let's take a look at why you should care, too.
When you respond to feedback, you help instil trust and credibility in your business. Potential customers will be more likely to choose you over competitors as they can see you care about offering your customers a good experience.
When customers get a response to their positive feedback, they're more likely to leave reviews in the future. A simple thank you can go a long way in making customers feel valued and appreciated, reinforcing their loyalty to your brand.
Businesses that actively manage and respond to reviews experience reap the benefits. Here are just some reasons why your responses are worth so much.
When potential customers see that your business values feedback and takes action based on it, they're more likely to trust you and make a purchase. In fact, according to Hubspot, 69.5% of companies name review sites as a source of leads for their business.
Perhaps you managed to turn a negative review into a positive one by effectively addressing a customer's concerns. Or, maybe you simply thanked a happy customer for their praise. Either way, you're building a loyal customer base, who are 60% to 70% more likely to buy from you in the future.
Search engines like Google consider the frequency and quality of reviews when ranking businesses in search results. When responding to reviews, you improve your search engine optimisation (SEO), thereby increasing your visibility online. This, in turn, results in greater brand awareness, website traffic and sales for your business.
Customer feedback gives valuable insights into your business's strengths and weaknesses. By actively engaging with reviews, you can identify areas for improvement and implement changes that help prevent repeating issues or costly mistakes in the future.
We've seen how actively engaging with customer reviews leads to increased conversions, loyalty and retention. To do this effectively, here are some best practices to keep in mind.
In one survey, 89% of people have said they're likely to use businesses that respond to every review. On top of this, about 53% of reviewers expect a reply to a negative review within a week.
Timely responses show customers that you care about their feedback and are committed to addressing their concerns. Aim to respond to all reviews within 24-48 hours.
With Hellopeter Business, you can save templates for faster replies. However, we still recommend you avoid totally generic responses. After all, only 12% of people believe it when a business says, "We put the customer first". Personalise your replies by addressing the customer by name and referencing specific details from their review. This shows that you've taken the time to read and understand their feedback.
Whether the review is positive or negative, maintain a professional and friendly tone. Thank customers for their feedback and express your willingness to resolve any issues they may have encountered.
For negative reviews, offer a solution or explain the steps you're taking to address the issue. This demonstrates your commitment to improving the customer experience and can help rebuild trust with the reviewer. Thankfully, 70% of unhappy customers whose problems are resolved to their satisfaction are willing to shop with a business again.
You can use reviews as an opportunity to share helpful information. By explaining things like rules, processes, or product details, you can clear up any misunderstandings and set the right expectations. This will help potential customers, in particular, to recognise your credibility.
At Hellopeter, we understand the importance of managing customer feedback effectively. With 69% of reviews on our platform getting a response from businesses, we see firsthand how active engagement can positively impact businesses. Furthermore, with our One Inbox feature, you can bring your Google, Facebook and Hellopeter reviews into one place on the Hellopeter Business portal.
Want to build lasting relationships with your customers? Start responding to your customers' reviews today using Hellopeter Business's easy-to-use tools and discover the return on investment for yourself.