0:31 Hi. I'm Dorothy Bauer, a client success manager here at Brazar Voice. Today, we'll be talking about the do's and don'ts of review responses. 0:43 Responding to reviews is incredibly valuable, whether you're a small or large company. Let's look at some of the benefits of responding to reviews. 0:53 Increased revenue and become a preferred vendor to retailers. Drive owned brand leadership to site visitors to promote yourself in purchase consideration cycles. 1:04 Protect own brand retailer reputation, and customer loyalty. Promote your own owned brand perception on your own sites to drive engagement and trust for your consumers, gain ongoing insights, find valuable consumer feedback to use as opportunity leads to provide to key stakeholders, increase shopper intent to purchase, and build consumer trust and loyalty by responding to negative reviews. 1:35 Let's look let's just look at some of the data. When it comes to negative reviews, almost nine out of ten consumers, eighty nine percent, pay attention to a business's response. 1:45 Plus, fifty six percent of customers say a company's response to a review can really change how they see that business. And businesses that respond to just twenty five percent of their reviews can earn on average thirty five percent more. 2:03 On average, businesses that respond to reviews are considered more trustworthy by consumers. Responding to reviews can have a huge impact on your business. 2:13 With that in mind, it's important to know how to respond to reviews effectively. In this webinar, we'll be discussing the do's and don'ts of responding to reviews, including understanding the different types of reviews, how to handle positive, negative, and neutral reviews, as well as reviews with stars, but no text. 2:37 And of course, what to do with reviews that focus on shipping and not your product? Plus, I have some tips for handling feature requests and reviews, and I've also put together a template with sample scripts for different review response scenarios. 2:51 Which will be available to all of you. So let's start by delving deep into the nuanced world of reviews. 3:02 The first step toward crafting an effective review response is understanding the nature of the review itself. It's important because no two customers or their reviews are the same. 3:16 And by categorizing them, we can provide more personalized responses. So what are the most common types of reviews and strategies for responding to them? 3:26 Let's start with negative reviews. These are the ones we all dread, but surprisingly also the ones we need. They highlight areas of dissatisfaction, critique, or frustration. 3:39 They could be about a product, or any aspect of the customer experience, which makes them incredibly valuable. Addressing negative reviews requires empathy, tact, and sometimes immediate action. 3:53 Negative reviews are also opportunities to resolve concerns, demonstrate accountability and possibly convert a critic into a loyal customer. 4:05 Then there are positive reviews. These are the five star shouts, the ones that make your day. They're usually filled with praise, compliments, and overall satisfaction. 4:16 They express gratitude and have the potential to become brand endorsements. Responding to positive reviews is about acknowledging thanking and building on that established goodwill. 4:29 Response to positive reviews are opportunities to foster loyalty, by making customers feel seen and valued. 4:39 Then we have neutral reviews. These reviews necessarily aren't bad, but they're not great either. They often have both positive and neutral points. 4:51 They can be vague or meh. So you have to try and figure out the underlying sentiment. Neutral reviews require a more balanced acknowledgement. 5:02 While they didn't provide a glowing review, They also didn't write you off, so there's potential there. And then there are feature requests. 5:12 These reviews are a gold mine. You don't just evaluate they don't just evaluate what you offer They indicate what a customer wishes you offered. 5:22 These can be suggestions for something not currently available in your product. Your response should showcase an open minded brand that values innovation. 5:34 Look at these reviews as opportunities let your customers know they're being heard and that their ideas might shape future product offerings. And finally, shipping reviews. 5:46 These are specific to e commerce and businesses that ship products. They focus on the shipping and delivery process. Was the product on time? Was it damaged? Was it left in a safe space? 6:00 These details are crucial. The key to these reviews is assuring customers you prioritize their orders safe and timely arrival. 6:10 Addressing these often involves liaising with logistics or considering alternative shipping partners. It's important to distinguish between review types because each holds distinct implications and opportunities for you. 6:26 Now let's dive deeper into these strategies and explore the do's and don'ts, of responding to different types of reviews. And let's start with the negative reviews. 6:39 Because no matter how great your product is, negative reviews will pop up. It's inevitable, and it can kind of feel like a punch in the gut. 6:47 I'm here to tell you negative reviews aren't necessarily a bad thing. And when you respond to negative reviews, it can actually benefit your brand. 6:56 Here's why. When you respond to negative reviews, you position yourself as a company that cares. It shows that you're listening to what customers say and taking the time to solve their problems. 