You cannot be completely sure that each of your customers receives only a positive experience from interacting with your business. Your goods or services may not be provided properly, or delivery may be delayed for several days.
In such cases, people rush to leave comments regarding your company. You may see a lot of positive comments about various businesses, but most of all you will notice negative comments that something went wrong.
This is normal because every job is performed not by robots, but by people. However, you won’t always see companies respond to all the reviews that buyers leave about them. This is where businesses make a mistake.
Buyers can leave comments and reviews, both on company websites and on third-party services like Google or Tripadvisor. The problem is that they will stay forever and there is nothing you can do about it. Thus, anyone who wants to read reviews before making a purchase decision can change their mind in just a few minutes, which will have a critical impact on your business.
We’ll talk about how comments and reviews affect your business, and why you should never ignore a single review.
Reasons why you should reply to comments
People rely on comments to make a final decision
Nowadays, all businesses strive to ensure that the first interaction of users through a website with a business is flawless. Companies invest their budgets to ensure that their web resource causes only positive impressions from its use. Businesses turn to a professional UX design agency that will take care of all the problematic issues.
However, those who would like to buy something from you may not make a purchase if they stumble upon terrible comments online. Ninety-four percent of buyers never decided to place an order because of the negative comments they read.
People are not ready to buy from businesses just because they make attractive advertising campaigns. They are willing to invest their time researching businesses to acquire a good product and have a positive experience.
Buyers want to be heard
It may seem that people are willing to leave only something negative. However, this is not the case, as more than 70% of users are willing to share their positive experiences if they get a great shopping experience.
However, those who leave bad comments do it for a reason. They want to alert other potential customers and also see that the company is listening and taking steps to improve.
Over 55% of buyers who had a negative buying experience changed their minds about the business when they received a response to their comment. This suggests that every business can win back a lost customer if they make positive changes.
You can improve the reputation of your business
It’s easy to think that companies can attract buyers and increase sales with just positive comments. However, this is far from the truth. If users see only positive reviews, this may alert them.
Users will be much more willing to trust your business if they see less-than-perfect comments about you because everyone understands that everything cannot be perfect.
Most importantly, don’t send pat answers to every comment. Each comment should receive an individual response, especially if we are talking about bad comments. So, buyers will understand that you have seen all your shortcomings and will try to fix everything for the better.
Conclusion
You can only focus on your marketing strategies without paying attention to what users are saying about you online. Your website can be incredibly intuitive and attractive, but buyers may never know if they come across a ton of unanswered negative comments from other buyers. Thus, you should note that any comments are important to your business and should be answered.
