Product Reviews, Seller Feedback and Customer Questions
Transcription
The dreaded thing has happened. A disgruntled buyer posted a negative review for the whole Amazon community to see now, what do you do? You respond of course, to quell any wrong information and to increase your brand perception to the buyer and the rest of the community. The goal in responding is to satisfy the unhappy customer squash and the negative perception of the product and keep from missing out on sales and decreasing conversion rates.
show moreShoppers frequently look at the bad reviews. Even if there are a large number of positive reviews, negative reviews, shed insight on a product limitations and prospective buyers want to find out from other customers what they didn’t like about the product. So how you respond to the negative review and what you say is extremely important.
Remember there are millions of Amazon prime shoppers. So this is a platform where you want to put your best foot and only your best foot forward. Here are some tips in crafting our reply. The first one is to be sincere and apologetic. Remember the old adage that the customer is always right. Well, in this case, Being understanding that the customer is unhappy and inconvenience sets a tone of sincerity and caring and takes the customer off of a defensive stance.
It turns the direction of the conversation from a negative to open and inviting communication. The next tip is to work towards a resolution. Being sincere, such the groundwork of caring, but what is a solution to the buyer’s problem? As an example, if the customer received a broken or missing piece offer to send them a replacement part or new.
Be sure to address their specific problem, a generic reply that seems impersonal and scripted. Isn’t going to win you any favors and lowers the chance that the buyers believe you’re genuinely care about their problem at hand. Rather be very specific and tailor your reply to their immediate concerns.
Next always be respectful regardless of how rude or nasty the commenter might have been. Remember they are unhappy with your product or service. So this is not the forum to call them out on it, but rather this is a forum to try and appease them. And lastly, for sure, the customer that necessary steps are in place to prevent this from happening again.
This not only Leche prospective buyers know that if they buy the product, they will not be dealing with the same issues as a previous customer, but it also validates a disgruntled customer and makes this person feel validated in writing the comments. It’s virtually impossible to have a 100% perfect online reputation.
So all positive reviews might be a red flag for potential new customers as not authentic or fake. For this reason, having a few bad reviews might actually be good for business and customer perception and negative reviews provide an opportunity for your company to engage with your customers and refine your product or service in a humanistic way.
It puts a face behind the brand and it provides a reason to interact with the customers and invite further conversation through other channels to keep the dialogue open. According to a recent survey conducted 52% of people like a company more when it responds to a negative comment. So be sure to use these tips, to turn negative reviews into a positive and mitigate any damage to your brand reputation.