Everything You Need To Know About Review Management Software

In this day and age, reviews are a staple for any business, especially for small businesses. If your name isn't as well known as Nike, Apple, or Disney, then potential customers won't think twice about skipping your name over for a big dog company - especially if there are no stars next to your name.

But we're sure you already know that. Perhaps your business is struggling to get reviews - you can check out our previous blog here about easy ways to up your review count. However, another one of the most foolproof ways to get more reviews is to get a hold of a review management software.

Why Should I Use A Review Managment Software?

Saves You Time

Google, Yelp, Glassdoor, oh my! The list of websites that you may want to monitor and get reviews on can seemas long as the yellow brick road. As a business owner or a public relations manager, a lot of your time can be spent flipping between these different websites. Even if you have everything logged in, and a dozen tabs open for all of those sites, you can easily lose track of your workflow and spend precious company time (and budget) hunting for and switching between those sites. With a review management software, you have one login, one tab, and one easy job.

The largest chunk of time that you'll spend on your software will be the initial set up where you link all your websites to the dashboard. After that, it's a click, check, and good to go in minutes.

Easy To Manage

The designers of Reveo and other review management software understand fully how frustrating it can be to learn new software. In this day and age, anything new seems to have a breadcrumb trail of knowledge for you to learn before you finally get to the gingerbread house. That's why they built this software to be as easy for you to learn as possible by keeping everything simplified, organized, but still chock-full of the important information that you need.

After just a bit of exploring your new dashboard and familiarizing yourself with the layout, you'll agree that anyone can easily learn and manage review software.

Gets You New Reviews

In today's day and age, everyone reads reviews before deciding whether or not to purchase; the up or down thumb can be as crucial to your business as it was to the gladiators. And the reason that they're so trusted is the simple, cold fact: you can't delete negative reviews - ever. For some companies, a negative review can feel like the end of the world, but when you have 20 positive reviews against that negative review, your credit goes way, way up. So what's the last perk of having a review management software? It gets you new reviews in a sliver of time that it did before!

How Does It Do What Does?

First, the software gives you a clear and concise dashboard. You get to link the pages you care about, Google, Yelp, etc. to one webpage so you can monitor the individual pages without having to switch between each of those accounts. It makes monitoring these pages a piece of cake, and if you only have a minute to spare to check on these pages, you can see exactly what you need in a moment or two. You can organize the dashboard how you want, and it simply keeps everything where you want it.

Secondly, the software will give you notifications in real time. Think of it a credit report. The moment someone submits a negative review, you can pounce on it and put the fire out asap. In the world of customer service, timing is everything. And if someone submits a positive review, it will let you know as well, which can be something that will brighten your day. Imagine you only check in on your reports once a week, and you see that some small error with your company has caused a dozen upset customers to submit complaints. Although you (hopefully) go in and address the complaint, and resolve the bug, the majority of those customers could've been saved from any hassle at all if you'd had notifications set up. Long term, that can affect your customer retention rate, and a lower overall satisfaction rating will bring you less new clients as well. So being told real-time information at the moment it happens is worth gold in seconds.

Third, review software will automatically post reviews to your homepage. Any business that has a webpage will have either a testimonials page or a place to put "the voice of the customer". This gives potential customers a chance to look at what people are already saying about your business, while also browsing your website for information and to affirm with themselves that your company is indeed legit and well-established (in their eyes). There are plenty of fundamental parts of a company's webpage, and customer reviews page is certainly up there in importance.

One thing that (great) review management software does for you is to automatically place these positive reviews on your webpage. We've personally experienced the time, effort, and sweat wasted while scrolling through dozens of review sites to find that perfect customer review that not only sings their satisfaction but glows about your goods. Not only does review management software give you the ease of being able to view all these individual reviews from their plethora of sites, it has the ability to automatically post the best ones in your designated happy customer gallery.

Fourth, a good review software will help you get new reviews. How, you ask? Well, only by setting up the easiest, breeziest, quickest customer satisfaction questions ever! With this software, you'll be able to choose how you want to ask customers their thoughts; are you more of a survey person, or do you like to have them write out their thoughts? Either way, we've got you covered. You can also choose your method of delivery - email or text message. Today, everyone is on their phones - Gramma rocks her pointer-fingered-texting-iPhone, and little Liam is playing games on his parents' phone before their upgrade. And the parents? They're only kicking back with the newest touchscreen yet. This means that you can take full advantage of their attachment to the tech.

