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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New Feature: Reply To Google Reviews From GatherUp

January 30, 2019

Reviews dominate consumer influence. A recent study showed 80% of 18-34 year old consumers have written online reviews. But, did you know that 89% of consumers read local businesses’ responses to reviews? If you aren’t responding to reviews, you’re missing an opportunity to further influence consumers and connect with your customer. It’s a valuable win for your business and we’re in the camp that reviews are evolving into more of a conversation than a static posting.

89% of consumers read local businesses’ responses to reviews

As Google reviews continue to pull ahead in popularity responding to them just got easier. GatherUp now features a Google My Business Authorization that allows users to respond to Google reviews quickly, and without leaving GatherUp.

Should I Respond To Reviews?

Yes! Yes, you should. Don’t let uncertainty prevent you from engaging with your customers. Replying to your reviews, both positive and negative, has many benefits. Enjoy better ratings, impact SEO, and set the tone for future customers.

One of our Google reviews with our posted response to the customer.

Responding to your Google reviews shows prospects that you listen and care about their experience. Google also emails your response to the customer when you reply giving you an additional touchpoint with your customer.

Respond Directly From Success Report And Reviews Report

Responding to reviews offers an opportunity to create content not only to influence consumers and win brand loyalty but also to impact SEO. Google encourages businesses to manage and respond to reviews and Moz’ 2018 Local Search Ranking Factors shows reviews accounted for 15.44% of how Google ranks a local business. Now you can now reply to and edit replies to Google reviews from the Reviews Report and Success Report in GatherUp.

Use the Action drop-down in the Success Report to reply to Google reviews directly from GatherUp.

Quickly connect with customers by replying to reviews using the Reviews Report.

Clicking the Reply button for a review from either report opens a reply window. Type your response and click Submit to create a conversation.

Reduce Reply Time Using Review Notifications

With the ability to reply to reviews from the Reviews Report, Review Notifications become a gateway to action. Access the Reviews Report from a notification at the click of a button putting you in reply mode in seconds. From your Google review notification to reply, reviews can be handled swiftly and without logging in to Google My Business.

Reviews Notifications include a button that links you to the Reviews Report. With Google My Business Authorization, you now have a direct route to reply to Google reviews in seconds.

Set-up Your In App Reply Tools With Google My Business Authorization

Complete the steps in How To Complete Google My Business Authorization to authorize your Google My Business account from GatherUp and enable tools to allow you to reply directly to Google reviews from the Success Report and Reviews Report.

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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