Improve Your Customer Service with Reputation Management |

Published by admin on December 3, 2020

customer reviews vicinus

Improve Your Customer Service with Reputation Management |

It may not seem like it, but reputation management is the key to building great customer service online. 

Whether you receive reviews on GMB (Google My Business), Yelp, or any other directory/ business listing, you must ensure that you respond to these in an appropriate and professional way.

Business man pointing at 5/5 stars on the screen.

Are Reviews Important for my Reputation Management?

Yes! Reviews are a great way to interact with your customers online. Reviews are also a great way to attract potential customers as well. 

In fact, the Entrepreneur even suggests that having a good reputation:

‘Is always important’ and ‘could make or break your business’.

For more information about how important reviews are for the reputation management of your business online, please check out our blog post:

How to Build a Good Reputation Online

Metro shoes Gmb listing featuring GMB photos

Responding in a Human Way

This is such an essential part of creating a loyal customer base. Whether the review is negative or positive, ensuring that you respond in a human way creates a likeability for your business. This can potentially turn a negative experience into a positive one.

Turning those flat, black and white words into colourful, positive ones is fantastic for customer service.

So, some things your business can do to maintain a positive look online is:
  • Address the reviewer by name (or if not by name, in a friendly manner)
  • Make it easy to contact them
  • Try to resolve any issues
  • Respond to both positive and negative reviews

Local brands can work to create a friendly bond with their customers which will help to build loyalty and a sense of belonging too.

Auto-respond and engage with customer reviews graphic. Graphic shows two cartoon people standing next to mobile phones typing and leaving comments.

Responding to both Positive and Negative Reviews

By doing this, you can not only reinforce a good experience with customers who have left a positive review but also help to resolve any issues with a negative review.

45% of consumers are more likely to visit a business if it responds to negative reviews.

Negative reviews give you the perfect chance to highlight your brilliant customer service. So don’t miss out! Embrace those negative reviews.

For more information about responding to reviews (both positive and negative), check out our blog post:

Should You Be Worried About Negative Reviews?

1 star review rating image. A man, blurred out in the background, is colouring in 1 star out of 5 on the screen.

How Can Vicinus Help with my Reputation Management?

Vicinus assists with monitoring reviews through machine learning sentiment analysis. Additionally, an integrated CRM (Customer Relationship Management) increases review quantity.

Monitoring reviews and interacting with customers will help increase brand trust, conversions, and user actions. Build trust and a great reputation by showing customers your business cares and values them by responding to their reviews.

Vicinus’s Auto-responder responds to customer reviews left on your business listings according to the sentiment data gathered via machine learning and the given star rating. 

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