You cannot afford to ignore your negative reviews.
- 1 negative result about your company or product risks you losing 22% of potential customers
- 3 negative results about your company or product risks you losing 59.2% of potential customers
- And 4 negative results about your company or product risks you losing 70% of potential customers
As daunting as these statistics can be, negative reviews are nothing to be afraid of. You will always have a percentage of your customers that are unhappy with your product or service and that is okay.
If there was a thing called 100% customer satisfaction, there would be no room to grow. We are here to help you find the room to grow.
Negative customer reviews help you communicate the authenticity of your brand AND help you reach out to your unhappy customers fixing their problems and yours in the process.
The trick on how to handle negative online reviews-and the precise thing we will help you with-is to ensure you do your level best to manage your unhappy customers.
- According to MOZ, potential customers seeing a brand responding to negative customer feedback reported an increase of 116% in purchase intent
- Shoppers who saw a brand response offering a refund, upgrade, or exchange to a disgruntled customer were 92% more likely to purchase than those who saw no response
Our Mediation tool helps you manage unhappy customers by giving you the chance to reach out to them.Once an unhappy customer submits a negative rating (2 stars or below), our tool prompts the customer giving them an option to be contacted by you to resolve their issue or post their negative review as it is. The mediation process will be triggered once the customer chooses to be contacted by you.
Our mediation period lasts for 14 days during which the customer review will not be published on your business profile page giving you ample time to solve their issue.
We noticed that most unsatisfied customers are looking for help rather than a reason to publish their unhappiness. Through our analytics, we discovered that 45% of all unhappy customers are still seeking help when writing a negative review and are willing to give the company a chance to help them.
To manage negative customer feedback efficiently, we offer our clients a dedicated section within our B2B business account to manage Mediations and record the outcome of interactions with unhappy clients via calls, messages or emails, as well as mark Mediations as resolved once a solution has been found with the customer. Keeping everything in one place ensures your entire team is informed and updated on the progress.Using our Mediation tool, we have successfully helped turn unhappy reviews into happy ones.
A recent ranking among our clients showed us that our Mediation tool is not only able to solve a high percentage of problems that customers have but it actually helps them turn up to 38% of dissatisfied clients into satisfied customers who happily advocate their brand.
Turning an unhappy customer into a satisfied one is a process. It isn't something that will happen overnight but gradually, with consistent monitoring and managing, we're confident that is something you can achieve easily.
Keep in mind that you will always have a percentage of your customers that are unsatisfied with your services. Take that as an opportunity to reach out to them and turn their experience into a learning curve for your business.
If you get stuck in the process or are looking for some inspiration, reach out to your trusted Account Manager and we will do our level best to increase your customer satisfaction levels.