This article is meant to share our review response best practices with you. To learn more about using our Review Response feature, please visit this Help Center article.
Why Should I Respond to Reviews?
Responding to reviews is an opportunity for you and your clients to engage directly with their customers and win them over, especially when you respond and resolve issues quickly. Businesses who respond to reviews are 68% more likely to raise their rating by a half-star in 6 months.
It’s also a clear signal to potential customers that your client's care about the customer experience. In fact, 84% of consumers actually expect businesses to respond to complaints. Not responding is still a response.
Your client's customers can be their biggest advocates. Responding to reviews can inspire customer loyalty and increase customer lifetime value. Businesses that respond to reviews have seen a 16% increase in customer advocacy.
Which Reviews Should I Respond to?
Responding to any review––positive or negative––is an opportunity for you and your clients to engage with a customer. Responding to negative reviews should be a top priority. It allows you to resolve issues as they arise with the goal of winning those customers over and making your client's business run more smoothly.
While responding to negative reviews should be essential, it's also important not to neglect positive reviews. Responding to positive reviews allows you to show your client's loyal customers some love and appreciation.
How Should I Respond to Reviews?
Any response has three key factors: empathy, humanity, and speed. Acknowledging the customer’s feelings can go a long way. Address the issue at hand, be empathetic in your response, and put yourself in the customer’s shoes. In crafting a response to a customer complaint, the right words and phrases can help you turn dissatisfied customers into advocates.
It’s also important to keep any back and forth limited. For complex complaints, try to take the matter offline and then re-establish communication online to explain how much your client appreciates the opportunity to address their concern and looks forward to helping them again should any other issues arise.
Additionally, whether it’s you or your client responding to reviews, messaging should stay consistent while remaining personable and relevant to the customer’s unique experience. Avoid templated responses that don’t directly address the distinct issues cited in the review. Whenever possible, note specific changes or improvements that your client's business has made as a direct results of a reviewer’s feedback.
Lastly, always remember to show appreciation regardless of sentiment. Telling customers how much you value their feedback can go a long way in minimizing the impact of negative reviews and signaling to potential customers how much you care.
How Quickly Should I Respond to Reviews?
Time is of the essence. Responding to reviews within 24 hours allows you or your client to address issues while the customer’s experience is still fresh. In fact, 62% of consumers expect a response in 24 hours, and a fifth of those customers have even higher standards, expecting a response within an hour! While 24 hours should be your benchmark, respond to reviews within the fastest time-frame your organization can support.
Finally, it's important to be consistent: don’t respond today within hours and then wait a week to respond to the reviews you receive tomorrow.