6 Reasons You Should Be Using Customer Review Software
We’re living in the digital age, when consumers are more likely to go online to research a product before they purchase it. Even if they buy from a brick-and-mortar location, they’re still likely to search the Internet for customer reviews, ratings and complaints first. For instance, 93% of consumers say online reviews have an impact on their purchase decision. According to the Pew Research Center, 50% of adults under 50 check online reviews regularly before buying anything.
Obviously, managing online reviews is of critical importance to business owners today, but it can be hard to do. Enter customer review software—a digital tool designed to help you with one of the most pressing concerns of the digital age. Why should you use this type of software, though? Here are several key reasons it needs to be part of your day-to-day.
Make Collecting Feedback on Your Business Easier
One of the most challenging aspects of handling online reviews and ratings for business owners today is simply finding the information in the first place. The right customer review software simplifies that process, giving you an easy way to collect the reviews from real customers. Imagine how much time you could save with software automating the collection process.
Manage Feedback and Reviews
Collecting online reviews is only part of the process. You need to do more if you’re going to put these assets to work for your business. One of the most exciting things about customer review software is the fact that the right option can make it simpler to manage your feedback and reviews. You can sort and parse reviews so that you can reply or respond to the most recent, giving you the ability to turn a negative customer experience into a positive one.
Utilize It in Ways That Fit Your Needs and Audience
Gaining insight into the thoughts and feelings of your audience is rarely easy. Part of that is simply due to the fact that different customers have varying preferences when it comes to interacting with your business. For instance, review cards made available in your store, showroom or dining room might give you some insight, but only a small percentage of your customers will even use those. Others might choose to leave a review on Google or post comments on Facebook. Quality customer review software allows you to interact with your audience in ways that fit their needs and preferences, whether that’s through email follow-ups, on-site widgets, question and answer forms, or something else.
Goes with You Everywhere
Once upon a time, using software meant being tied to your desktop. For business owners, that usually meant the PC in the back office at work. However, those times have changed. Today, customer review software is able to go with you wherever you go. While not true for all software suites available, many offer mobile access, cloud data storage, and the ability to install the software on more than one machine or device for a single price. That offers flexibility, agility and the chance to manage your business success on your own terms.
When you are regularly asking for feedback and online reviews from customers, it can impact your entire business, including your employees. They will feel empowered to make the right decision for every customer and realizing that each customer matters (whether because of incentives or because they know each customer will be asked about their experience) helps them develop an owner’s attitude. Your employees will feel empowered to help, improve and recommend the right things for every customer and your business will gain more loyal employees.
Generate Better Success in the Offline World
Ultimately, using customer review software is really all about building a better, more successful business. By learning what your customers are saying, aggregating and sharing positive reviews, and managing negative or neutral reviews, you change the conversation.
In the end, customer review software is an increasingly important tool that can help foster business success, profitability, and customer satisfaction.