If you run an e-commerce site, you probably know that customer reviews are important for your business.
According to numerous studies, including one by Guest Suite :
- 97% of consumers look for information and customer reviews on e-tailers before making a purchase;
- Customer reviews are the most important purchasing criterion for consumers (at equivalent prices).
Knowing that we’re all more likely to speak out if we’ve had a negative experience with a company, you’ve understood the need to implement a communication strategy based on positive reviews.
Your company’s e-reputation of your company.
How do you ask your customers to leave a review on the Internet?
There are many techniques for collecting positive reviews on the web. We’ll show you the simplest and most effective ways to get started right away.
Ask your customers directly
It’s a simple trick, but it works.
In fact, to obtain positive customer reviews, all you have to do is ask your customers directly. This can be face-to-face, if you can meet them physically, or remotely, by email, SMS or QR Code.
In most cases, the people we contact don’t do it (either because they don’t have the time, or because they’ve forgotten). That’s why we need to make life easier for them. If you’re traveling to the customer’s premises, take a tablet with you so you can do it on the spot. If you’re sending a message by email or SMS, be sure to include a link. Your customer will simply click to rate the service or product provided by your company.
We can’t say it often enough: it’s very important to your communication strategy by creating a community around your brand (for companies) or your person (for freelancers).
The aim is to generate as many positive customer reviews as possible. Indeed, since your followers appreciate what you do, it will be easier for them to give a positive opinion.
So don’t hesitate to ask them directly after each post on your favorite social network or by email, via your newsletter.
Use review platforms
Today, the use of customer review platforms has become the norm.
You probably know TripAdvisor ? For a restaurant or leisure venue, having a presence on this type of platform is a necessity. As well as improving your visibility, you give your customers the chance to rate you. This has an impact on your overall communication and brand image.
For companies, we recommend Avis Vérifiés a reputable site.
In all cases, we encourage you to be present on as many platforms as possible to gather a large number of customer reviews.
How do I get reviews on Google?
If you’re interested in customer reviews, you probably have a Google My Business listing listing (if not, create one now!).
Because customers will undoubtedly browse it, you need to integrate it into your communication.
As we’ve said, Internet users are more likely to leave a negative review if the experience has been inconclusive. It happens to all entrepreneurs, and you have to learn how to deal with it. However, this should not be taken as a foregone conclusion. The trick is to contact the person directly to find out what’s wrong. Sometimes, all it takes is a commercial gesture to turn a negative review into a positive one.
In fact, the most effective way of collecting positive reviews on Google is to ask your customer directly.
But be careful not to insist. Make the request once and let your customer choose whether or not to submit the expected positive review.
To be sure of receiving positive feedback, we recommend that you select the ideal time to to make your request.
For example: you can target only people who have made a second purchase. You know they appreciate your service or product, so you have a good chance of getting a positive review.
What tools and websites can you use to collect consumer reviews?
We’ve already mentioned TripAdvisor and Avis Vérifiés, two of the best-known sites in this sector.
However, there are many other solutions specializing in online collecting and managing online reviews.
These platforms fall into two broad categories. On the one hand, we have open platforms where anyone can post a review without proof of purchase, and on the other, closed closed platforms (subject to proof of purchase).
Société des Avis Garantis
Société des Avis Garantis is a French company specializing in the collection and management of customer reviews, offering a solution that can be easily installed on all websites using well-known CMS (WordPress, Prestashop, Magento, Drupal…).
Each customer review collected is subject to purchase (an email is sent after the order is placed).
Prices range from €19.90 to €249 plus VAT, depending on order volume.
German company, Trusted Shops has been on the market since 1999.
What’s more, it’s also Google’s official partner.
You can fully customize this solution and display your rating wherever you like (on your site, on Google and on social networks).
The prime rate is €99 per month, excluding VAT.
Danish company founded in 2007, Truspilot is an open platform that places great importance on verifying customer comments. To this end, it has developed a technology capable of detecting false reviews.
Everyone can have their say on the platform, but brands can pay for different features.
Standard rate: €129 excl.
Another French company, this time founded in 2013.
Custplace offers customers the possibility of posting spontaneous or authenticated reviews. Both are indicated by a specific mention.
In addition to centralizing reviews from all sources, the company offers its clients a wide range of tools.
Price: €55 excl. tax per month or by quotation.
Latest French company, Guest Suite offers e-tailers a complete package of tools for collecting and managing customer reviews.
To take advantage of Guest Suite’s functionalities, you’ll need to pay €35 ex-VAT per month.
Of course, we advise all companies to respond to the reviews submitted by their customers (on Google, on social networks, on a platform…).
As a reminder: the trick is, on the one hand, to highlight your positive reviews and, on the other, to try as much as possible to turn every negative experience into a positive one.
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