Review Responses: 12 Tips To Handle Positive & Negative Feedbacks

527

In the world of online reviews, it’s important to know how to respond to both good and bad feedback. Whether someone praises your product or shares a concern, your review response matters.

• When 97% of consumers say that reviews posted online influence the buying decision process, the answer is simple: managing and responding to customer reviews should be an integral part of your online marketing program.
• When consumers of your products leave a comment about your business, you need to respond. Whether customer reviews are positive or negative, find the right words to show the quality of your customer service. Interactions must be strategic, but organic.
• Beyond current customers, think about future customers who always educate themselves before buying. Improving this process of managing consumer reviews can help reduce cart abandonment on your online store.

But;

• how do you find the perfect balance between business approaches and empathy?
• What are the best reactions to deal with negative customer reviews?
• How does positive feedback enhance your business and increase the online reputation of e-commerce?

In this guide, we’ll explore how to handle positive and negative reviews effectively, helping you build trust with customers and improve your online reputation.

Why is it Important To Respond To Negative Reviews?

When setting up an online store, you expose yourself to negative reviews. As the expression “we cannot please everyone” so well.

It is not obvious when starting an e-commerce activity to immediately adopt the vouchers of online traders.

Whether you’re a big brand or a new online business, criticism is inevitable. Prepare for these scenarios to profit from these customer review responses.

This type of negative feedback is an opportunity to show the reactivity and the capacity of your company to manage the unforeseen. Indeed,

According to studies carried out by the Baymard site, 37% of consumers appreciate the feedback from companies when faced with negative feedback.

In addition, user reviews may relate to your entire business. Prove to Internet users that your business reacts and has the arguments to explain the inconvenience.

Unlike an after-sales service by telephone, customer reviews in ecommerce are public and accessible to everyone. They pass on important information to other prospects. Responding to a negative customer review is of course not going to change their mind. However, it reflects a positive image of your business which is concerned with the well-being of consumers.

However, make sure that negative customer reviews are rare by offering products that meet their expectations and quality customer service. If you notice that the same comments come up regularly, take action internally with your teams.

See the process to improve the conversion rate of an online business to consumers.

What Are The Advantages of Negative Feedback?

Here are some advantages of negative feedback:

1. Improvement Opportunities: Negative feedback highlights areas for improvement, allowing businesses to refine their products, services, or processes.
2. Enhanced Learning: Negative feedback provides valuable insights that can lead to a deeper understanding of customer needs and preferences.
3. Building Trust: Addressing negative feedback openly and effectively demonstrates transparency and a commitment to customer satisfaction, fostering trust.
4. Innovation Stimulus: Negative feedback can spark innovation as businesses seek creative solutions to address customer concerns and enhance their offerings.
5. Customer Engagement: Responding to negative feedback promptly and constructively can lead to meaningful dialogue with customers, strengthening relationships.
6. Competitive Advantage: Actively seeking and addressing negative feedback can differentiate a business by showing a dedication to continuous improvement and customer-centricity.
7. Reputation Management: Responsibly managing negative feedback can mitigate reputational damage and even turn dissatisfied customers into loyal advocates through effective resolution.
8. Market Differentiation: Embracing negative feedback and using it to adapt and improve can set a business apart from competitors who may be less responsive to customer concerns.
9. Product Development: Negative feedback informs product development by highlighting pain points or areas where features may not meet customer expectations.
10. Customer Retention: Resolving negative feedback effectively can turn dissatisfied customers into loyal ones, contributing to long-term customer retention and loyalty.
11. They show if customer reviews are real and have useful info. They’re often more detailed than good reviews.

Why Your Business Needs More Negative Reviews

Getting negative reviews might not seem like a good thing, but they can actually be really helpful for your business. When customers leave negative reviews, it can help other people make better choices about what to buy. These reviews also give you important feedback about how to improve your products and services. So, even though they might not feel great, negative reviews can actually help your business grow and get better.

