{"id":8868,"date":"2023-02-02T07:30:43","date_gmt":"2023-02-02T06:30:43","guid":{"rendered":"https:\/\/fr.avis-verifies.com\/8868\/"},"modified":"2024-02-26T11:04:26","modified_gmt":"2024-02-26T10:04:26","slug":"why-and-how-to-respond-to-google-reviews","status":"publish","type":"post","link":"https:\/\/en.verified-reviews.com\/blog\/why-and-how-to-respond-to-google-reviews\/","title":{"rendered":"Why and How to Respond to Google Reviews?"},"content":{"rendered":"<p>A company\u2019s response to a Google review is the 3<sup>rd<\/sup> most important factor in terms of user perception. Consumers pay particular attention to a brand\u2019s response to a positive experience and high rating.<\/p>\n<p>All businesses should get into the habit of responding regularly and effectively to Google reviews, whether they are positive or negative. Ready to find out why and how, with <strong>7 tips from <a href=\"https:\/\/www.verified-reviews.com\/en\/\">Verified Reviews by SKEEPERS<\/a>?<\/strong><\/p>\n<p>&nbsp;<\/p>\n<h2>Why Respond to Google Reviews?<\/h2>\n<p>Customers are your allies. Sharing an in-store or online experience on the Internet is becoming a habit. And this positive or negative feedback is a goldmine of information! Reviews also provide you with an opportunity to engage with your customers through public responses.<\/p>\n<p>&nbsp;<\/p>\n<p>Brands can <strong>respond to all positive and negative reviews<\/strong> posted online. Our solution, Verified Reviews by SKEERPS, makes responding to reviews and comments easy. These answers will allow you to:<\/p>\n<p>&nbsp;<\/p>\n<ul>\n<li><strong>Show that you are authentic and transparent.<\/strong><\/li>\n<li><strong>Create <\/strong><strong>a Customer Centric strategy<\/strong> based on dialogue and co-construction.<\/li>\n<li><strong>Build <\/strong><strong>reassurance<\/strong><strong> and trust<\/strong> for all users.<\/li>\n<li><strong>Help your company grow<\/strong>, by strengthening your SEO and attracting new customers. <strong>96% of customers read company responses<\/strong> to online reviews, especially when they\u2019re looking for local businesses! (Source:\u00a0<a href=\"https:\/\/www.brightlocal.com\/research\/local-consumer-review-survey\/\">Brightlocal<\/a>, 2020)<\/li>\n<li><strong>Build customer loyalty.<\/strong> Responding to a Google review is a sign of attention which strengthens the relationship with your loyal customers.<\/li>\n<li><strong>Boost your company\u2019s brand image, reputation, and credibility<\/strong> with \u201creal\u201d personalized comments.<\/li>\n<li><strong>Turn detractors into promoters<\/strong>: a positive response to a negative review can transform your relationship!<\/li>\n<\/ul>\n<p>&nbsp;<\/p>\n<p>We recommend responding to customer comments as regularly as possible, to improve your customer satisfaction and maintain your reputation. The aim is simple: provide quick, effective, useful and transparent responses to all your <a href=\"https:\/\/www.avis-verifies.com\/fr\/avis-google-my-business\/\">Google<\/a><u> reviews<\/u>.<\/p>\n<p>&nbsp;<\/p>\n<h2>How to Respond to Google Reviews: 7 Verified Reviews Tips<\/h2>\n<h3><\/h3>\n<h3>1. Thank the Consumer<\/h3>\n<p>Always thank consumers in your Google review responses. It\u2019s important to acknowledge a consumer\u2019s contribution, even if their comment is negative. Whatever the situation, <strong>a \u201cthank you\u201d will make an impression<\/strong> and improve satisfaction.