The reviews of a company online are really very important and there is a proper way to manage them and get the most out of them: here is the guide and some advice
In an increasingly digital world now almost no one buys a product or service, not even a dinner at a restaurant, without giving at least a peek at the reviews already released by users in the past. It’s not an exaggeration to say that reviews are fundamental for a business that has a presence on the Web, for better or for worse.
If it’s true that many good reviews can increase the success of a company, it’s equally true that a few bad reviews can destroy its image and have a heavy impact on sales. It’s normal that this is so: online consumers are wary because they can’t touch what they want to buy and rely on the judgment of those who have already made the purchase. Managing user reviews, therefore, is a very important part of doing business online. But it’s also a very difficult and time-consuming thing to do.
Why it’s difficult to track reviews
The real problem with online reviews is that they can be released in a thousand different places: there are hundreds of websites on which you can review anything, and keeping an eye on each site, in real time, is a “time consuming” undertaking. And time, when you’re working, is money.
Certainly not all sites and services that allow users to post reviews are the same: some are more frequented and others less so, and still others are known to be little or very reliable. It is not always easy, however, to decide which sites and services to monitor. And after the choice begins the real work of monitoring and, of course, responding to reviews.
How to manage reviews quickly and easily
A business owner who is clear about the value of online reviews and knows how difficult it is to monitor and respond to them all also knows how valuable a service that simplifies this very important process is. A service such as Gestione Recensioni, that is the “control panel” dedicated to reviews that can be found in the new Italiaonline Customer Area.
Gestione Recensioni is twice as smart: the first because it allows you to monitor automatically and from a single panel the reviews coming from all the most important sites (about twenty, including Google, Facebook, Tripadvisor, Trustpilot, Foursquare, PagineGialle and PgCasa); the second because it facilitates and speeds up responses.
Alle recensioni lasciate dagli utenti su Google, Facebook, PagineGialle e PgCasa è possibile rispondere direttamente da piattaforma, a quelle su Tripadvisor si può accedere tramite un link diretto alla singola recensione. Infine, sempre tramite Gestione Recensioni, è possibile gestire direttamente la sezione Domande e Risposte di Google My Business.
Come rispondere alle recensioni
Se la gestione delle recensioni diventa facile e senza stress, allora è possibile sfruttare il tempo risparmiato per scrivere risposte migliori. Le regole sono semplici e molto chiare:
- Rispondere sempre: è molto apprezzato dagli utenti, anche quelli più critici
- Mai polemizzare: un utente che ha lasciato una recensione negativa è una occasione per mettere in evidenza i punti forti della propria attività
- Imparare dalle recensioni: se tanti utenti lamentano sempre le stesse cose, probabilmente c’è un fondo di verità