Responding to Customer Reviews

3 min.



Written by:

Cláudia Valente

Receiving negative customer reviews is an undesirable — but inevitable — part of business.

No matter how well you perform, there will always be someone with a negative opinion to share about their experience with your company. The key question is how you handle these reviews. Here are some effective strategies for responding to negative customer reviews and how to turn these situations into opportunities for improvement.

The Importance of Reviews

First and foremost, customer reviews should never be ignored (or deleted!). Recent data shows that 85% of consumers trust online reviews as much as word-of-mouth (the most reliable and credible form of advertising). Ignoring reviews can result in losing customers and damaging your brand’s reputation.

Be Impartial When Analyzing Reviews

The next step is to evaluate reviews. A study from Dimensional Research found that 90% of customers claim online reviews influence their purchasing decisions. Regardless of how you feel, use emotional intelligence to determine if the review is valid and if other customers may be affected by the same issue before responding

Respond Effectively

After analyzing reviews, it’s time to act. Follow these four steps to help you respond effectively to customer reviews:

  • Respond promptly. A quick response shows that your company cares about the customer. Frequently monitor your communications channels to identify any negative reviews. In fact, a recent study revealed that 88% of customers expect a response within 60 minutes. We suggest researching industry trends to keep up with the expectations of your target audience.
  • Be empathetic. Show empathy toward the customer’s concerns to help build a strong relationship. When responding to negative reviews, apologize for the mistake, maintain professionalism, and thank the customer for their feedback. Avoid defensive or aggressive responses, as they can worsen the situation. Remember: more than 90% of customers expect companies to take care of them as individuals, not as numbers.
  • Offer solutions. Don’t stop once you acknowledge the problem and apologize. Instead, explain what happened and provide tangible solutions. This way, you’ll work toward rebuilding their trust. According to Zendesk, 74% of customers are willing to forgive a mistake if they receive excellent service.
  • Learn and improve. After apologizing, offer a solution and express gratitude. Explain that steps will be taken to ensure they don’t have to go through the negative experience again. Reviews are nothing more than your target audience telling you directly what they need from you, and they are a valuable source of learning.

Responding to customer reviews effectively is essential for the success of any business. You can turn reviews into opportunities for improvement and build strong customer relationships. Remember that reviews can be valuable for business growth if they are approached with attention and care.

At GoContact, we prioritize effective customer service. One of the advantages of our platform is how ticket management and omnichannel capabilities are handled. This allows you to quickly access customer interactions on any channel. You can also analyze generated reports and identify areas for improvement. If you want to place the customer at the center of your operations, start that mission now with our help.