When you sell online, you want your customers to be satisfied with your product or service. In this scenario, it is worth mentioning the importance of customer reviews.
In the customer review section, your customers talk about your product. If they are satisfied, they are going to leave a good review and a 5-star rating. And if they are not quite happy, they are going to complain about it in this section; and their review is going to be public. Now, you may wonder how you could avoid bad reviews and get the good ones only. The matter of fact is that you don’t need to focus on getting the good reviews only. It doesn’t mean that you should not work on the quality of your product or service. But you rather need to anticipate negative reviews because they are quite helpful in the business.
Sounds strange? Well, this is actually the fact. In this article, we are going to talk about how important the negative reviews are and how you can deal with those reviews.
Improvement in conversion rate
If there are all positive reviews on your product page, the viewers will start wondering about the legitimacy of those reviews. A bit of overthinking may lead them to abandon the idea of purchasing from your product page. The matter of fact is that there are many fake customer reviews on the product pages. Brands actually pay people to write fake reviews about their products. Hence, viewers start thinking about a review to be too-good-to-be-true.
According to a study, having more than five reviews on your product page is going to be pretty helpful for you from the perspective of getting the sales raised. However, a mix of good and bad reviews will help people think that your business is a genuine one.
Your human side
If you want to display your business as a quality one with an effective customer support, you are going to need negative reviews. These reviews provide you a chance to show that your business is being handled by real people with an ability to do what they are responsible for.
The reason is that an effective customer service doesn’t only assist in the purchase but they are also there to respond to any complaints about the product or service after it was purchased. If there are negative reviews but your customer service responded to them in an effective manner, those negative reviews are actually helping your business grow.
Your side of the story matters
When there is a negative review which seems untrue, you are going to have to make sure that you are ready to respond to that review. The reason is that you are always going to defend yourself against any false accusation. However, you have to make sure that you are not letting the professionalism go from your reply; and that you still value the opinion of your customer.
An opportunity to improve
When you focus on customer satisfaction after reading the negative reviews, you are actually trying to make things better than how they are now. This is exactly what your business needs in order to grow well.