Building trust and showcasing your excellent products, services, and customer experience is essential for your business, and reviews play a crucial role in achieving this. Below is a short guide that covers the importance of reviews, the ideal review platform to use, and strategies to encourage more customer feedback.
Why You Need Reviews
Build Trust
Reviews help to create credibility and instill confidence in your business, as it shows social proof that customers have had a positive experience with your business or its products/services.
SEO
In addition to directly influencing customer buying decisions, reviews also help with organic search ranking on Google. When more reviews are uploaded to your website or business listing, Google sees that users are finding your website valuable, thus pushing both your website and any related content, such as blogs, higher. They also help you to rank for long-tail keywords that users may include in their reviews.
Influence Purchase Decisions
When potential customers see that others have had positive experiences with your brand, they are more likely to convert, as users often actively seek out the experiences of others.
What is the Best Review Platform?
There are many review platforms available, such as Yelp, TrustPilot and Feefo, and whilst some platforms such as Tripadvisor are useful for businesses in specific industries, we recommend that every business utilises Google reviews.
Integrate with Google Shopping
Google Reviews offer a significant advantage through their integration with Google Shopping, which seamlessly connects with your WordPress website via WooCommerce. We’ve noticed this with several of our clients, noting a positive impact on their click-through rates.
QR Code
Google My Business now provides a QR code that your users can easily scan to leave a review. This unique QR code, found below the review link, offers a direct path for customers to leave feedback. It is an ideal tool for in-person and retail spaces where you are face-to-face with customers.
How to Increase Customer Reviews?
Setup or Claim Your Listing
Before you start collecting Google reviews, you need to claim your Google My Business listing. This is easy to do and allows you to add many details to your listing, including address, contact details, photos, website, services/products, and reviews. Your business does not need to have a physical address to make a listing, as you can hide your address or choose to specify a service area instead.
Once you have set up your business listing, you will need to verify this before editing your profile.
Ask for Reviews
One of the easiest ways to increase the number of reviews that your business has is to simply ask customers. Get into the habit of asking customers for reviews, whether it be through email, live chat or webflows (see below).
With Google reviews, you can generate a shortened link that will direct users quickly and easily to leave a review:
- Go to your Business Profile.
- Select ‘Read reviews’ and then ‘Get more reviews’ icon.
- To copy the review link, select ‘Copy’ icon.
Customers simply click the provided link, choose their star rating, and can optionally add a written review before pressing Save. When prompting customers for reviews, emphasise the speed and ease of this process.
Automate Workflows
Set up email flows to automatically email customers to ask for a review after a certain amount of days after your product has been shipped. For service-based businesses, trigger a review email once the final invoice has been paid. This means that the customer has had a chance to use your product or service, but it is still fresh in their mind, making it an ideal time for them to leave a review.
Utilise Live Chat
If you have a live chat option on your website, share a review link at the end of each chat interaction.
Include in Receipts
If your business offers online receipts, integrate a clear link that guides customers to leave a review. This increases the likelihood of a positive response.
QR Code
Google My Business now also offers a QR code that your users can easily scan to leave a review. The option to download your unique review QR code appears below the review link. A QR makes it easy for users to get a direct link to where they can leave a review. Perfect for in-person and retail spaces where you are face-to-face with customers.
Review Best Practices
Respond to Reviews
Once you get a new review, ensure that you spend time answering it. This shows that your business values your customers’ experiences and opinions, whilst responding in a timely manner shows that you truly care about your customers. On Google reviews, reviewers get a notification when you respond, and can choose to update their review.
It is important to respond to reviews – both the positive and negative. This shows that you’re listening and want to help solve issues and disputes, supporting your online reputation management. Remain professional, polite and positive, and if you’re unsure of what to publicly respond, offer to solve the issue offline, such as via email.
When you respond to reviews, it also tells Google that you are actively monitoring your reputation to help with customer experience, helping with SEO.
Be Authentic
When asking for reviews and responding to them, remain authentic by offering real and helpful feedback. When someone leaves a review for your business, they are already a customer, so there’s no need to spam them with offers or deals. Instead, thank them for their feedback and time, relate to a feature that they have mentioned, and if needed, offer a solution for any problems.
You can also add your name or initials to the end of your response, to make it personal and human.
Outlook
Reviews play a crucial role in boosting conversions, fostering customer trust, and driving traffic from search engines. Reviews are essential for nurturing your customers and growing your business.
Need help getting started with an e-commerce website that integrates with Google shopping? Contact our team now for a free consultation.
