What is it?
The mediation tool helps you deal with your unhappy customers (those that have left a review of 2 stars or below) and gives you the chance to respond to them potentially getting them to change their negative review into a positive one.
How does it work?
When a customer leaves a 1 or 2 star review, they will have the option to be contacted by you to resolve their issue OR post their review as it is. The mediation process will be triggered once the customer chooses to be contacted by you.
Once the mediation process is triggered, you will receive an email notification. Click here for the next steps on how to handle a negative review through our mediation tool.
NOTE: The mediation period lasts for 14 days during which the customer review will not be published on your business profile page.
Why do I need it?
With the mediation tool you can:
- Increase customer retention by having a chance to turn a negative review into a happy customer experience
- Engage with your customers by showing that you care and are willing to listen to their concerns
- Have learnings for your business by using the customer feedback you obtain to better optimise your business processes