Project Description
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How to Start Replying to Reviews When You Have Never Replied Before
Merchant Centric will notify you of new reviews found for your business so you can easily review and decide which ones to reply to. But how do you start replying if you already have many previous reviews and have never replied before?
We recommend that you start by filtering your reviews to view only the newest negative reviews.
It is important to focus on negative reviews first. These are the reviews that can determine whether a customer choses you over a competitor.
We recommend that you reply to all negative reviews with the exception of reviews that violate the guidelines of the review site.
For example, Yelp has a relevance content guideline that reads as follows:
“Please make sure your contributions are relevant and appropriate to the forum. For example, reviews aren’t the place for rants about a business’s employment practices, political ideologies, extraordinary circumstances, or other matters that don’t address the core of the consumer experience.”
The content guidelines can be found on each review site and if you mistakenly reply to a review that could be flagged for removal, your action of replying to that review can void your ability to flag the review for removal.
For customers who simply want to vent (with negative reviews), your response will hopefully address their concerns, and then, they may be encouraged to change their rating and opinion of your business from negative to positive.
Example of why replying to reviews is important.
Once you have completed the more difficult task of replying to negative reviews, you can then move on to replying to the positive reviews; thanking the reviewer for the kind words and the opportunity to serve them.
You can get help replying to any review by using the Merchant Centric Reply Library. Simply select from Reply Library to find a reply that suits the review.
After you Select the reply you like in the Reply Library, you can edit the reply to make it more specific to the comments within the review and to better convey the personality of you and your business.
