Many companies are afraid of reviews. They see them as potential problems and negativity that can harm their reputation. But an experienced entrepreneur knows that reviews help a business grow. They build trust, attract new customers, and help improve the product. In this article, we'll discuss how to work with reviews on social media. We'll talk about how to collect, publish, and use them to turn ordinary feedback into a sales engine.
Use different formats. Publish reviews in various formats so they don't get boring for the audience:
Step 1: Create a Review Collection System
Reviews don't just appear on their own. Your task is to create conditions that make customers want to leave them.- Create convenient places for reviews. Make a special section or a Highlight Story on Instagram. Create a discussion in your Telegram or Facebook group. The easier it is for a customer to leave a review, the more likely they are to do it.
- Motivate customers. Run contests. For example, everyone who leaves a review and tags your account is entered into a prize draw. This not only encourages reviews but also gives you free content and advertising.
Step 2: Publish Reviews Correctly
Once you receive reviews, you need to properly format and publish them. This will build trust in your brand.Use different formats. Publish reviews in various formats so they don't get boring for the audience:
- Screenshots of conversations. Take screenshots of reviews from private messages. This looks authentic. Mask the customer's name if they haven't given you permission to show it.
- Video testimonials. This is the most effective format. Video testimonials build the most trust. Ask the customer to record a short video where they talk about their experience.
- Instagram carousels. Put several reviews into a single carousel. This is convenient. On the first slide, write an intriguing title, for example, "How our client saved $10,000."
- "Before/after" posts. If your product solves a specific problem, show the result. For example, "before and after" photos for a beauty product.
Step 3: Deal with Negative Feedback
If a customer has had a negative experience, show responsibility and concern. Do not resort to rudeness.- Don't ignore negative comments. If you don't address them, people will believe they are true. Refute the comments or write that you have corrected the problem and explain how.
- Move to private messages. Respond to the comment and apologize for the inconvenience. You can leave the technical support contact details so that the user can write to them themselves if you are unable to find their contact details.
- Solve the problem. Offer the customer a solution. This could be a product replacement, a refund, or a discount on their next purchase. Your goal is to turn an unhappy customer into a loyal one.
- Show the result. Always write down how you solve problems. If there is a conflict with a customer, indicate what you did wrong and how you corrected the mistake. If there is a problem with the service, write down why it happened, how you solved the problem, and how quickly. Be honest.
Step 4: Analyze Reviews
Reviews are how users see the product. It is in them that people point out mistakes that you may not have noticed.- Identify problems. If people are writing about the same problem, it means it is systematic and needs to be fixed urgently. For example, if deliveries are constantly delayed, you need to recheck your logistics.
- Find your product's strengths. Customers might highlight things you never even thought of. For example, they might say your product is very easy to use. Use this in your marketing materials.
- Create content based on reviews. Q&A is a great section that will increase trust in the product and fill gaps in the content plan. For example, if people write to you in private messages asking for more details about how the product works, record a video tutorial or update the product cards.
