Motivating the client to leave a review

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To remain competitive, you need to know what customers think about your brand. Comment analysis reveals the company's strengths and weaknesses, so it is important to collect and study them systematically. Below are the most effective tools that will help encourage consumers to evaluate your product.


SMS mailing and notifications . After purchasing colombia phone data a product or using a service, the client receives a message with an offer to publish a review on specialized sites, geo-services, social networks or other platforms. This way, the brand quickly finds out their opinion.
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Points and gifts. For writing a comment, the company can offer a discount on the next purchase, give a gift or award bonus points. This tool has a drawback - it requires additional budget.
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We collect and analyze reviews
To work with feedback, regular monitoring of the brand's information space is needed. It can be done using specialized software or manually. We talked about the disadvantages and advantages of both methods.


Softwares


They are most effective when collecting a large volume of mentions. Such services include Brand Analytics or Medialogy. The principle of operation is as follows: the company name is entered (different spellings, for example, in Russian and English, full and abbreviated versions), and the system collects messages from open sources mentioning it.
It is important to remember that if the name contains a commonly used word, the service will select all messages that contain it. It also does not recognize some stylistic turns of speech. For example, the phrase "terribly beautiful" is considered a negative expression.
"Clean" data can be achieved with the help of well-tuned semantics [1] and the work of a monitoring specialist who analyzes the messages himself.



Manual monitoring


In this case, comments with opinions about the company are collected manually on the sites you are interested in. The advantage is that sources inaccessible to monitoring systems are covered.
But there are also disadvantages: due to the limited selection of services, the probability of missing one or another assessment increases. Moreover, such work is expensive and requires a budget.




In our opinion, the best solution for business is to use two methods. Without manual monitoring, it is impossible to systematize feedback qualitatively, and without automatic collection, you can miss an important mention of the company on the site that was not initially considered.
After collecting the data, proceed to its analysis. We recommend doing this by first distributing the reviews according to the following criteria:



Category. This is the content of the comment. It becomes clear what users talk about most often - price, quality, user experience, service.

Tonality, that is, the emotional coloring of the message. They are usually divided into positive, negative and neutral.

This type of analysis helps to understand customer opinion and examine in detail what users like and dislike about the brand’s products and work.

Responding to reviews

The consumer needs to be shown that the company is open to communication and always ready to help if any problems arise. It is important to respond to both positive and negative reviews. Below we offer recommendations on how to respond to them:



You do not contradict what the client wrote. Otherwise, the buyer's dissatisfaction will only increase. Carefully read the content before giving feedback.


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Write down templates for responses to the most frequent messages. This way you won't spend a lot of time writing them.
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Never be rude to customers. Maintain tact, friendliness and adhere to the brand tone of voice. It is important to show concern for your customers.
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