Did you search for a brand or company on Google? Immediately you're faced with, in addition to basic information like address, location, opening hours, etc., with stars and a ratingYes, we're talking about Google Reviews – a measurement tool based on ratings and comments that users use to evaluate business profiles on the platform. The ratings and comments gain public visibility and serve as a benchmark. company quality thermometerA new feature: Google Reviews is now also listed as another customer service channel on the platform. Chatbots & AIUnderstand this new feature better and learn best practices for responding to comments received on this channel – below.
Google Review: authority
First of all, it's important to understand the The relevance of Google and the importance of having good reviews. On the platform. Considered the world's leading search engine, businesses from the most diverse segments are organically (or not) found through the platform. And the ratings and comments displayed there gain a... considerable weight in the image and credibility of companies..
It is not uncommon for users and potential customers check the average rating displayed there, and even the comments, to obtain a perception of brand and business qualityIndeed, Google Reviews greatly influence decision-making (and can impact your revenue).
Count on Good reviews and a high rating solidify your business as a benchmark.Conversely, this casts doubt on its integrity and brand image.
How to react to good reviews?
It received 5 stars and a good review.Here are some tips: How to react to compliments and use them to your business's advantage..
– Mention the client's name/profile.to create a connection with him/her
– Be brief.Users are looking for short, helpful, and genuine answers.
– Start by thanking them for the review.That's the first thing you should do.
– Show satisfaction.Show delight at the comment, but don't overdo it.
– Keep the lines of communication open.Always make yourself available to the user.
Examples:
"Hi [Name]! We're happy to receive your feedback. Thank you. Feel free to contact us anytime."
“[Name], thank you for your feedback. We are delighted to know that you are satisfied with our services. You can always count on us.”
How to react to negative reviews?
Responding to compliments and positive comments is easy. But what about... when the evaluation is a critique.The challenge is there!
Firstly Learn to distinguish between legitimate criticism with a basis in truth and mere gratuitous attacks.Although ethically reprehensible, competitors and/or malicious users may be posting complaints on the platform. Whenever you identify one of these cases, report the review to Google.
And remember: Leaving a negative review without replying (even those that are suspicious or have an incomprehensible context) It's shooting yourself in the foot! Always respond.following certain guidelines:
– Be brief.More than ever, avoid talking too much and giving ammunition for misinterpretations.
– Mention the client's name/profile.to create a connection with him/her
– Thank you for your feedback.Even when the response is negative, it's important to show that you are open to criticism and suggestions.
– Acknowledge the problemIf applicable, acknowledge that there was a problem and apologize.
– Make sure action will be taken.Inform the user of the adjustments that need to be made.
– Forward to offline mode.Discussing problems publicly is usually not worthwhile. Tell the user privately and then contact them to resolve the issue more thoroughly.
– Don't take it personally.Criticism will always arise. Don't show anger or arrogance when responding to it. Maintain a professional tone.
And remember: It's not possible to delete negative Google reviews. (only report them when relevant, as we mentioned above), so it's always a good idea to privately resolve the user's problem afterward. Kindly ask him to edit his review on the platform. – a good practice to maintain a high grade and positive feedback.
Examples:
"Hello [Name]! Thank you for your feedback. We are very sorry for what happened and assure you that we are working to correct it promptly. Our team will contact you directly to resolve the issue. Thank you."
“[Name], thank you for your feedback. We assure you that this incident in no way represents our brand and/or our values. Please share your contact information with our Support team at [email] so we can proceed with a satisfactory resolution of this matter. Thank you.”
Google Review: New Channel on Chatbots & AI
As we said, whether it's a positive or negative comment, It is essential to answer them appropriately.. To leave unanswered reviews (especially the negative ones) can to project an image of arrogance or even a lack of connection. with the customers.
And to take care of yet another communication channel between customers and companies, only then integrating it into an omnichannel communication platformjust like Chatbots & AI.
In addition to various social networks (such as WhatsApp, Facebook Messenger, Instagram Direct and others), voice channel and e-mailnow also It is possible to receive Google reviews on the platform and respond to them. (only once) also there.
To enable Google Reviews in Chatbots & AIGo to the menu. Systems, and then in AccountsSelect Edit AccountIn the tab Customer Service Channelsselect Google Reviews.
In the channel settings, you will need to define the DestinationThat is, the service queue that will receive the services. Then, choose a Reference Name to identify this new channel on the platform.
Upload the Configuration File of the application and authorize its use. Select the Account and the Location which will be used in this channel; and decide if you want to generate service requests for reviews without comments, if you want to activate notifications for overdue service requests, and other time settings. That's it! Google Reviews is integrated. as another customer service channel in Chatbots & AI.
Do you have any questions about activating this channel? Are you not yet a Matrix customer and want to have Google Reviews and 20 other customer service channels integrated into a single platform? Speak with our team of consultants: 0800 604 5555
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