The importance of an effective review management workflow
Whether it’s finding accommodation, booking a restaurant, choosing a new car or upgrading software for your business, reviews will impact your purchase decision.
Indeed, nearly 95% of shoppers read online reviews before making a purchase, which will have a huge impact on website conversion rates. It’s therefore vital that marketers know how to harness user
Customers are reading your reviews – don’t ignore them
With the rise of social networks and online review platforms, customers are now more informed than ever before on brands and what others are saying about them. There’s now a plethora of information available to users conducting a quick Google search for “[A BRAND] reviews” which will impact their decision to either get in touch or make a purchase.
Third-party review websites covering various topics are businesses in themselves. Trustpilot, HomeAdvisor, Feefo, Yelp and many more review aggregators make money from businesses who pay a small fee to actively manage what customers are saying about them online. Add to this the fact that most online stores feature customer reviews of any given product and you start to appreciate the impact they can have on customer trust and website conversion rates.
Indeed, 93% of customers are now using reviews to assess the quality of local businesses (BrightLocal), while 72% of customers reportedly don’t take action until they’ve read reviews of a product or service (Testimonial Engine). Instead of leaving review management to your customer service team, reviews should be treated as a marketing conversion lever and managed accordingly.
How then can you keep tabs on what users are saying about your business? All companies are to a certain extent at the mercy of third-party review management sites, so it’s important to monitor and manage this process as best you can. Not forgetting the techniques you can employ on your own web properties to boost trust in your brand through displaying testimonials, client logos and so on.
Create a proactive review management workflow
The review economy relies on consumers willingly sharing their experiences. For customers to write reviews, we need to understand why any consumer would take the time to provide their thoughts on the experience they had with a product or service.
Most reviews are triggered by exceptionally positive or negative customer experiences. These customers will look for a place to share their experiences if they’re not addressed by the company in question to their satisfaction.
Oftentimes, customers just need a gentle push to leave a review. According to BrightLocal, 68% of customers have reportedly left a local business review after being asked to do so. Power Reviews finds approximately 80% of reviews originate from email requests for customer reviews.
Proactively requesting reviews is one way of negating the risk of negative reviews happening in the first place while at the same time encouraging positive customer reviews.
As an example, the following review management workflow could be used to funnel customers into a post-sale or service first-party review process. This means you manage the collection of the ratings as a first step, enabling you to funnel negative customer experiences directly to your customer service team, and encourage customers who have left favorable ratings to go online and spread the word.