7:09 We've seen that products with at least a few negative reviews actually have a higher conversion rate than those with one hundred percent positive feedback. 7:18 So let's get into the do's and don'ts of addressing unfavorable reviews. The do's do respond promptly aim to respond within twenty four to forty eight hours. 7:33 Consumers appreciate a brand that is attentive, and prompt in its communication. Do show empathy. Always acknowledge the issue and apologize. 7:44 Even if you believe the review is unjustified, show that you care about their feelings and experience. Do personalize your response. 7:53 Address the customer by name and reiterate their specific issue to show that you've carefully read and understand their concerns. 8:03 Do keep it brief and direct. Avoid long winded explanations. Stick to the core issue and provide a straightforward solution or means of resolution. 8:15 Do offer direct contact If further clarification is needed, invite the customer to contact your customer service team directly. Provide the necessary contact details, for ease of access. 8:29 Do use negative reviews as learning points. If multiple reviews highlight a consistent issue. Take this as constructive feedback and work on making the necessary improvements. 8:41 We'll talk more about this in the next section. Finally, do display all reviews. This showcases transparency and boost your brand's credibility. 8:52 It shows customers that their opinions matter regardless of whether they're positive or negative. And the don'ts, don't use canned responses. 9:06 Avoid copy pasting the same response for every review. This comes off as insincere and could deter potential customers. 9:16 Don't get defensive. Never criticize the reviewer. Even if you believe the review is unwarranted, Avoid a defensive tone at all costs. 9:28 Don't deviate from your brand's tone. Ensure that your response aligns with your brand's personality and values. This is where a guide comes in handy. 9:38 Especially if multiple people can are responding. Don't overwhelm with details. Why while it's crucial to address the issue, bombarding the customer with too much details or information might come off as desperate or defensive. 9:55 Don't publicly ask for more information. If more details are needed to address the issue, ask the customer to contact your team directly rather than requesting this info in the public forum. 10:07 Don't ignore negative reviews. Even if you believe the feedback is unwarranted, always respond. This showcases your commitment to customer satisfaction. 10:18 Best in class programs respond to at least seventy five percent of low rated reviews. And don't overreact to irrelevant reviews. 10:29 If you receive an irrelevant review, it's important to stay professional. How to harness negative reviews to improve your business. 10:41 So you might cringe when you see a one star review pop up with for your product, but I wanna help you to see negative reviews in a positive light. Think of them as direct lines into the minds of our consumer. 10:52 They give you detailed insights for free into things that might need your attention. Here are five benefits of negative reviews. Number one, customer interactions. 11:03 The first thing to remember is that negative reviews provide a unique opportunity to directly connect with your customers. Number two, pinpointing areas for improvement. 11:14 When you start seeing the same issue cropping up in a bunch of reviews, don't keep it under wraps. Let your team know. These reviews are a roadmap to areas that acquire attention and can be an opportunity to elevate your product and rebuild trust with your customers. 11:31 Building transparency and credibility displaying and addressing negative reviews rather than hiding or deleting them Adds a layer of authenticity to your brand. 11:42 Customers understand that no business is perfect. Owning up to mistakes and taking steps to rectify them can increase trust levels. 11:52 Staying ahead of the competition. Negative reviews might seem like a setback but they can reveal market needs or potential product enhancements that can give you that competitive edge. 12:04 For example, If a customer points out a missing feature in your product that's available on a competitors, it's a call to innovate and level up. 12:15 Cultivating brand empathy. Remember, every negative review won't always be justified. There might be times when customers are unreasonable, But handling even these reviews with grace and professionalism can weigh public sentiment in your favor. 12:32 And almost everyone can empathize with a brand that remains courteous and solution focused despite undue criticism. Think of negative reviews as less of a criticism and more of a chance to grow. 12:46 They're like secret tools that can help you change, get creative, and connect with your customers on a deeper level. So the next time a review, a negative review pops up, don't sweat it. It's not just a complaint. 12:58 It's an opportunity for growth in disguise. Let's look at the strategy adopted by health and beauty retailer boots and how they turn customer reviews into invaluable assets. 13:15 Boots aim to enhance its customer experience by integrating the bizarre voice ratings and reviews system. They view negative feedback as an opportunity for improvement, and they have a proactive strategy for addressing it. 13:29 For example, they suggest alternative products when a customer has an issue. They approach supported by bizarre voice data This approach supported by bizarre voice data has led to increased purchase intent and positive sentiment. 