Customer reviews play a crucial role in helping people make informed decisions about products they want to buy online. They not only assist potential buyers in finding the right products but also help businesses improve their offerings and services based on negative feedbacks. Here are some ways in which negative reviews can guide users and help businesses enhance their operations:

1. Guiding Consumer Choices: Negative reviews help other users avoid disappointment by providing insights into product experiences.
2. Improving Internal Processes: Feedback aids in enhancing product quality, customer service, supplier performance, and logistics.
3. Evaluating Marketing Promises: If there are many disappointments, it’s essential to assess if marketing messages align with the actual product offerings.
4. Utilizing Content Marketing: Engaging with consumers through relevant advice can facilitate conversions and build trust.
5. Aligning Messaging with Products: Ensure that marketing materials accurately represent products to avoid negative feedback and disillusionment.

---

12 Ways to Effectively Handle Negative Feedback

Before discussing all of the things to consider and the steps to follow to manage and respond to negative customer reviews, it’s important to define all the don’ts:

• Respond aggressively.
• Getting into a conflict.
• Don’t admit your wrongs.
• Ignore the feedback and do not respond to it.
• Stay on the defensive.
• Don’t empathize.

Handling negative feedback effectively is crucial for maintaining customer satisfaction and improving business operations. When confronted with criticism, businesses have the opportunity to learn, adapt, and grow. Here are some strategies to help businesses navigate and address negative feedback in a constructive manner:

Tip # 1: Respond Quickly

Negative Feedback from a customer should be considered and given a quick Review Response. This reactivity shows the interest you have in your customers. Make sure you have a reaction within 24-48 hours.

Tip # 2: Customize the Approach

Even if you are in a business / customer relationship, do not put too much distance from Internet users. Keep a formal tone while creating some closeness. Depending on your branding, start your message with “Hello / Hey / Hi / Dear + person’s name”.

Tip # 3: Thank The Return

Express a thank you. Your online store should recognize the effort of each person. The client took a few minutes of his time to talk about his experience. Even if there are criticisms and remarks, recognition is a fundamental point in dealing with negative feedback.

You can use the following phrases:

• We thank you for your return. We are sorry for this inconvenience and we appreciate your effort to inform us ”
• Thank you for this constructive feedback. We will do our best to improve our product / service.
• Thank you very much for keeping us informed of this situation. Your feedback is important to make the necessary improvements within our teams.

Tip # 4: Apologize

Apologizing is a mandatory step. Regardless of the tone the customer uses, the seriousness of the problem, or the person responsible for the inconvenience, recognize their wrongs. It shows that you really care about the situation.

No need to write heavy sentences, they could ring wrong. Keep it simple “We’re sorry to hear about this situation”, “We apologize for the inconvenience” or “We apologize”.

Tip # 5: Find a solution

Offer an alternative to the unhappy customer’s situation. If it is difficult to understand all the ins and outs, ask questions to find a suitable solution. The demand for precision is essential so as not to frustrate the consumer with an alternative which does not correspond to his demand. Depending on your industry, you have the option of offering a discount voucher, refunding half the price or resending the product.

Tip # 6: Take Responsibility For Errors Presented in Customer Reviews

Remember that through this negative feedback you can show the positives and the expertise of your online business. Take responsibility for the problem while indicating that your teams are normally prepared for this type of situation.

Without blaming yourself, you can answer:

• ‘We are sorry for this misunderstanding. Our company is normally known for its XXX capabilities. A flaw seems to have impacted your order. We will do what is necessary to ensure that this does not happen again.”
• ‘Our teams do their best to provide the best service to our customers. We are taking this inconvenience into account and will do our best to ensure that it does not happen again.”

Tip # 7: Treat the Problem

Many companies thank and apologize without even addressing the issue. To ensure the success of your online store and get the positive from these testimonials, talk about concrete developments. Thanks to the customer’s comment;

• what are the elements that you will change?
• What tricks are you going to apply so that this does not happen again?

The user should feel that you are taking interest in their testimonial. The opinion of the consumer must change your practices.

If, however, you have no ideas for development or if it is an isolated error, specify in your answer that the situation is exceptional. Of course, don’t write that in all comments. Future customers will read your answers.

Tip # 8: Solve the Problem Privately

Make sure you provide as much information as possible in your review response, but allow the customer to contact you directly to discuss their situation. He will feel privileged and listened to.

With this approach, you show users that your online store has good customer service.

