Nowadays, online reviews play an important role in every business through influence of customers’ choice and decisions. Every review given by a consumer impact negatively and positively in consumer buying habits, especially at this time when most people are going online for every research regarding what they want to buy.
According to reports from surveys done about online reviews, 98% people admitted that they looked at reviews before they bought a given product online. Whether bad or good, online reviews can influence the rate at which your business sells its products. For instance, a potential client who reads negative reviews about your products in the forums will most likely avoid them like a plaque. However, if they encounter positive reviews, they will most likely buy your product.
Online reviews can give a spotlight of what your customer service is. It can either present your business as an entity with high regard to customer experience and satisfaction, or it can portray it as an outlet that lacks quality customer service. A dissatisfied customer is quick to post his or her experience in online platforms. When a customer posts a negative comment on your brand, you need to take the necessary action since this could be a chance to show others that you take customer issues seriously. In such scenarios, the customers will be proud to report back the new experience on the platform. Consequentially, your business will gain a good reputation which can lead to improved customer retention and even recruit new ones.
A positive online review makes consumers trust your business. About 80 % of consumers attest to this. This is because a client who reads a positive review about your business would always want to make another chance or appointment with it. Such reviews provide them with an overall outlook and sense that your business can be trusted.
A negative review also gives the business a chance to improve or make a complete overhaul in service delivery. This means that you have the chance to turn a negative review into a positive one by making some changes in business operations. If a customer gives a bad comment about your customer service, you should take the opportunity to make things right by improving service delivery. You can also go an extra mile to track and identify the person who made the negative comment about your business. The best way to track people who give online reviews is to use CRCL APP, which gives you an effective way to see who is writing the review.
Though you can feel powerless due to a negative review, don’t let it take your business down. You have the chance to improve by taking into account the customer comments.