13:48 Boots also actively resolved issues like undelivered orders by demonstrating their commitment to customer satisfaction. Their engagement with customer feedback has resulted in increased conversion rates and a stronger brand loyalty. 14:04 Boots is a great example of how leveraging the customer feedback in a genuine and timely manner can lead to stronger brand loyalty and better business outcomes. 14:17 Now let's consider those positive reviews. There are two approaches to responding to positive reviews. You can respond to them, or you can leave them be. 14:28 Responding to a four or five star review can be a good opportunity to turn a happy customer into a repeat customer and a brand advocate for life. But it can also overwhelm your feed. 14:41 So here are some do's and don'ts to consider when responding to positive reviews. The do's do be personal and authentic when engaging with customers online showcase the human side of your brand. 14:55 Always address reviewers by their name to create a more personalized connection. Do let five star reviews stand on their own. 15:03 While it's good to engage authentically, you shouldn't respond to every five star review, which could overwhelm your feeds. If you respond to five star reviews, choose detailed and helpful ones, but skip reviews that are very generic or lack details. 15:20 Not sure what strategy to take? Consider your wider audience. Remember that other potential customers, including those considering your product, we'll see your responses. 15:32 Always ask yourself, is my review providing value to this customer and future customers reading my answer. 15:43 And here are some don'ts to consider when responding to positive reviews. Don't be automated and generic. Avoid using robotic and generic thank yous. Ensure each response feels genuine and not like it was copy and pasted from a standard script. 16:00 Don't upsell aggressively. Resist the urge to upsell or heavily market to satisfy customers in your responses. Focus on what originally pleased the customer rather than trying to push more products or services. 16:14 And here's a bizarre voice pro tip. Remember that retails are retailers are keeping tabs on the way that you respond to customers. They have limited shelf space and factor your responses or lack thereof into their inventory decisions. 16:32 So here's a great example of a company that harnesses the power of review responses. Using bizarre voice connections, webroot is able to proactively respond to customer reviews and address questions. 16:46 The benefits webroot experienced included, they're able to engage directly with their customer base at a large scale. This proactive engagement significantly straight strengthened their brand reputation serving as a testament to prospective customers about Webroot's dedication and genuine care. 17:06 Webroot capitalized on both positive and negative reviews. Using them as feedback channels to drive their business evolution and clear any misconceptions. 17:16 Their commitment to addressing concerns, is evident. Out of over thirty eight thousand reviews on retail sites, they respond to a staggering seventy percent of the low rated ones. 17:30 They also integrated efficiency into their process and bizarre voice connections allowed them to consolidate reviews and queries from various retail sites into a single portal. 17:43 This centralization not only streamline their workflow, but also ensure they spend quality time crafting high value responses. Webroot has set a gold standard in review management. 17:56 They not only prioritize customer feedback but also understand the impact of their responses on sales and brand reputation. And their strategy underscores that it's not just about having an techable product, but also about cultivating relationships and trust with customers. 18:19 Now let's look at a different type of challenge, and that's neutral reviews. Neutral or three star reviews pose a few challenges. 18:29 They can be vague or may lean negative and they have mixed sentiment. And this makes them tricky to respond to. 18:38 But before we get into the do's and don'ts of responding to neutral reviews, consider your priorities. Before addressing the specific strategies for responding to neutral reviews, I just wanna note the importance of prioritizing responses to your one and two star reviews because these lower rated reviews usually reflect stronger customer's dissatisfaction, addressing them should be considered urgent to maintain your brand integrity and customer trust. 19:09 But don't ignore neutral reviews if you have the resources to respond. But there are some do's and don'ts for responding to those middle of the road reviews. 19:23 First, let's look at why neutral reviews can be tough to figure out. They're not positive or negative, so there's a it's hard to know what the customer really thought. Did they like your product or service? 19:35 Was there something they didn't like? It can be a mystery. So in these cases, you rec we recommend that, you do acknowledge the reviewer. 19:45 Personalizing responses can help bridge the ambiguity and show your customers that their feedback, even if it's vague, is valued. 19:55 Don't be passive. Avoid a generic reply like Thanks for your comment. Then there's the ripple effect of neutral reviews. 