The Voice of the People:
The internet has changed the way we shop and the way we make buying decisions. We can buy groceries, clothes, books, beauty products, jewellery, furniture, or anything under the sun online. But before we make THAT buying decision, we look up online reviews. Why do people rely on reviews so much? It’s because of one simple reason: uncertainty.
Let us take a closer look at the key reasons why online reviews matter:
Some Stats:
93% of consumers worldwide check reviews before a purchasing decision.
84% of consumers trust online reviews as much as recommendations from friends or family.
Customers are more likely to do business with a 4* or 5* rating than a business with low star ratings
Source: Edelman
What is Social Listening?
Social listening is having your ears to the ground on social media; tuning in to what people are talking about your brand, your competitors, and topics that matter to your business.
Social listening helps you monitor your brand mentions on social media, get an understanding of issues faced by your customers, and get to know customer expectations.
But then, it’s not just about your brand, it also helps you keep tabs on your competitors, see what’s trending, and understand the overall buzz surrounding topics that are relevant to your business.
It also helps you shape your products or services and improve your customer service in line with customer expectations and industry trends.
It is also about making the best use of social media to further your business goals.
“Customer reviews are the voice of the people, guiding us through the maze of choices.”
What are Customer Reviews?
Online customer reviews are like little nuggets of wisdom shared by people who’ve tried a product or service. They spill the beans on what’s great and what’s not-so-great, helping others make informed choices. It’s like having a friend’s advice but from hundreds of strangers!
They provide honest feedback, highlighting both the pros and cons. These reviews give potential customers a glimpse into real experiences and shape their perception of a brand.
“A Review Is a Free Marketing Tool”
Why Are Reviews So Important?
Builds Trust and Credibility: Positive feedback serves as social proof, assuring potential buyers that others have had a positive experience with your brand. When people see a high volume of positive reviews, they are more likely to trust your business and feel confident in their decision to engage with your products or services.
Enhances Brand Visibility: Reviews help your brand’s internet exposure. When determining search ranks, search engines consider both the amount and quality of reviews. A better ranking equals more visibility, which makes it easier for potential customers to find your brand among the competition.
Encourages Customer Engagement: When customers leave reviews, it opens a channel for communication and engagement. Responding to reviews, whether they are positive or negative, shows that you value customer feedback and are committed to addressing their concerns. Engaging with customers demonstrates your dedication to providing excellent service.
Influences Purchasing Decisions: Studies have shown that a vast majority of consumers read reviews before making a purchase. Positive reviews can sway undecided customers in favour of your brand, while negative reviews can drive them away.
Provides Valuable Feedback: Reviews offer direct feedback from customers about their experiences with your brand. Positive reviews highlight what you’re doing right, while negative reviews pinpoint areas for improvement. This feedback can help you refine your products, services, and overall customer experience.
Drives Continuous Improvement: By analysing reviews, you can identify recurring themes and patterns that require attention. Whether it’s improving product quality, addressing customer service issues, or enhancing certain aspects of your business, reviews provide actionable data that can guide your decision-making and help you continually enhance your brand.
What is Review Management?
Now that you fully understand the importance and impact of reviews on your business, it is a no‑brainer that these reviews need to be professionally managed, and that is called “Review Management”
Review management involves monitoring and responding to customer reviews in the online space. It helps you address customer concerns and leverage positive feedback to build trust and improve customer satisfaction.
What is Omnichannel Review Management?
Customers share reviews on social media platforms, forums, app store, play store, review sites, GMB listings, etc. Engaging them across these touchpoints in a coherent and consistent voice would be a complicated exercise and could be cumbersome in the absence of the right tools.
Omnichannel Review Management tools help you offer a consistent customer experience across multiple channels, such as websites, social media, and third-party review platforms.
AiPlex Bridge-An Omnichannel Review Management Tool
AiPlex Bridge is one such tool. It helps you:
Monitor and respond to reviews across the online space via a single interface.
Gain insights on customer pain points, sector headwinds and tailwinds, unexplored business opportunities, feedbacks, suggestions, etc.
Track and manage all the different review platforms on a single dashboard.
Proactively build an enviable online reputation by professionally managing reviews and customer feedback.
Effectively Manage Reviews- Check Out Our Plans