With sending text message surveys, you can quickly ping a consumer's most checked inbox (besides their Facebook feed, maybe) and get a higher chance of them actually filling out and returning feedback. Our advice? Start simple. Ask them a yes/no or short question with a multiple choice answer. If they have a second to invest in an answer that, they'll be much more likely to give you their time to fill out a quick review. Also, once they've answered the question that you've posed to them, they'll be more likely to put in a pound of effort for that penny of time already spent.

Combining the notifications and the ease of asking for feedback, if a customer is unhappy, you'll know right away: The moment they click submit from their phones, you'll get that information. And it's a done deal for an attentive manager to follow up with that customer to put out a hot fire. Then that customer, who gets an almost instant response time will be thrilled at your company's speed and attention to them. Everyone loves being important, and you can use this to show your customers that they're at the top of your list.

At the end of the day, if you're looking to save yourself time, tears, and headaches, then you'll want to invest in a review software company. You can think of reviews as your face that you present to the world wide web, and you want to make sure it's fully made up - eyebrows on fleek and everything. The hack for making sure you're not spending more time than necessary on that is to set up your free Reveo demo today (shameless self-promotion).

Negative Reviews and Your Online Reputation

Negative Reviews & Your Online Reputation

If you think that online reviews don’t matter much, determine how you react to them. If a family member or friends tells you that a product or service you are interested in, is “phenomenal,” what is your first reaction? I’ll bet, you won’t believe what you hear, at least, not right away. Hearsay is, well, so passé.

If you’re like most people, the first thing you do is look for reviews online. You want to know, “What are other people saying about the product or service?” When you see that first negative review, your instinct is to read it immediately. Why? Often a negative review provides you with what you believe is a more realistic view of the product or service.

 

How do bad reviews affect your business?

A handful of negative reviews won’t hurt your business. In fact, they may actually help; however, if you start seeing multiple negative reviews, pay attention. Reviews, both good and bad, affect how people see you long before they open their wallets to do business with you. Online reviews are today’s “first impression.” Your goal is to look good, really good, but not necessarily perfect.

 

People trust strangers more than their friends.

Most people are more likely to trust an online review than a recommendation from a friend or family member. To 85% of us, the internet is the ultimate source of truth. It seems counter intuitive that people would believe a review from an anonymous user, but they do if the writer of the review is articulate and provides sufficient details to be trusted.

 

People “yelp” if they don’t like their experience.

Not long ago, people who had a bad experience with a business had to jump over a plethora of hoops to get others to pay attention. Not anymore. Today, all that pent-up frustration goes directly online where it can do considerable damage. Monitoring your online reviews is critical. You want to address problems before they escalate and have a negative impact on your business.

 

You’ve got to work for good reviews.

Larry owns a home improvement business. When he completed a job recently, the homeowners were thrilled. Larry asked them if they would write an online review. They gave him an emphatic, “Yes!” Larry realized that the homeowners were busy people and that they might forget about the work he did for them, so he sent them a thank you card—not an email—with a photo of their newly remodeled kitchen. A few days later Larry saw that the homeowners had posted an outstanding review of his business. Going that extra mile is worth it. Balance a few negative reviews by providing incentives that will compel your customers to give you positive reviews. Ask customers to fill out a survey or share a review. Make it possible for them to leave reviews directly on your website.

 

You’ve got to be proactive.

If you’re going to beat your competition, you must care about online reviews. Positive reviews can help grow your business; negative reviews may turn customers away before they even give you a chance. If you don’t have any online reviews, potential customers may think you’re too much of a risk.

People will write reviews and others will trust what they write. It’s your responsibility to be proactive and ensure that you will have the best possible outcome when people mention your business.

9 Fail-Proof Tips to Maximize Your Reviews

 

    So you want more reviews, huh? First, good for you! It’s important to recognize the heavy values that reviews hold for your business.

    Without further ado, here are the top tips for maximizing your reviews and making the most out of your testimonials:

 

Ask In Person

    Perhaps one of the quickest and most effective ways of maximizing the number and quality of reviews that you’re receiving is to simply ask for them in person. No matter what business you run, you have a chance of meeting your client face to face. Whether they’re leaving your brick-and-mortar or walking away from your business meeting, there’s an opportunity for you to ask them for feedback.

    If they’re leaving your retail store, have your employees seek an opportunity to ask for a review by asking the customer how their shopping experience was, or asking them a few open-ended questions about their selected product. Of course, jumping on the first thing they say with a demand for a review comes across as pushy and insensitive, so make sure the employees know to insert the suggestion at the end of the conversation.

If you’re walking away from your client at the end of a meeting, your chances of getting a review after asking are much higher. At that point, you’ve built a relationship with the client, and you have a bond of trust with them. As courtesy goes, they’ll probably be thanking you and expressing their happiness at the interaction. That’s the time for you to mention your gratefulness for their feedback and how much it would help you out if they took a moment to leave a review for you.

