How to Respond to Customer Reviews

Did you know that seven out of 10 consumers changed their opinion about a brand after the company replied to a review? This reiterates the gravity of not only garnering customer testimonials online but taking the time to acknowledge them – both good and bad. Keep reading to learn how you can craft an effective reply to your customer reviews and maybe even earn yourself some new business in the process.


1. Be Timely

Taking the time to go the extra mile and respond to a Google or Facebook review can be a great driver for business, but if you wait too long to send a reply, you may have lost the lead already. There’s nothing worse than filing a complaint (or, in this case, a one-star review) and then hearing radio silence from the company. Whether positive or negative, always respond to reviews in a prompt manner. Your audience will appreciate seeing your brand make an effort to alleviate any issues rather than ignoring them for extended periods of time.


2. Be Authentic and Understanding

The internet is a crazy place – but if you’re reading this, you probably already knew that! Keeping that in mind, it may be tempting to respond to customer reviews in a defensive or frustrated manner, especially if the reviewer is an internet troll or trying to spin a story. It’s important to keep cool when replying to customers publicly and try to make it right, even if there’s a grievance that isn’t your fault. Be authentic in your thanks to positive testimonials and as understanding as possible to more negative ones.


3. Take It Offline

While it’s important to respond to reviews publicly so your audience can see you’re making the effort to connect with customers, there may be some discussion that is better suited for a private conversation. If a customer’s review involves personal information, such as financial or medical history, respond with something along the lines of “Hi, Customer! We appreciate you taking the time to leave us a review. We’d like to discuss your situation further – one of our team members will be reaching out to you via direct message shortly.”


Want to learn more about our social media management services or social media in general? Take a look at the blogs below or send our team a message.

Other Infinity Blogs on Social Media

How to Monitor and Respond on Social Media

Which Social Media Platform is Best for Your Brand?

10-Point Competitive Analysis for Social Media (with Free Template)


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