When reviewing user feedback on your business and application, you will encounter various opinions that you are obligated to consider. As you scroll down and notice positive reviews, you feel happy and even proud of yourself. Until you encounter a negative review! This is just one negative review among more than 20 positive ones.
Stay calm; it's not the end of the world. We have three effective Rahkarpouya to help you deal with negative reviews like a pro.
1- Sorting Genuine from Fake Reviews
Every app review may not be genuine. As your business grows, you become a strong threat to your competitors. Your competitor might post a really bad review just to target your potential users.
In other cases, a specific user might think that the price of your services and products is expensive and, because they can't afford them, they start writing a negative review about your app to get revenge! So, how can you separate genuine reviews from fake ones?
You don't need to read all the reviews. Just find the first negative review you encounter and choose a keyword that describes the user's issue.
For example, let's choose the words "bad service" in a review. Don't worry, press Ctrl + F, type "bad service" in the dialog box, and press Enter. If there's only one user who had bad service, it might be a fake review. Remember that 95% of customers feel their opinions are censored when they don't see negative reviews.
If many users are complaining about your service, that's definitely a cause for concern.
2- Responding to Genuine Negative Reviews
Remember, you don't entirely lose users who post negative reviews. You should follow these reviews as constructive feedback. However, before working on these flaws, you should respond to the relevant user to let them know that you are taking the necessary actions.
According to a ReviewTrackers survey, about 50% of customers expect businesses to respond to their online reviews within a week.
3- Investigate the Reported Issue
As explained in the previous paragraph, if you don't keep your promise and don't follow up on the problem, you will lose the user forever. A dissatisfied user doesn't simply leave a business; they impact a large number of your potential users. Resolve this issue within the deadline, regardless of the costs involved. If you can't dedicate the time and resources to handling complaints, hire new staff or outsource this task to external companies. If you can't even afford that, suspend a specific process. Use your resources to tackle the problem immediately.
Are your customer service techniques flawed? Is your app's poor user interface causing dissatisfaction? Or is the product itself problematic?
Conduct a thorough investigation to find the root cause. Try to identify the problems with your underperforming employees. If they are slacking off, fire them. Create appropriate solutions for managing issues and replace faulty equipment. Don't even think about expanding your business without fixing existing structural flaws. After these efforts, negative reviews will turn into positive recommendations.
Final Thoughts
Remember, don't lose your business over a few negative reviews. Work on constructive feedback but ignore worthless criticism. You cannot hope to satisfy every user's needs. On the other hand, ignoring negative reviews will soon disrupt your business. Responding to these reviews might take a few minutes, but resolving the mentioned problem might take a few days. However, you will have happy and loyal customers who will increase your sales within a few days!
