6 Reasons to Track Online Reviews

Monitoring reviews and tango premium videos on the Internet is necessary for any company. Even if your company sells handmade soap through a small online store or group on a social network, you still need to know what, where, how and in what tone those customers who already bought this soap.

About why it is so important to track reviews on the Internet and respond to them in a timely manner, we will tell in this article.

Why do I need to track reviews about my company?
There are several reasons to invest the time and effort into monitoring web mentions:

1. Find out how customers perceive your product
By collecting and analyzing a pool of company reviews, you can determine, for example, your strengths, those that users mention most often, and how they fit with your unique selling proposition (USP). If you are focusing on some property of a product or service, then ideally, it should be mentioned in the reviews most often, and in a positive way. If you have not yet decided on your USP, then user reviews will help you with this.

2. Find out what you are missing
Many customers do not just talk about what they liked or disliked about your product, but also express their ideas as well as expectations. This can lead you to think about an interesting cross-marketing or even a new service, and allow customers to feel feedback and your concern for their convenience.

3. Neutralize negativity
According to statistics, customers leave positive reviews about a product or service much less often than neutral or negative ones. This is due to the fact that users have pre-expectations for a perfect product or service that fully matches their vision and react more violently if these expectations are not met than if everything went smoothly.

There are several types of negative reviews:

subjective opinions. As a rule, they include both positive and neutral statements about the product, and do not express an extreme degree of dissatisfaction. It is important to respond to such a review in a timely manner and apologize for the inconvenience, as well as offer the client to solve his problem.
One-time angry mentions. Usually, in such reviews, users do not restrain themselves, do not hesitate in expressions and paint their claims in bright colors. Reviews of this type represent an average danger for the brand, as they are emotional and perceived as a “cry from the heart”. It is important to quickly respond to such statements, moreover, to calm the person and transfer the conversation to the level of constructive discussion.
Targeted attack on the brand. This is an artificial generation of a large amount of negative in order to undermine the reputation, as a rule, it is carried out by order of direct competitors. Usually, the sowing of negative reviews is done in such a way as to cause a viral reaction of the republishing. Bad reviews are ranked much better than positive ones, because people tend to focus on the negative, and therefore the well-coordinated, timely and competent work of specialists involved in monitoring reviews on the Internet is so important.
4. Identify new platforms for promotion
By monitoring mentions on the Internet, you can identify new platforms where live discussions of products that are identical or related to yours take place. This is a good chance to offer your product or service to the audience of these sites.

5. Influence the purchase decision
When buying a product via the Internet, the user does not have the opportunity to interact with it, touch it or twist it in his hands, therefore, according to statistics, 60% – 70% of users study product reviews before buying it. As a rule, reviews are trusted more than product descriptions on the site. If we are talking about a service that, in principle, cannot be “touched”, then according to statistics, the number of users who are looking for information about the brand, as well as reviews of those who have already used this service, increases to 90%.

Thus, the formation of positive reviews directly affects the decision to purchase.
6. Give and receive feedback
The main rule is to be sincere and not get rid of customers with standard replies. Try to really solve the problem of an unhappy customer and he will become your most devoted fan, as well as an endless source of free advertising. Don’t miss a single review. Of course, first of all, you need to respond to complaints, but positive statements are also worthy of attention. Communication with a client is an excellent tool for increasing loyalty, so you need to monitor reviews on the Internet systematically, and not from case to case. Try to surprise users: fulfill their desire that you saw in the review, respond to the review instantly, or just be polite and considerate to them. A sympathetic attitude towards a client is such a rare phenomenon on the Internet that such a reaction will instantly elevate you to a pedestal.