<\/p>\n<p>&nbsp;<\/p>\n<h3>2. Personalize your response<\/h3>\n<p>You can configure predefined answers with our Verified Reviews by SKEEPERS platform, according to the type of review and score (as mentioned in <a href=\"https:\/\/www.verified-reviews.com\/en\/consumer-terms-service\/\">our<\/a><u> Terms of Use<\/u>). Make sure to use this feature sparingly though. The best solution to effectively respond to a <a href=\"https:\/\/www.verified-reviews.com\/en\/blog\/5-steps-to-get-positive-google-reviews\/\">Google review<\/a> is personalization.<\/p>\n<p>&nbsp;<\/p>\n<p>Here are our recommendations:<\/p>\n<ul>\n<li>Specify the customer\u2019s first or last name at the beginning of your comment.<\/li>\n<li>Mention the order number for an e-commerce experience.<\/li>\n<li>Include the date of purchase.<\/li>\n<li>Reiterate the problem or situation to show that you have properly understood.<\/li>\n<li>Write and offer a personalized solution for the customer.<\/li>\n<\/ul>\n<p>Use all the above to provide tailored responses, strengthen your credibility and avoid generic comments. According to the <u>2021 Qualiweb Barometer<\/u>, <strong>65 % of customers strongly dislike standardized answers.<\/strong><\/p>\n<p>&nbsp;<\/p>\n<h3>3. Add a Human Touch<\/h3>\n<p>A good, personalized answer is (always) accompanied by<strong> a \u201chuman\u201d sign-off.<\/strong><\/p>\n<p>Your customers want to know that a customer service representative has read their feedback. If you want to build a stronger relationship with that customer, remember to sign off with an advisor\u2019s name and job title. Here are a few examples:<\/p>\n<ul>\n<li><strong>Lea, Community Manager<\/strong><\/li>\n<li><strong>Jules, Customer Service Representative<\/strong><\/li>\n<li><strong>Isabelle, Customer Relationship Manager<\/strong><\/li>\n<\/ul>\n<p>A personalized sign-off <strong>creates reassurance<\/strong><strong>, trust, and credibility.<\/strong><\/p>\n<p>&nbsp;<\/p>\n<h3>4. Pay Attention to Form<\/h3>\n<p>When responding to a brand, product, or establishment review, the form of your message is just as important as its content. Spelling and style are key. <strong>For 97% of customers, spelling is an essential element <\/strong>that impacts customer relationship. (Orthodidacte, 2020)<\/p>\n<p>Here are a few tips for writing comments:<\/p>\n<p>&nbsp;<\/p>\n<ul>\n<li><strong>Be professional and polite.<\/strong><\/li>\n<li><strong>Avoid spelling or syntax errors<\/strong> by using a spellchecker.<\/li>\n<li><strong>Show your company\u2019s personality<\/strong> through your writing\u2026 For example, a touch of humor strengthens attachment and emotional impact.<\/li>\n<\/ul>\n<p>&nbsp;<\/p>\n<h3>5. Apologize and Offer Solutions<\/h3>\n<p>The customer is king, and their voice is sacred. Your response to a <a href=\"https:\/\/www.verified-reviews.com\/en\/blog\/5-steps-to-prevent-negative-google-reviews\/\">negative<u> review <\/u><\/a>should be respectful and kind. There\u2019s no need to question the client\u2019s dissatisfaction with a brand, establishment, product, or service. Here are our recommendations:<\/p>\n<p>&nbsp;<\/p>\n<ul>\n<li><strong>Always apologize<\/strong> if the customer leaves a bad review or rating.<\/li>\n<li><strong>Take responsibility for any mistakes<\/strong> made by your company and admit you were wrong.<\/li>\n<li><strong>Adopt a &#8220;Problem-Solution&#8221; strategy<\/strong>, by offering tangible solutions (a discount voucher, 1:1 conversation with customer service, etc.).<\/li>\n<\/ul>\n<p>&nbsp;<\/p>\n<h3>6. Ask Questions<\/h3>\n<p>Horizontal communication is key to effectively responding to Google reviews. The aim is to <strong>avoid a top-down approach<\/strong>, which doesn\u2019t lead to a conversation.