In your comment, enter an email and a phone number indicating that the teams will do what is necessary to provide a suitable solution.

Tip # 9: Do Not Consider These Customers Lost

Ask unhappy customers a second chance. Don’t think of these people as lost. It is still possible to make them change their mind. A bad experience can be exceptional.

When that customer comes back to you, do your best to ensure that they receive a warm welcome that meets their expectations.

How to introduce this idea without ringing the bell?

Here’s an idea for your negative review response example:

‘Thank you for letting us know about this problem. I am sincerely sorry. Do not hesitate to give us a second chance so that we can meet your needs. Next time contact me directly on XXXX and ask for Mr / Mrs XXX. I will do whatever is necessary to be up to the task and not to disappoint you.’

Tip # 10: Be Authentic

The worst thing for your online store is that customers feel your posts are overdone, copy-paste, even hypocritical. To restore your image and situation, be real and empathize .

Through all these steps, restore certain situations and regain the trust of users. Keep in mind that consumers are not going to look at the source of the problem, but how it was handled by your business.

Tip # 11: Respond to Negative Reviews Only Through Stars

The purpose of these customer reviews is to find out more. Through a simple comment, dare to ask for more information:

• ‘We invite you to contact us directly at XXXX or at XXXX @ XXXX so that we can discuss your experience with our company XXXX”.
• ‘Your feedback is important to us. Please feel free to tell us more at # XXXX or XXXX @ XXXX so our customer service can understand your experience.”
• ‘We are sorry to hear that your experience with our company did not meet your expectations. Please contact us so that we can do what is necessary to help you (XXXX or XXXX @ XXXX)’.

Tip # 12: 5 Negative Feedback Examples and Solutions

Negative feedback is an inevitable aspect of running a business, but it doesn’t have to be detrimental. In fact, handling negative feedback effectively can be a catalyst for growth and improvement. In this blog, we’ll explore common examples of negative feedback that businesses encounter and provide practical solutions for addressing them.

1. Example: “The product I received was not as described.”
   • Solution: Take responsibility for the discrepancy, offer a sincere apology, and provide options for resolution such as a refund, exchange, or store credit. Ensure that product descriptions are accurate and detailed to manage customer expectations in the future.
2. Example: “The customer service was unresponsive and unhelpful.”
   • Solution: Acknowledge the customer’s frustration, investigate the issue internally to understand what went wrong, and implement measures to improve responsiveness and effectiveness of customer service interactions. Consider implementing training programs or enhancing communication channels to ensure prompt and helpful support.
3. Example: “Shipping took much longer than expected.”
   • Solution: Express empathy for the inconvenience caused by the delay, communicate transparently about the reasons behind the delay (e.g., unexpected volume, logistical challenges), and offer a gesture of goodwill such as a discount on a future purchase or free shipping on their next order. Evaluate and optimize shipping processes to minimize delays in the future.
4. Example: “The website is difficult to navigate and checkout process is confusing.”
   • Solution: Thank the customer for their feedback and commit to improving the website’s user experience. Conduct usability testing to identify pain points in navigation and checkout processes, and make necessary adjustments to streamline the user journey. Solicit feedback from customers during the testing phase to ensure that changes are effective and intuitive.
5. Example: “The product quality does not meet my expectations.”
   • Solution: Apologize for the disappointment and assure the customer that their feedback will be taken seriously. Evaluate product quality control processes and supplier relationships to identify areas for improvement. Consider offering a replacement or refund, and communicate any updates or improvements made to the product based on customer feedback.

---

Why Is It Important To Respond To Positive Reviews?

The desire of all companies to have positive customer reviews. Knowing that the product liked it is a rewarding feeling.

You are reaping the rewards of your team. This enhances the image of your company.

• Why pay special attention to these comments?
• What is the point of responding to a positive feedback?

Taking a few minutes of your time to thank a customer’s return builds your reputation. Close to Internet users, you gain the trust of other customers and you strengthen customer loyalty.

While responding to these opinions, try to remain humble. A simple and quick message is enough.

How to Respond to Positive Reviews?

