Manage your reputation on the biggest search engine

It is exhausting to deal with negative reviews. Yet, new customers will look at the negative response section to rate your customer service quality. For every complaint that is not replied to or does not receive any support, you will be less reliable. On the other hand, if you are trying to find the best solution for both sides, they will have an impression of a prestigious business.

What is Google review and how important is it to business?

Appearing on Google is crucial if a business wishes to be found on the Internet. Along with the result, reviews of such services or products are displayed. In other words, if users search for any service or product on Google, reviews will appear with every result.

With no doubt, nearly 80% of users make their decision by looking at reviews. Furthermore, people pay 40% more attention to negative than positive ones. This raises the problem that if one does not manage their reviews on the Internet, negative results will become a disaster as no one believes this business can bring them any good.

It is much more difficult for small businesses.

Big companies have PR departments to manage their reputation on all platforms including the Internet. However, small businesses have to handle all the work and rarely have time to manage their online reviews.

Leaving these tabs untouched does not mean it has no effect on your business. In fact, it will gradually become a big problem. For example, a request that is not solved for 3 months, a complaint that is not replied to or explained by the company… will make new users think the company is not responsible for any flaw their customers experienced.

How to manage Google Reviews?

There are tools to manage reviews even on different platforms. QTPro applies various techniques to review management including templates for online-store, email, or message response, sort and aggregate feedback to analyse business performance.

Besides, it is essential to keep in mind that buying positive reviews to conceal negative ones is ILLEGAL. Even though it might be cautiously used by some businesses, fake responses can be recognized easily by users and these companies will become unreliable in the first impression to those who look at reviews.

How to respond to negative comments

It is exhausting to deal with negative reviews. Yet, new customers will look at the negative response section to rate your customer service quality. For every complaint that is not replied to or does not receive any support, you will be less reliable. On the other hand, if you are trying to find the best solution for both sides, they will have an impression of a prestigious business.

Responsibility: Being responsible for any trouble your customers have will make them feel better than trying to explain it from your perspective in the very first place. Regardless of whose fault, being the first to apologize then offer a solution for the situation is a good choice that QTPro takes to resolve complaints.

Explanation: There are cases when customers are not aware of your procedures and if they appeared to be listening, a polite explanation would work. Sometimes, actions are needed from both sides, a good explanation of the situation and request for cooperation from them is substantially important.

Compensation: Although every business tries to avoid compensation, it is necessary in some cases. This should be considered flexibly to make them feel pleased with the apology while avoiding those who try to take advantage of compensating procedures.