Negative online reviews

Forget about eliminating negative opinions, because the customer will trust these opinions as long as they are impartial and that they have not been manipulated by the business. Transparency is important for a brand to gain credibility and increase its sales.

Now, learning to manage positive opinions is easy, but what should we do when faced with a negative opinion? Very easy: show the interest that customer deserves for having trusted your service and let them know in a polite way.

Here are some tips for responding to reviews:

Always reply. In this way you will show that customer satisfaction is your priority.

Thank you for your review and for having spent a few minutes evaluating your business.

Please apologize if there has been an error with the order. Although it was an error outside the seller, it is he who has to face his customers.

Explain what happened and how it was solved. It is important that it is in writing that you have solved the problem so that other customers can read it.

Always answer politely and kindly. You are bound to come across disgruntled customers and risque reviews. It is important that you do not lose your forms.

Take the opportunity to build customer loyalty. To compensate for a problem, you can always offer a discount for their next purchase, a gift item, or any other action that makes them trust your ecommerce again.

If after reading this, you still don't have an online opinion system in your ecommerce, what are you waiting for? Do not neglect the reviews and encourage your customers to leave opinions about your products and services.