After all the preparation, you can start tracking mentions of your company. To conduct an analysis, you can collect a retrospective: use statistics or reviews that were found during the whatsapp number canada month or year. After all the mentions are in the system, they will be assigned certain tags, with the help of which you will be able to quickly determine the type of review and build your response. Then the responses go to the customer service department or to a specific employee, if the company is small and one person is enough for this. His duties include writing reactions.
How to Organize Customer Feedback Responses
In order for responses to customer reviews to appear quickly and be of high quality, it is necessary to create a unified system with rules and requirements for their writing. There are many options: creating a single template for response comments or constant improvisation. Moreover, the second option can be used, but it is not considered the most effective.
Responses to reviews must be competent and clear, so a reaction map is needed. This is a kind of script, like in the sales department, in which the company representative has templates for every frequent but from the client. However, it is necessary to remember that all ready-made responses are only examples, on the basis of which you need to write a personal comment.
In the reaction map, reviews are usually divided into three categories: negative, positive and neutral. They have their own branches. What can be negative? Reasoned, invented or the result of competitors who want to tarnish your reputation. Neutral reviews are small standard messages with 3-4 stars or ordinary questions and discussions among users on the Internet. Positive comments are the simplest, but it is very important to respond to them.
When you contact an outsourcing agency, their employees and your company will initially work together on reviews so that in the future the outsourced company can independently respond to comments and questions from buyers. They will contact you only when they need help from a specific service from your organization, which will then solve the problem: send a missing part, send a promo code, etc.
Each of us at least once in our lives changed our minds about cooperating with a specific company after reading reviews. Therefore, it is foolish to think that people's reactions mean nothing. Allocating resources for working with reviews is no less important than improving quality or service. Even a few negative responses that you decided to ignore or did not have time to respond quickly can greatly affect the company's reputation (in a bad way). With the help of positive comments, it is easy to increase the level of loyalty to your brand, tell people about promotions and special offers.