This method is considered the most effective because it saves time and human resources. Let's talk about some similar sites in more detail:
YouScan. This service tracks mentions on social networks. Notifications come immediately, so you can react quickly.
IQBuzz. Helps to identify mentions in social networks and online media. The service has its own database of sources, but you can add those you need yourself.
PromoPult has a plugin that works with the reputation of Internet resources. With its help, you can find mentions of your company in search results.
Google Alerts. A free assistant physician database developed by Google. Simply enter the company name with the word "Reviews" in the search bar and the service will give you a selection of sites where your company was mentioned. If the name contains several words, it should be written in quotation marks: for example, ""Goldfish" reviews".
If you cannot respond to all customer reviews, then you need to choose those that are most profitable for the company to respond to. Respond on those resources where there are more potential buyers and where you are mentioned more often. For example, if the maximum number of comments about you are on social networks and on the Zoon website, then you need to respond there first.
Case: VT-metall
Find out how we reduced the cost of attracting an application by 13 times for a metalworking company in Moscow
Find out how
Structure of the response to a grateful customer review
Unfortunately, not every businessman or marketer knows how to respond to customer reviews correctly. To simplify this task, it is recommended to divide comments by type and develop a response order for each.
There are 4 types of positive customer reactions:
Empty and emotionless reviews. These include phrases such as:
"Everything is fine. Thank you", "I received the goods. I will order more in the future . "
Informational and descriptive comments. In them, buyers describe in detail their experience of working with the company and what they liked. Example:
"The manicurist Maria did a great job. She is a truly experienced specialist. Only high-quality materials were used. This manicurist makes beautiful designs. The salon itself is clean, cozy, and I was pleased with the good service. I want to come here again for a manicure."
Emotional reactions of customers. In them, people very vividly express emotions caused by the purchase. At the same time, the reviews contain very little information about the cooperation. While reading, you understand that the client liked everything very much, but it is unclear what exactly delighted him. For example:
"I'm so glad I found your company! The drawing is gorgeous! You are the best! I will definitely contact you again and recommend your company to all my friends!"
Mixed comments. They combine the second and third types. The author may notice a minor flaw. In such a review, the client will talk about the experience emotionally, but informatively. He will point out minor minuses. Example:
"I am so glad I found your salon! The manicurist Maria did a great job. I was very pleased that the specialist is highly qualified and does a gorgeous design on nails. I am as happy as a child! I really liked the service and the individual approach to each person. But there was one nuance: the mug in which the coffee was brought had a small crack. This did not spoil the overall impression. I will definitely come to you soon!"
So the first thing you need to do when you see positive feedback from customers is to find out what types of feedback they have in order to give the right response of gratitude to each of them.
According to statistics, many business owners do not know how to respond to a good comment. Because of this, more than 90% of people who wrote positive reviews do not receive a response. Often, a positive comment is answered the same way: “Hello! Thank you for leaving a review! We will be glad to see you again.” Each such response lacks the most important thing - proof of the client's rightness. When writing positive reviews, people praise something specific: the master, good service or a cozy atmosphere. It is necessary to cling to every thought of clients and confirm their words with facts. Positive comments are a great opportunity to talk about your advantages and attract new people.
Every response to a positive review must have four specific components