How to deal with customer complaints?

Start by understanding who your reviewers are and why they're writing their reviews. This will give you clarity, showing you how to respond. If they're unhappy, make things right. If they're misguided, share the facts. If they're abusive, monitor but do not engage with their complaints.

Common ways to handle customer complaints?

Common approaches include: Apologizing and owning mistakes, take the conversation offline, look for a win/win solution to the customer's problem. While these are common approaches to customer complaints, they're not always the best.

What are the 5 steps to handling a customer complaint?

Here are several approaches you can take: Ask for more information. Gather intel from customers. Apologize and look for opportunities to make things right. Offer incentives to compensate customers for the loss of their time and money. Ask customers for feedback or updates to their review.

What is the best way to respond to a customer complaint?

Here are some actionable steps you can take to respond to your customer complaints. (1.) Listen to your reviewer, (2.) be transparent, (3.) cite your sources, (4.) be timely, (5.) watch your tone, (6.) offer next steps, (7.) escalate to management, (8.) apply the 80/20 rule.

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Display Replies to Google Reviews on Your Business Website

September 25, 2019

There is a multitude of reasons replying to reviews benefits your business and now we’ve amplified the impact of replies to Google reviews by automatically displaying them in the Review Widget.

Replying to Google Reviews Extends Their Reach
Business Replies to Google Reviews Are Now Displayed in the Review Widget

Replying to Google Reviews Extends Their Reach

Google serves reviews with almost every search including star-ratings in search results and reviews in the Google knowledge panel. If your business replies to a review, Google sends an email notification to the customer and displays the response online.

Example of a Response from the owner as displayed by Google

When business replies to customer reviews are publicly displayed, they go beyond benefitting the original poster to influence those who are shopping your brand. This is a huge opportunity for your business to give your reviews an even greater ability to convert customers with replies.

Business Replies to Google Reviews Are Now Displayed in the Review Widget

GatherUp makes it easy to display reviews on your business website including replies to 1st-party reviews. We’re excited to announce that we’ve expanded the Review Widget to include business replies to Google reviews.

Example of the Review Widget displaying business replies to Google reviews

This addition multiplies the reach of your response effort x3! One reply from your business to a Google review triggers the following:

Email notification to your customer from Google
Displayed via Google reviews to influence shoppers
Displayed via your business website to convert customers

If you’re not replying to customer reviews, GatherUp can help. Check out our guide to review responses or sign up on the Pro plan to start monitoring up to 10 review sites for customer reviews today.

Liezen Van Loh

Liezen Van Loh is the Product & Content Marketer at GatherUp, a customer feedback and online review platform. Liezen is incredibly curious and a digital enthusiast. Her mission, to help make customer experience the backbone of your business through feedback and reviews.

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