Audit and filter negative reviews
A typical process of improving online reviews starts with filtering negative and positive from your existing reviews across different websites. We’ll take a closer look on all the negative reviews that violate the terms of service of that particular review website and try to get them removed as much as we can. We cannot guarantee that every negative review will be removed but we can revise the sentiment of the review from negative to positive via negotiation subject to timeline of revision.
Identifying prospective positive reviewers
From the list we identify all prospective positive reviewers who can give positive feedback on rest of the review rating platforms. We also take list of earlier and regular customers who are the most likely to provide good reviews of your product or service, and invite them to the review platforms with later benefits of engaging with you that will be best help for your brand.
Deleting fake and spam negative reviews
After investigation we dig out spam negative reviewers which are primarily hired by competitors and get all such accounts deleted as well so that they cannot leave negative reviews, as well as encourage happy customers to leave high-quality positive ones.
Liasoning with dissatisfied customer
As mentioned earlier you cannot satisfy all. There will always be some bad experience faced by customers either the services is wrong or there expectations must be high. We connect them with your response team and give inputs. These inputs will help improve your systems and clear expectations among your future customers. We request them to address such problems offline and get it resolved (further increasing the flow of negativity).
Our review management tool will send your current customers either a text to their phone, or an email and asks them a simple question about their experience.
If the answer is good, or “thumbs up” we send them to more review management sites of your choice
Inviting for Positive Reviews
If the user is already logged in to a service like Google we will usually send them there first because it saves a step and results in higher conversion rates for positive reviews.
Sending back Feedback
If the answer is not so good, we ask them why. We don’t send them to a review site. This enables the customer to “vent” on a site that will not post to Google. We also alert you to the problem so it can be dealt with in a timely and positive manner.