How to Give a Good Review for Service
Customer reviews are 100% nether your command. Learn how to prepare the tone, encourage posting, and weave reviews into your marketing strategy.
I kept trying to get client reviews off my plate. They belonged in marketing's bucket, I argued. There was no way for the customer support squad to change people's opinions on the product. That was beyond our control.
When my whining got me nowhere, I researched how other companies handled public reviews and took note of their strategies. Years later, I'chiliad sharing those insights with you (hopefully yous tin can skip the whining part).
Taking our lead from some of Groove'south top customers, we'll breakdown the best means to solicit customer feedback, provide tips for managing reviews, and present some inspiring examples to get your creativity flowing.
Here are the lessons learned from 10 practiced customer service reviews and examples:
- Provide skilful client service
- Harness social media glory
- Reply to positive service reviews
- Quantify reviews onsite and off
- Explore co-creating video reviews
- Give credibility to reviewers
- Make reviews easy to give and discover
- Use influencers for chapter reviews
- Beyond Google, Yelp, and Amazon
- Reviews don't accept to be reviews
1. Provide adept customer service
We start with the well-nigh obvious way to attract good customer service reviews. Shocker: provide expert client service. Think that goes without saying? Information technology doesn't.
Become above traditional standards—and beyond robotic responses—to evangelize personal customer support. Man-to-homo contact prompts loyalty like zippo else.
Take the app reviews for Parabo Printing for instance. Their superlative two reviews headline slap-up client experiences. 1 fifty-fifty mentions a support team member past name.
In the case of Rymera Spider web Co., founder Josh Kohlbach directly asks happy customers to write reviews afterward a groovy experience.
"If y'all know they're happy, if you lot've fully solved their problem, ship them a note and inquire for a review."
The result looks something similar this:
Humanity lies at the core of all client experiences. Provide empathetic and personal support to connect with the human behind the screen. It about guarantees customer satisfaction and a glowing review.
2. Harness social media glory
The best publicity is, well, public. Tap into your nearly public-facing resource past engaging with customers on social media platforms.
Encourage client feedback and positive interactions with fun hashtags, quick responses, and a dedicated brand managing director. Utilise social media to give your visitor a persona and a voice. Customers should feel like they're talking to an individual rather than a business concern.
HITRECORD boasts a highly engaged Twitter community of over 100k followers. They retweet users' content like crazy and foster a positive, supportive tone among all their tweets. This ignites customer love and prompts unsolicited positive reviews like this:
Honestly HITRECORD is such a good outlet for de-stressing. Highly, highly recommend to anyone who likes beingness creative simply has a difficult time coming up with ideas. There's a wide selection of prompts- and information technology's not only all near writing! There's vox acting, graphic design n more! https://t.co/lmYTFZwzec
— Ana Cuenca. (@ana_michellec) December 1, 2019
By promoting your loyal customers, you create a loop of endless gratitude. Harness the omnipotent power of social media to constantly engage with your community and build a team of advocates.
3. Reply to positive service reviews
I'll exist honest. One of the about satisfying parts of working in customer service is turning an aroused customer into a happy one. Because of this, support agents tend to live in the dark corners of the online review earth. We encounter opportunity in every negative review.
But there's potential in skilful reviews besides. Positive reinforcement tin get a long way. Happy customers need to be heard but as much as unsatisfied ones.
Forward2Me makes a point of responding to all their five-star reviews on Trustpilot. Beyond that, they personalize each respond to evidence they actually read information technology and care.
Excellent client service doesn't terminate after a five-star review. Continue putting those client service skills to work. Prove you're listening and taking ownership of the interaction even after information technology's "complete" to really impress potential customers.
4. Quantify reviews onsite and off
There's trust in numbers. With so many options for online consumers, a large post-obit signals a positive sentiment of its ain. Meliorate reliability by constantly upping your review numbers both onsite and off.
Wolf & Badger proves their legitimacy by amassing an impressive 1600+ ratings on Feefo:
Not only does this number provide context for the star rating, but it allows customers to chop-chop and only become the information they need.
Many e-commerce and retail customers won't take the fourth dimension to wade through written reviews. Let the numbers practice the talking in these circumstances.
Meanwhile, Fairway Market claims almost 300 reviews offsite on Yelp:
Customers trust good reviews paired with high numbers. Rails quantity just as much as quality.
5. Explore co-creating video reviews
Lean into the wave of the time to come with video testimonials. Okay, it's not exactly the wave of the future at this signal. All the same, widen your idea of a traditional review.
