Remember that responding to positive comments is just as important as responding to negative ones. Positive reviews are an opportunity to market your services to potential buyers and to whatsapp number canada suggest that your company can offer what they are looking for.
How to achieve multiple growth in traffic and sales from your website?
Alexey Boyarkin
Dmitry Svistunov
Head of SEO and Development
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I have always been concerned about the issue of moving to a fundamentally new level. So that the indicators would grow not by 2 or 3 times, but by several orders of magnitude. From a thousand visits to ten thousand or from ten thousand to a hundred thousand, if we are talking about a website, for example.
And I know that such leaps are always the result of painstaking work in five areas:
Technical condition of the site.
SEO.
Collection of site semantics.
Creating useful content.
Working on conversion.
And at the same time, every manager needs an increase in sales and the number of applications from the site at the moment.
To get this growth, download our step-by-step template for increasing sales from the site:
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The correct structure for responding to a negative customer review
Dealing with negative reactions is always difficult, but very important. Online experts advise responding to negative reviews in almost the same way as to positive ones.
The correct answer must contain the following components:
Greetings.
Offering an apology.
Demonstrate involvement in the issue.
Offer a solution to the problem or compensation.
Everything is quite logical. Now we will provide several examples of responses to reviews in the table:
Feedback element Example of content
1. Greeting
"Hello, Irina. Thank you for your feedback! Thanks to you, we are becoming better!"
"Good afternoon, Evgeniy. Thank you for telling us about the problem. We will look into all the circumstances."
"Hello, Maria. Thank you for writing to us. We were unable to contact you earlier due to the absence of your contacts in our database."
2. Apologizing
"We are very sorry that this happened."
"We sincerely ask for your forgiveness. We were very surprised by this situation. Nothing like this had been noticed about our employees before."
"We apologize to you! We can solve this problem."
"We are sorry that we have ruined your plans. We are also very upset about the delay in delivery of the goods."
3. Demonstrate involvement in the problem
In this section, we have collected the following templates for responding to customer reviews:
"We are as dissatisfied as you are. The manager at fault has been disciplined and fired from our company."
"We strive to ensure that you are satisfied with our work. We offer to resolve the problem and prevent its recurrence."
"We are making great efforts to become only better, but in any company where people work, there is a human factor. The courier really made a mistake, and we admit it. Tell me, please, did you send a request to the customer service department, did you issue a return?"
"We are truly sorry that some of our employees cannot understand and hear the client. This happened for the first time, so the culprit received an official reprimand"
4. Offer a solution to the problem or compensation
"Our manager will contact you tomorrow during the day to resolve the problem. Everyone involved will be involved. Can you give us your phone number?"
"We have carefully studied your review. As a result, the driver who did not arrive for the order was demoted. As compensation, we will credit you with 5 bonus trips for 5 km in our taxi. We hope that we can regain your trust"
"Please call the phone number listed on the website so that we can clarify the details. We will carefully check everything and assess the legality of the doctor's actions."
"If a similar situation happens again, please call us. We will first of all deal with your request and develop possible solutions. As compensation, we can offer a month of free service in our company"
This structure is considered quite effective. You can use templates of each component and connect them in response. At the same time, no one forbids you to write without using a ready-made structure, but as you see fit.