Communicating with Your Consumers: Responding to a Customer Review

Feedback from other consumers has a considerable impact on the purchasing process of your prospects and customers, whether online, on your e-shop, or in a physical store! Why are these customer testimonials important for your business? Why is it essential to place them at the heart of your marketing and communication strategy? How to properly manage responses to positive and negative customer reviews? Trustt provides you with all the answers to your questions in this article.

Why Should Responding to Customer Reviews Be a Priority for the Company?

“According to a recent study by” IFOP dating from 2021: consumer reviews strongly influence the purchasing decisions of French consumers:

• The majority of surveyed consumers cite reputation, through online customer reviews, as the primary criterion for choosing a brand;
• 75% of them claim to consult reviews to obtain information about a company before deciding to make a purchase;
• 4/5 is the minimum online rating needed to inspire confidence for nearly 7 out of 10 French consumers.

These authentic customer reviews therefore represent a valuable tool for building trust among internet users. As a digital business, they allow you to:

• Gain new potential customers while retaining your current clientele;
• Boost your online reputation and brand image;
• Create a close relationship with your customers by allowing you to understand what they like and what you need to improve in your brand and product offering.

As you can understand, you have every interest in paying close attention to these reviews and maintaining dialogue with your clientele to accelerate your growth and sustain your business.

Why Is It Important to Respond to These Customer Reviews?

If you’re still wondering why it’s important to always respond to your customers, here’s the answer:

Generally, your customers leave a review to:

• Share the quality of the customer experience;
• Help the company optimize its products and services;
• Help other consumers make the right choice;
• Express their gratitude;
• Let the brand and other customers know whether they are satisfied or not.

They want their voices to be heard, to be listened to and understood! By responding to each of your customers’ reviews, even if it’s just to thank them, you build your brand image, retain your existing customers, and convert your prospects.

When your future buyers browse through the responses to other customers’ experiences on your website, they will certainly be sensitive to the fact that you place customer satisfaction at the heart of your priorities.

Finally, know that the more customer testimonials you accumulate, the more likely you are to convince internet users who haven’t yet placed an order on your site.

Trustt also recommends that you obtain a minimum of 50 qualified and verified reviews under your product pages, which ensures a certain credibility with your clientele and allows you to obtain 30% more sales on your e-commerce site.

How to Organize to Properly Respond to All These Customer Reviews?

Responding to all customer reviews is essential for the development of your business, yes, but how to do it without forgetting any…

First, make sure to maintain regular monitoring on all platforms where your customers might want to express themselves: website, social networks, forums… Be attentive and reactive!

Don’t hesitate to set up Google alerts or use monitoring tools to know what’s being said about your brand.

Then, to properly respond to a customer review, be quick and publish a response within the day that follows (as far as possible).

Respond to each customer review in a sincere, authentic, and transparent manner, while showing that you care about their concern and perception of your products.

If the review is negative, react quickly and respond positively even if it seems unjustified to you.

Remember that negative reviews are part of the game. By being sincere and transparent in your response, you can win back your dissatisfied customers and gain new ones.

Managing customer reviews via the Trustt solution

Implementing a review module on your website represents an additional guarantee of trust. Positive reviews boost sales and negative reviews allow the company to improve its offer and appear more human and accessible by providing a detailed response to its dissatisfied customers.

Trustt. is a SaaS software that multiplies brand growth by offering them a suite of unique solutions including a customer review module (Trustt Reviews) to integrate on their e-commerce site.

The tool allows you to collect authentic and enriched customer reviews (UGC) on what your customers think of your products and services.

To obtain these reviews, several solutions are available to you, such as engaging a proprietary panel of ambassadors who, after trying your products and services, will provide you with detailed and comprehensive testimonials on all their aspects.

Via the Trustt dashboard, you can moderate all the reviews received.

This global vision allows you to:

• Moderate and respond to reviews that have been written about your products; whether they come from ambassador campaigns or reviews spontaneously left on your e-commerce site;
• Have access to all the information concerning each review (publication date, response date, before/after photos and videos accompanying the review, rating, customer username…);
• See the specifics of each ambassador who gave the review (place of residence, age, skin type…)
• Add a response for each review and then publish the review on your e-commerce site;
• Import old reviews from your site into the dashboard;
• Obtain detailed statistics on your reviews to allow you to measure your customers’ satisfaction.

The Trustt tool allows you to manage all the steps: from collecting reviews, moderating and responding to them, to publishing them on your e-commerce site: efficiency and time-saving guaranteed!