 

Post Signs

    Sometimes you’ll have customers that simply don’t want to discuss their experience. Perhaps if you’re running a clinic, a school, a restaurant, or a store, your chance for asking the person for a review isn’t as straightforward as it seems. One of the painless ways to ask for a review is to post a sign. Make something eye-catching, put it out on a nice sign, and let the feedback roll in.

    Believe it or not, you’ll have some customers who won’t remember being asked to leave a review but will easily remember the visual cues of the sign, or perhaps some will take photos of the sign to remind themselves later to hop online for a review.

 

Make It Easy To Connect

    One of the mistakes that a lot of small business owners make is just not being online, or if they are online, they use the review sites that no one knows about. Make it easy and convenient for customers to find you; find the websites that most people use, and create accounts for those. Yelp and Google are your friends - people leave reviews on there because they know that other people will look at those sites for them. All you need to do is to be on them.

    Similarly, make sure that people know that you’re on that website. Post signs or leave information that says, “We’re on Yelp!” This will not only refresh your customers’ minds that they can leave reviews, it also tells them what websites you care about for them to leave feedback on.

 

Respond To Negative Reviews

    Ideally, we would never get negative reviews. But as life has it, sometimes things go wrong, and sometimes people choose to leave negative reviews to document their experience. One of the worst things you can do is to ignore it. It won’t go away, you can see the negative review as a chance to improve your business, and you can use it to show any potential client that you care about customer service. For ideas on how to respond to bad reviews, check here. [link article]

 

Respond To Positive Reviews

    While replying to negative reviews may seem like common sense, replying to positive reviews is a less considered idea that can be just as effective. You may think to yourself that a positive review speaks for yourself, so why should you invest time in responding. The simple answer? It comes back to customer service and online presence.

    Anyone who is considering using your business will often check reviews first, and even if they see glowing reviews, if there’s not a response on any of them, they’ll feel like your customer base isn’t being supported. If someone was planning on leaving a review but sees that there are no responses on any of the other positive ones, they might also feel as though your company doesn’t care how they feel. Responding to the positive reviews as well as the negative ones is the easiest way to show people that you do care.

 

Place Testimonials On Your Front Page

    Where does a customer look when they’re considering buying? - Your homepage! Placing your customers’ testimonials on the front page is the most straightforward, one-stop only for your customers to view positive reviews. A business whose front page doesn’t have a single, “What Our Customers Are Saying” is a scary sight indeed. Even if the potential client doesn’t actually take the time to read any of the testimonials, it gives them peace of mind that your business is tried and true.

 

Have A Customer’s Voice Web Page

    While Google and Yelp are great at having the reviews and being trusted by millions of people, they don’t always show the exact review you want to be posted at the top. That’s why you can build your own separate page for reviews and testimonials. Not only does it allow you to show exactly what you want it to show, but it allows you the opportunity to expand on the testimonials.

If you choose to invest time on a separate page, then you can reach out to some loyal customer of yours and ask for pictures of them, which builds trust and helps potential clients connect with your existing ones. You can also expand on the review or case for each of your customers.

 

Run A Contest

    One of the quickest ways to generate excitement and attention is to run a contest. Post on your webpage or in the store that you’re hosting a competition. The winner could get a discount or a free product, etc., and all the customer must do is submit a testimonial. (Take Care not to ask them to submit a positive testimonial only; we want real results here!)

If you have a store that’s running this competition, send out your email with some coupons that encourage your client to come in, spend money, and then write for your competition.

 

Follow Up

     Out of sight, out of mind is a popular mindset. For some people, the moment they walk out of your store is the last moment they think about your company. The thought of leaving a review, even if it was stressed in person, doesn’t cross their minds. Even if it was stressed in person, they simply don’t remember it when they’re at home. That’s where a follow up can be useful.

The least instructive follow up is to simply put a feedback request on their receipt. Unfortunately, most people aren’t looking at their paper receipts anymore, even if it makes it past the exit door.

The next step is to send an email or text message as a follow-up. Chances are, if your client has enough time to check their phone or computer to see if there’s an email or text, they’ll have enough time to submit some feedback for you.

 

Hire A Review Management Company

     Let’s be honest here, if you’re running a company, then you’re a busy person. Why not consider hiring a company that does it all for you?  Reveo can simplify the process of obtaining and managing reviews for you; you still get the control that you need, but instead of hopping from account to account to see what’s happening, you can manage everything in real time on one easy to use dashboard. And the best part about Reveo? It costs a fraction of the amount that its competitors charge; you’re getting more bang for your buck.