How to Manage Your Website’s Ratings and Reviews

Before I answer the how, you need to understand the why. Simply put, ratings and reviews serve two purposes.

The reality is, you need to request most consumers to make a review.

The reality is, you need to request most consumers to make a review.

It points you towards the things you are doing right and doing wrong, thereby allowing you to correct the same ASAP. Second, it also serves to entice netizens into your website to share in your ideas or to make a purchase. With that said, here are a few ratings and reviews management tips I have come up with over the span of a 10-year career.

 

  1. Independent rating and reviews website are resorted to by netizens before they make an important decision or substantial purchase. That is why it is a good idea to regularly check Google Alerts. If want to get more serious you can sign up with a professional reputation management servicer. You can select from a menu of alerts, suggestions, website modification, and administration, etc.

 

  1. Negative reviews are unavoidable, especially if your audience is substantial. More importantly, you need to address the concern as soon as possible. Mind you, do not go overboard, but show sincerity in correcting any errors or explaining misunderstandings. Then request form the same individual a follow up review.

 

  1. Responding to negative reviews is tricky. You don’t want to be pushy. Assuming you have some way of contacting the person you want to sound professional and genuinely concerned about making amends, rather than getting a retraction. You need a trained person to decide whether reconciliation is the best step, or whether it is better to just ignore the same. In my opinion, if the negative review has a hint of professionalism or is in the tone of constructive criticism then you can push for reconciliation then a retraction. If the review is outright offensive then ignore the same.

 

  1. The reality is, you need to request most consumers to make a review. In my experience, incentives or bribes won’t get you there. The way I see it there are always cases that will be handled better or results will be more pronounced. Build rapport with netizens that fall within this category then request for a review.

 

  1. Promote Your Reviews: A prominent tab or button will help a lot. Do not mind a few negative reviews. In my opinion, you should show the same in your website; provided of course, that the same is not offensive and/or is constructive. The trick is to overwhelm the negative review with the sheer number of positive reviews. A few negative reviews will even serve to increase the believability of your review page.

 

  1. Remember you need to regularly check for your website review statistics. If you have the manpower daily would be a good idea, but at the very least, you want to check weekly.

 

  1. The role of customer support is extremely crucial in stamping out bad reviews. More often than not, the unsatisfied client or netizen will contact you first before posting a derogatory review. The worst thing you can do is have that irate individual talk to a clueless customer support representative, or worst call a number that is in fact non-existent.
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Paul Agabin is the Founder and CEO of Wooka Interactive. He is an internet marketer based in the Philippines which deals with varied topics such as local industry news, seo strategies, content marketing, inbound marketing, social media management, website reviews, and the like. You can contact him at 0917-5069839.

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