How To Reply to Reviews  

23 June, 2023

5 mins read

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When it comes to running a successful business, customer reviews are incredibly important. Reviews give potential customers an insight into the quality of your product or services and foster trust in your brand. Not only that, but studies have found that online reviews can boost conversions by as much as 270%.  

Given the importance of customer reviews, it’s essential to know how to respond to them.  

Here are some of our top tips for responding to both positive and negative reviews. 

How to Reply to Positive Reviews  

When responding to positive reviews, express appreciation and thank the reviewer for their kind words and support. Personalise the response by referencing specific aspects of their review that stood out to you, such as excellent customer service.  

Reiterate your dedication to customer satisfaction, assure them that their feedback is valuable, and encourage them to visit again or try other products/services you offer. Sign off with a personal touch, using your name or the name of your business.

For positive reviews:  

• Thank the customer for their kind words and feedback.

• Let them know you appreciate them taking the time to write a review.

• Share any additional details about the product or service they might find useful.

• Invite them to get in touch with you if they have any other questions.

How to Reply to Negative Reviews

No matter how well run your business is, it’s inevitable that there will be times when customers leave negative reviews. The good news is that responding effectively can help turn a sour experience into an opportunity for redemption. By showing empathy, being open to feedback and providing helpful solutions, you can help to build customer trust and loyalty.

For negative reviews:  

• Apologise for any inconvenience the customer has experienced.

• Thank the customer for taking the time to share their experience.

• Show that you are listening by restating what happened and how you plan on rectifying the situation.

• Let them know you’d be happy to discuss further via email or phone.

Overall, customer reviews are an invaluable tool for businesses of all sizes. When responded to thoughtfully and effectively, they can boost trust in your brand and ultimately lead to more sales. With these tips in mind, you’ll be well on your way to creating a positive review experience for both you and your customers.

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