Content lives well beyond text now, as practice customer reviews.
Nutsac understood this concept when they sent i of their bags to a popular video blogger. With over 15k views on this video review, they reached a completely new audience and validated their product in a more stimulating manner.
Go artistic with customer reviews by co-creating them. First past sending products to influencers in your space, then ask for user-generated content. Actively collect videos to use onsite and in ads.
If you accept the ways, produce your ain video case studies with your happiest customers—use your existing reviews to place them.
6. Give brownie to reviewers
Putting names to faces and names to reviews legitimizes your crusade. Just like personalizing customer service emails tin drag the experience, so too can personalizing reviews.
Think of each review every bit a story. The more personal, detailed, and direct, the better.
Speakeasy Berlin captures reviews on Facebook to highlight accurate customer stories. Each review includes personal details and links directly to their Facebook profile.
Expect to social media platforms to bring this authenticity to your customer base. Photos and names come standard with profiles. Plus, the far-reaching network is a peachy way to seamlessly permeate your make through your users' customs.
7. Make reviews piece of cake to give and notice
The goal is to reduce customer effort in every chapters. Surface reviews throughout your website, not only in ane surface area. And characteristic customer stories on all the mediums your visitor uses, in add-on to your own website.
Make it easy to both give and notice reviews.
Navage has an entire folio on their website dedicated to client reviews. Fifty-fifty though they sell products through tertiary-party sites, and most customers leave reviews on those platforms, Navage knows how information technology important it is to streamline efforts equally much as possible.
For some businesses, 3rd-political party sites reign supreme. Most customers will either find your visitor through these websites or go directly to them for guidance. You'll definitely want to have a presence on these sites, simply find a way to contain it on your own website as well.
eight. Apply influencers for affiliate reviews
We're all familiar with influencer potential in the world of customer marketing. But influencers can also be a great resource for reviews.
Given their authorization with your audition, influencer reviews are as accurate equally any other client… with the added benefits of existence more than powerful, persuasive, and far-reaching.
Sensibo got over 40k views on a popular video blogger's review. It included a disbelieve code tied to an chapter link. Everything was transparent. Customers commented with thanks, questions about the walk-though, and fifty-fifty posted nigh purchasing the product!
Influencers build trust with their followers by showcasing products they actually love and use. Audiences have come to sympathize the merchandise off. And more frequently than not, they're happy to purchase something knowing their favorite blogger will get a kickback.
9. Beyond Google, Yelp, and Amazon
Reach for the most popular review sites, but don't forget about more targeted options. More eyeballs on your products or services are neat. More than sales, even meliorate.
At Rymera, they saw the benefit in ascension to the top of WordPress' search rankings. It's not Google nor Yelp, only the people in this platform were so much closer to converting.
All they needed were more positive reviews to continue them in the height spot. Over electronic mail, Rymera asked customers specifically to get out a review on WordPress. Their review page speaks for itself:
Find out where your customers are, and target them in pointed ways. Create a customer journeying to track each touchpoint and get creative with review strategies.
10. Reviews don't have to exist reviews
Nosotros scratched the surface of veering away from traditional star ratings when we spoke of video reviews. For our final client service review case, we'll await at how you can utilise content completely outside of the usual review template to prompt the same ultimate reaction: Getting people to love your brand.
Samual Zeller shared his experiences in an article titled, "I've been sharing my photography for free on Unsplash for the past 4 years, here's what I establish." In that location's no star rating or blurb of text. He didn't fix out to write a review of the site.
Just afterwards reading, yous'll absolutely want to check out Unsplash.
Formal reviews are just one attribute of client sentiment. Build a solid reputation to get unprompted outpourings of dear and loyalty in a multitude of means.
Customer service reviews are under your control
As we put all these lessons together, information technology'south clear that your ain advice and consistency lies at the center of all good customer service reviews and examples. Reviews should exist thought of every bit another limb of your visitor.
Your team has as much command over them as whatsoever other part of your business.
When you prioritize customers and provide excellent service, you create the reviews you desire. You can determine where, when, and how these reviews get posted. You lot tin even prepare the tone and vocalization of the client by reflecting information technology in your engagement with them.
Client reviews are powerful marketing tools. Include them in your marketing and customer experience strategy to command the narrative and create meaningful dialogue with your customers.
Annotation: All the examples above are real customers of Groove. Our intuitive customer service software helps them provide personal support at scale. Outset your free trial today to improve client sentiment for your business concern.
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Source: https://www.groovehq.com/blog/good-customer-service-reviews-examples