Customer and product reviews are a powerful tool for any business – they provide a unique opportunity to engage with and learn from customers. However, managing reviews manually can be challenging and resource-intensive.
That’s where a review management platform comes in. In this article, we’ll explain the benefits of using a review platform, including:
- Build trust and credibility for your brand
- Connect and engage with customers
- Manage your online reputation
- Save time and resource
- Get insight to inform business decisions
Let’s dive deeper into each of these benefits and explore how review software can transform the way you manage your customer feedback.
1. Build trust and credibility for your brand
Customer reviews are a powerful form of social proof. 96% of people read them, according to our 2019 Consumer Trends Report. A review management platform helps you highlight people’s positive experiences at just the right moment – ensuring that potential customers see the best your business has to offer.
For example, you can use customisable widgets to display reviews at key conversion points on your website, like the shopping cart. This not only drives conversions but boosts SEO as well. You can also integrate reviews with your social media channels to build credibility and drive more traffic to your website.
Remember: every customer has the potential to becomes an advocate for your brand. Review software enables you to take advantage of this opportunity, by getting people to share their positive experiences. This word-of-mouth marketing can build trust and credibility, at little cost to your business.
2. Connect and engage with customers
Imagine you get a fantastic review about the jeans you sell. The colour is perfect; the fit is just right; the delivery was timely. This feedback is more than just a pat on the back – it’s an opportunity to build a relationship with that customer.
With a review management platform, you can reply to feedback quickly and easily, showing customers just how much you value their opinion. Simply search and select the review you want to respond to. You can then craft your own response, or use AI to generate one for you. It’s a simple gesture that shows your gratitude and makes customers 97% more likely to buy again.
3. Improve your online reputation management
Not all feedback is positive – even the greatest of brands get the occasional one- or two-star negative review. While this might seem less than ideal for your reputation, it’s actually a great opportunity to rebuild trust.
Using review management software, you can track and address negative feedback quickly. So your customer knows their voice has been heard, and that you’re doing everything you can to resolve the issue. This gesture has a knock-on effect for your other customers, too. When they see you’ve resolved an issue, they know they can trust you to deliver.
4. Save time and resource with a review platform
Managing reviews manually can be time and resource-intensive, especially if you collect a large volume of feedback. A review platform automates the process, allowing you to collect, monitor, respond to, and analyse reviews – all from a single dashboard. This means no more hopping between review sites to track down feedback, saving time that you can redirect to higher-value tasks.
With some platforms, like Feefo, you can even reply to reviews automatically while keeping the tone personal. This enables you to deliver better customer service and show more customers you care. Plus, with more time to focus on refining your operations and processes, you’re setting your business up for continuous improvement.
5. Get insights to inform business decisions
Customer feedback offers a wealth of information on what people like and dislike about your business. Review management platforms are crucial for helping you get to these insights faster.
For example, it could be that several guests to your campsite have pointed out that some vans aren’t getting enough sunshine. Or maybe people buying your clothes online find the delivery service slow. Review software will identify these trends for you automatically, showing you exactly where you need to improve. At Feefo, we ensure your feedback is coming from real, verified buyers – so you can be sure every change you make is backed by reliable data.
Get more from customer feedback with a review management platform
Whether you’re new to reviews or already collecting them, an all-in-one platform can transform the way you manage, learn from and respond to your feedback.
Before you make your decision, it is best to look at how strong your customer insight strategy is. Gain clarity in this area by taking our business questionnaire; then you can choose the right review and feedback provider for your business.
At Feefo, we’re helping over 6500 brands get more value from their reviews. To learn more about us and see how we stack up against other providers, check out our report: ‘Which platform is right for you?’. It delves into the different types of review platforms and the benefits they offer.
