We probably don’t have to tell you that reviews are important to your business, but just in case you missed it, we’ll say it again. Reviews are important to your business! In fact, an incredible 93% of people say that online reviews have impacted their purchasing decisions. To capture the attention of an increasingly online crowd, you’ll need to wow on review sites.
Getting reviews isn’t the only factor necessary to building an impressive online reputation. Responding to reviews gives you the chance to showcase your customer service and add some personal flair to your agency’s online presence. Check out these tips for making the most out of your business’s online reviews.
1. Respond to all reviews—good or bad.
According to research by Womply, people spend around 49% more at businesses that respond to customer reviews. Customers are more likely to spend money with companies that care about them, and this is especially true of local insurance agencies.
You may be thinking, “Why respond to positive reviews? The customer already likes our services!” First, responding to positive reviews gives you the opportunity to solidify the customer’s confidence in your agency. It could be the difference between having a customer and gaining a life-long customer who holds multiple policies.
Second, your policyholder gave you and your team a compliment. If this was in person, you’d thank them, right? It’s best practice to apply this same reaction to online reviews.
2. Flex your customer service skills.
Think of review responses as a part of your customer service efforts. It’s yet another touchpoint to keep policyholders engaged with your agency. Here are a few things to keep in mind when responding to positive reviews.
Tips for Responding to Positive Reviews
- Use the reviewer’s name in your response.
- Thank your customer for leaving your business a review. They took time out of their busy day to tell you how awesome your agency is!
- Highlight the specifics mentioned in the review. Not only does this make your response more personable, but it also allows you to double-down on the positive aspects of your business.
- When possible, mention the name of your carrier and location. Hey, might as well get a little SEO value from your responses!
3. Be tactful when responding to negative reviews.
Responding to negative reviews gives you the opportunity to rectify a complaint and show off your customer service skills. While there is a chance you’ll never get that customer back, the reviewer likely isn’t the only one reading this interaction. According to BrightLocal, about 89% of consumers read replies to customer reviews. So, always make sure to respond to negative reviews thoughtfully and respectfully.
Tips for Responding to Negative Reviews
- Again, address your customer by name.
- This one may be tough, especially if a review is particularly nasty, but thank the reviewer for their feedback to start your response out on the right foot.
- Take responsibility by acknowledging the specifics of the complaint and apologizing for failing to meet the customer’s expectations.
- When possible, offer a solution to the problem. This may be as simple as asking for the reviewer to call a representative at your office.
Get More Insurance Marketing Strategies
Looking for inspiration? Check out the Melon Local blog for other insurance marketing ideas and strategies.