An online e-commerce store can be running smoothly with all products tested and all systems running smoothly but still, there could be some minor problems that could be overlooked. It can take many shapes and forms ie. complexities with logistics which could delay shipping, miscommunication with suppliers, or just defective products.
These unanticipated hiccups can cause hindrances to your businesses by taking the form of bad customer reviews which can hurt your goodwill and reputation.
Customers reviews can be a challenge as you would want to fix the problem as soon as possible so that you can turn a negative experience of a customer into a positive one.
Here are a few tips that can help you combat negative online reviews and boost your reputation online:
Where Consumers Read Reviews
With an ever-growing list of review platforms online, a customer can drop reviews on a variety of online platforms.
So which platforms are prominent and need your utmost attention?
Google is by far the most popular channel people turn to for reviews and 59% of shoppers do it. This is followed by Amazon with 57%.
Featuring your reviews on your own eCommerce website tends to be a great idea as it helps customers make a prompt decision. A staggering 70% of customers say they somewhat trust the reviews shown on an e-commerce website page.
The value of reviews cannot be overstated. However, as these online review numbers illustrate, diversifying the venues where customers may read reviews about your products and business is also critical.
How Many People Leave Online Reviews
Customers are not only reading reviews before making purchases but quite a lot of them are also leaving their own reviews.
47% of all internet users worldwide say they post reviews about a product, company, or service each month. (GlobalWebIndex,2019).
Although this behavior pattern is common among all demographics, the young generations tend to leave more reviews.
Only 39% of internet users between the ages of 25 and 34 write reviews at least once a month, compared to 53% of those between the ages of 45 and 54.
Expectations of customers from businesses to respond to their reviews.
As the previous online review statistics have revealed, customers rely rather significantly on reviews when determining what things to buy and which businesses to support.
Shoppers, on the other hand, don’t only submit online reviews for the sake of others. According to statistics, the majority of them do so to file complaints in the hopes of receiving a reaction from the company. They also want them now.
In fact, 53.3 percent of customers anticipate businesses to respond to their unfavorable reviews within a week (ReviewTrackers, 2018). However, the majority of them are dissatisfied: 63.3 percent claim they’ve never received a response to their review from a company.
Importance of Responding to Online Reviews
When evaluating a business, consumers aren’t only influenced by the reviews that others leave but also how businesses manage their reviews. Almost every customer who reads internet reviews also reads answers from businesses (BrightLocal, 2019).
It also aids in the de-escalation of any irate clients, increasing the likelihood of their retention. Furthermore, if customers see that firms have responded to unfavorable evaluations, they are more likely to support them.
The basic process of replying to a review should not be overlooked. It could hurt you in the long run as a bad experience with customer service is often shared with others.
Online Reviews Are Important for Local Businesses
For small businesses, reviews are equally crucial. Consumers claim they consult them to learn more about local establishments, with up to 82 percent saying they do so (BrightLocal, 2019).
This is a modest reduction from the previous year’s figure of 86 percent. However, industry experts are hesitant to relate this to a decrease in the use of online evaluations, predicting that they will remain vital to both local businesses and consumers.
Again, there is a significant difference in how the older age absorbs reviews. While more than half of consumers aged 18 to 54 say they “always” examine internet reviews of local establishments, only one in ten people over 55 say they do so.
In fact, 29 percent of consumers over 55 claims they never check online customer evaluations of local establishments, compared to just 17 percent for 18- to 34-year-old consumers and seven percent for 35- to 54-year-olds.
The above points have made it clear that responding to online reviews is quite important. Finding a negative review and rectifying the situation is crucial for your reputation online. With eKomi you would always be on top of your reputation as it scourges the internet for your negative reviews and gives you the ability to combat them.