20:05 Potential customers might see a neutral review and think that your business is just met. Neutral or three star reviews, leaning a little bit negative, give you a chance to connect with customers and make your services better. 20:20 So the do's and the don'ts, do invite them back. An invitation for a return visit or another engagement can demonstrate confidence in improving the customer's experience. 20:31 Don't ignore neutral reviews. Responding to them can help in shifting the average perception to a more positive one. Neural reviews also provide a unique platform. 20:45 They're not glowing endorsements or criticisms They tread the middle ground, but if handled correctly, can convert fence sitters into loyal customers, the do's and don'ts. 20:57 Do use neutral reviews as marketing opportunities. By subtly promoting services or updates and responses, businesses can turn these lukewarm reviews into potential touch points for so for showcasing their strengths. 21:13 Don't overwhelm with marketing. It's essential to strike a balance ensuring that marketing efforts don't overshadow genuine engagement and don't appear opportunistic. 21:26 So what about reviews that's book that focus on feature requests or shipping details? Let's start with reviews with feature requests. 21:35 So think of these like little gold nuggets. They give you a sneak peek into what customers really want so you can make your products even better. 21:46 And when customers see their ideas being used, they feel like they're part of the team. It's a great way to build loyalty. 21:55 It's also easier and cheaper than doing market research. So the do's do thank customers for their input, even if it's not possible to implement their suggestion immediately or at all, It's worth acknowledging their suggestion. 22:16 Do create a centralized repository or database to collect and categorize feature requests. Over time you'll see patterns emerge highlighting some of the most in demand features. 22:28 Do engage further. Consider reaching out to customers who offer feature requests to get more in-depth feedback. Who knows? 22:37 Their insight could be could even lead to beta testing opportunities. Do communicate updates. If you implement a feature request, Notify the customer who suggested it. 22:50 You could do this through personalized emails or more general product update announcements. And do leverage for marketing? 22:59 Did you launch a feature that originated from customer feedback? Highlight this in marketing campaigns It showcases your responsiveness and encourages more feedback. 23:10 Here's an op a small team note. Dealing with feature requests may seem like a heavy lift for a small marketing team, but there are some advantages. 23:20 Smaller teams are generally more agile and can pivot and adapt faster, which means you can make changes based on feedback faster. Plus, you can connect with customers on a more personal level which creates a deep sense of loyalty. 23:34 And in a crowded market, this can be a huge differentiator. It showcase it shows that you really listen to your customer and the don'ts. Don't make false promises. Avoid promising customers that a feature will be added If there are no definite plans to do so, failing to deliver on promises can damage your credibility. 24:00 Now dealing with reviews about shipping can be a bit tricky. Shipping problems often come from things that your business can't control, especially when you're using third party carriers. 24:11 But here's the thing, customer c see shipping as part of their experience with your brand. So it's super important to handle these issues the right way. 24:21 The dues, do take responsibility and offer solutions acknowledge the issue. Even if it's an external factor causing the delay or problem, start by acknowledging the inconvenience faced by the customer. 24:35 Do provide transparency, offer explanations if there are known widespread issues like weather disturbances affecting deliveries or a strike at a shipping company. 24:48 Do offer solutions? If possible, consider solutions like offering a re to reship items that are lost provide tracking support, or even consider a different shipping partner for future orders. 25:03 The don'ts, don't place blame exclusively on third parties, avoid deflection. Even if a third party carrier is at fault, Avoid making statements that push blame entirely onto them without offering support. 25:16 Don't be passive. Ensure your response actively shows that you're working on the issue or finding ways to avoid it in the future. 25:26 So here's a bizarre voice pro tip. Regularly communicate with your shipping carriers, especially during peak seasons. So you know potential issues in advance. 25:36 And if shipping related feedback is consistent and negative, it might be time to evaluate and change your shipping partner to reconsider your shipping policies or reconsider your shipping policies. 25:49 You can maintain trust when faced with external challenges by addressing shipping concerns with empathy and focusing on finding solutions. 25:59 And remember, each review is a voice a perspective and an opportunity. And by understanding the importance of different types of reviews, and using the strategies we discussed, you can improve your customer engagement and use reviews as tools for growth and product improvement. Well, thank you for joining our webinar today. We'd love to move into a q and a session. 26:26 So we'd love if you would put your questions into the chat.