<\/p>\n<p>&nbsp;<\/p>\n<p>Responding to a positive or negative review provides an opportunity to have a real conversation with the customer. So, <strong>ask questions<\/strong>, especially to clarify a situation and show your willingness to improve their experience.<\/p>\n<p>&nbsp;<\/p>\n<h3>7. Suggest a 1:1 Conversation<\/h3>\n<p>Your interaction with the customer doesn\u2019t have to end with a Google review response. Take the opportunity to have a more private and direct conversation. Here are a few tips if you think the situation calls for a more personalized approach:<\/p>\n<p>&nbsp;<\/p>\n<ul>\n<li><strong>Openly ask the customer if they want to continue<\/strong> <strong>the conversation<\/strong> with your company.<\/li>\n<li><strong>Provide your customer service email address<\/strong> or telephone number to facilitate the conversation.<\/li>\n<li>I<strong>nform the customer of your availability and responsiveness<\/strong>, to plan a private exchange.<\/li>\n<\/ul>\n<p>&nbsp;<\/p>\n<p>Are you a BtoB or BtoC company that collects, manages and publishes customer reviews? Good for you! Now it\u2019s time to respond to all your positive and negative reviews, using our recommendations.<\/p>\n<p>&nbsp;<\/p>\n<p>Here\u2019s a recap of our tips:<\/p>\n<ul>\n<li><strong>Personalize your greeting (Hello + customer\u2019s first\/last name)<\/strong><\/li>\n<\/ul>\n<ul>\n<li><strong>Thank the customer for their review<\/strong><\/li>\n<\/ul>\n<ul>\n<li><strong>Apologize or provide contextual elements<\/strong><\/li>\n<\/ul>\n<ul>\n<li><strong>Ask questions, and offer solutions or a 1:1 conversation if necessary<\/strong><\/li>\n<\/ul>\n<ul>\n<li><strong>Add a personal touch to your sign-off<\/strong><\/li>\n<\/ul>\n<p>&nbsp;<\/p>\n<p>&nbsp;<\/p>\n<p><!--HubSpot Call-to-Action Code --><span id=\"hs-cta-wrapper-05b3b1cc-f3fe-461f-8e06-5ec9a65e9914\" class=\"hs-cta-wrapper\"><span id=\"hs-cta-05b3b1cc-f3fe-461f-8e06-5ec9a65e9914\" class=\"hs-cta-node hs-cta-05b3b1cc-f3fe-461f-8e06-5ec9a65e9914\"><!-- [if lte IE 8]>\n\n\n<div id=\"hs-cta-ie-element\"><\/div>\n\n\n<![endif]--><a href=\"https:\/\/cta-redirect.hubspot.com\/cta\/redirect\/20304540\/05b3b1cc-f3fe-461f-8e06-5ec9a65e9914\" target=\"_blank\" rel=\"noopener\"><img loading=\"lazy\" decoding=\"async\" id=\"hs-cta-img-05b3b1cc-f3fe-461f-8e06-5ec9a65e9914\" class=\"hs-cta-img\" style=\"border-width: 0px;\" src=\"https:\/\/en.verifiedreviewsstaging.yeswedev.fr\/app\/uploads\/2024\/02\/05b3b1cc-f3fe-461f-8e06-5ec9a65e9914.png\" alt=\"2023-EN-AV-demo-Discover our solution\" width=\"1700\" height=\"340\" \/><\/a><\/span><\/span><\/p>\n<p><!-- end HubSpot Call-to-Action Code --><\/p>\n","protected":false},"excerpt":{"rendered":"<p>A company\u2019s response to a Google review is the 3rd most important factor in terms of user perception. Consumers pay particular attention to a brand\u2019s response to a positive experience and high rating. All businesses should get into the habit of responding regularly and effectively to Google reviews, whether they are positive or negative. Ready&#8230;<\/p>\n","protected":false},"author":4,"featured_media":8870,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"footnotes":""},"categories":[91],"tags":[],"post_folder":[],"class_list":["post-8868","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-customer-reviews"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v25.9 - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>Why and How to Respond to Google Reviews? - Avis v\u00e9rifi\u00e9s<\/title>\n<meta name=\"description\" content=\"A company\u2019s responses to Google reviews is the 3rd most important factor in terms of user perception. 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