Responding to positive reviews is an essential aspect of maintaining positive relationships with customers and fostering a sense of appreciation for their support. Acknowledging positive feedback not only shows gratitude but also reinforces customer loyalty and encourages others to share their positive experiences. Here are some effective strategies for responding to positive reviews:

Strategy # 1: Say Thank You

The return of satisfied customers strengthens the expertise and reliability of your business. Don’t forget the impact of social proof. Positive reviews can motivate new sales and increase your conversions. Some examples for your positive review response

“thank you very much for your feedback” or “thank you for taking a few minutes to tell us about your experience”.

Strategy # 2: Reinforce Ideas

The opinions of satisfied customers allow your teams to reinforce the positive points of the products. Subtly write down a few advantages of the product or service concerned. For example, your e-commerce sells anti-aging skincare. You get a lot of feedback about a night cream. Do not hesitate to reinforce the benefits or the organic composition. examples for your positive review response is;

‘Thank you very much for this feedback’. It is true that the XXX ingredient in XXX cream has XXXXX virtues”.

Strategy # 3: Invite To Come Back

Gaining new customers costs more for your business compared to retaining loyalty. Capitalize on this positive feedback to retain current customers. Try additional sales, talk about similar products, or invite the person back. You can introduce this idea with example positive review phrases like:

“We are so glad you liked the day cream. Given the composition of your order, take an interest in XXXX serum. This will complete your routine.”

Review Response Examples of Positive Feedback replies

Here are some Common Review Response examples of positive feedback replies

1. Hello XXX, we thank you for your feedback and are delighted to hear that your order is a success. The satisfaction of our customers is one of our priorities. Thank you for taking a few minutes to write to us. We hope to see you again soon.
2. Thank you for your kind words! We’re thrilled to hear that you had a great experience with our product/service. Your satisfaction is our top priority, and we’re delighted that we could meet your expectations. We look forward to serving you again soon!
3. Wow, we’re so grateful for your fantastic review! It’s wonderful to know that our product/service has exceeded your expectations. Your feedback motivates us to continue delivering excellent quality and service to all our customers. Thank you for choosing us!
4. We’re absolutely thrilled to receive your positive feedback! It means the world to us that you’re satisfied with our product/service. Your support is invaluable, and we’re committed to maintaining the high standards that you’ve come to expect from us. We can’t wait to serve you again in the future!
5. Thank you so much for taking the time to share your positive experience with us! We’re delighted to hear that our product/service has made a positive impact on you. Your feedback inspires us to strive for excellence every day. We appreciate your trust in us and look forward to continuing to meet your needs.
6. This is fantastic to hear! Thank you for your glowing review. We’re thrilled that you enjoyed your experience with us. Your feedback drives us to continuously improve and innovate. We’re here for you whenever you need us, and we can’t wait to continue exceeding your expectations.
7. We’re overjoyed to receive such wonderful feedback from you! It’s incredibly rewarding to know that our product/service has made a positive difference in your life. Your satisfaction is our ultimate goal, and we’re dedicated to consistently providing you with exceptional experiences. Thank you for choosing us, and we look forward to serving you again soon!

---

How to Respond to Neutral Reviews?

After discussing negative customer reviews and positive feedback, one should look at neutral reviews. These are for 3 star ratings. The image returned by this type of feedback is not clear: is it positive or negative?

To best inform prospects and prove your position in the market, you must take an interest in it:

• Thank
• Highlight the positive if there is a comment
• Try to understand what the problem was
• If you are only facing the stars, enter contact points (number and e-mail)

Example Neutral Review Response reply is as follow:

Hello XXX, thank you very much for taking the time to review our business. We would like to know more about your customer experience. Do not hesitate, if you wish, to tell us more at XXXX or by email at XXXX @ XXXXcan be an excellent way to respond to this type of customer opinion.

Conclusion: Handling Positive and Negative Reviews

Effectively managing both positive and negative feedback is key to maintaining a strong online reputation and fostering positive relationships with customers. By responding promptly and courteously to positive reviews, businesses can show appreciation for their customers’ support and further strengthen brand loyalty.

Similarly, addressing negative feedback with professionalism and a willingness to learn and improve demonstrates a commitment to customer satisfaction and continuous growth. By implementing strategies to handle both types of feedback effectively, businesses can cultivate a positive image, build trust with their audience, and ultimately drive long-term success.