Tools and tricks to improve your customers´ reviews

Very recently, we have talked about how the latest global events have influenced the opinions and analysis of customers. After all, this is the most effective way for our buyers (happy and angry) to value us. And precisely due to this reason, we must take their comments very seriously. 

In addition to a matter of self-demand and professional improvement, those messages published on social networks, portals and websites are one of the most important signs of social proof. We have already commented more than once for a while that they influence the decision-making of potential clients in a very important way. 

How to improve the reviews of my eCommerce? The “simple” answer is to do your best to offer an excellent product and service. 

It is very easy to say, of course. Then keep in mind that there may be many different circumstances that are not always under our control. 

Let's start with some policies and strategies that can help you improve your public reputation. 

Self-criticism is essential. Not all negative reviews are unwarranted and surely have no intention of hurting you for free. 

When an aspect is repeated frequently, the smart thing is to stop for a moment to think about whether the processes or products are appropriate. If we get down to work and solve a real problem, we will be able to avoid many negative reviews in the future. 

When we receive direct criticism it may seem like the worst thing in the world, but it is not. In fact, it is more worrying when they badmouth us and we do not even realize. 

Carry out a monitoring of your brand and products to be informed as quickly as possible of each "criticism" you are aimed to on any page or social network. Experience says that if you approach criticism proactively, you can achieve a very interesting and beneficial reverse effect. 

This is absolutely necessary. When we receive a negative review in any media or channel and we do not respond, it can be understood as that we are assuming it to be true or that, almost worse, we ignore it. 

If you do not want to expose yourself to manage an online reputation crisis in your eCommerce, do not let dissatisfied customers get feedback. 

Answer politely and without losing control, provide solutions and apologize when appropriate. This is the best way to turn negative reviews into positive ones. 

In general, it is much more visible to find bad opinions than good ones. When all goes well, most clients do not usually post those experiences unless they are memorable. 

Encourage posting in order to get bad reviews hidden among the good ones. In the end, it is a matter of volume, and something as visual as the rating stars is still an average. 

In eCommerce there are things that we control and others that we do not have as much capacity for direct action. . 

The most paradigmatic case is that of logistics companies. We can have the best products and a great service ... but, if deliveries fail, the user does not care the name of the carrier that has to deliver the package. For them, it is transparent, because it is a part of the shopping experience. 

Many of the bad reviews come from problems with deliveries. It may not be fair, but you have to live with it.