Whether a customer’s first interaction with you is through entering your store or visiting your website chances are that customer has already formed an opinion about you. Whether that opinion is about your service, your product, your branding, and so on. No business thrives without its consumers. That’s why impressions matter. Especially first impressions. You want people’s opinion of your business to be positive because that is how you make your sales. That is why collecting feedback has been a good marketing strategy for businesses. You as a company will know your strengths and weaknesses through customer experience management tools. Having such data will allow you to improve what you are lacking and maintain what you are already good at. There are plenty of ways to obtain reviews but using a review management software is definitely the most efficient way to do it. So why do you need review management software?
To save time
The keyword here is efficient. Running a business deals with a lot of concerns. If you could do a lot of things efficiently that allows you to be more productive. Having a review management software will allow you to do things in just one space. Like collecting feedback, answering questions, and so on. Although, it doesn’t only benefit the business. It is also good for the customers. If they encounter issues or problems they should have a platform that will allow them to communicate their concern easily and as soon as possible. If they have a bad experience it will lead to them having a bad opinion of your business but if they communicate with you immediately and you get to address it immediately, you could possibly avoid them having a bad opinion about your brand. It still goes back to saving your business’ reputation.
To improve your reputation
It has been mentioned that it will help you manage your reputation but why is it so important that you do? One thing that influences consumers is word-of-mouth. Consumers tend to gravitate towards things that are “proven and tested”. That’s why people value the recommendations of their friends and family. That’s why you don’t want your image to be associated with anything negative. You want people to give you their seal of approval. You only want to be talked about when people are saying good things about your brand. That is why it is important that businesses strive for positive reviews. It is so easy for people to move on to the next brand because chances are you’re not the only business offering what you offer. Value your customers and do your best to keep them as loyal as possible and you can only do that by giving them what they want. Which is information you’ll get from a review management software. For example, if you’re a physician, you have to keep in mind that doctors are something that people usually ask for recommendations for, so using a physician reputation management tool will really benefit you.
To boost local SEO
Organic SEO deals with creating content that is based on relevant search terms. Local SEO on the other hand deals with proximity. So this is something that is crucial for those who have physical stores. You want your place to show up when a person in your proximity searches for something related to your business. For that to happen, you will have to manage online reviews. What I mean by that is that you will have to make sure that you are well recommended, well ranked, well reviewed by people online so that Google will see you as a real business that is worthy enough of a recommendation. Because search engines, like Google, want what’s best for their users. They only want to bring accurate and credible results.
Now that you know why you need a review management software.. How will you know what review management software is the best for you?
There are a couple out there that you could use. So one of the best tips possible is to compare its features. Some tools offer different and unique functions but you should know what are the necessary things to have and these are:
Of course the interface has to match your liking. You should be able to find it easy to use, navigation should be easy and layout shouldn’t be confusing at all.
Customers should be able to write why they gave you such a rating.
Multi-Channel Collection and Filtering
Nowadays a business could have a couple of social media accounts so it is beneficial for you if you use a software that collects all the reviews from those channels and compiles them to one platform. Filtering is also helpful so that if you want to choose reviews from a specific channel you can.
Just like review channels, it is most likely that you will have multiple messaging channels. If you have a unified inbox then no message would be left unread and issues and problems could be solved easily.