Amazon Review Management: Responding to Negative Reviews
With an uptick in sales, especially on Amazon, most brands will also see an uptick in reviews. Unfortunately, the reality is that many brands will also see an increase in the number of negative reviews. Here at Reviewbox, we think it's important to have a strategy in place for dealing with these reviews. How you handle negative reviews can impact your brand presence, customer experience, and more. In this post, we'll go over some tips for effectively managing your reviews.
Finding Negative Reviews
In order to deal with negative reviews, you'll first need to know how to find the review to actually respond. With Reviewbox, there are a couple of ways you can do this. One way is directly through the web dashboard. After logging in, navigate to the Reviews page, narrow down the date range, and filter the reviews to only view the negative ones.
Once you've identified the reviews, simply click the Leave Reply link outlined in red, and you'll be redirected to the specific review page on Amazon where you can leave a response. Alternatively, you can also use the email notifications. Each email contains a list of the reviews where you can click on the link to leave a response.
Setting up the email notifications is pretty straightforward. You can set up multiple recipients and you can even set a filter so that you're only notified about negative reviews.
Now that we've covered how to identify the actual review, what should you say to customers?
Responding to Negative Reviews and Questions
While negative reviews aren't ideal, it's still a great chance to provide excellent customer support and educate future customers. Here are some ideas we think can help when responding to reviews and questions.
- Personalize - Be courteous and use the author's name when possible. Keep in mind that your response isn't solely for this particular customer - future shoppers will also be reading your response.
- Address the issue - Offer a solution to the issue. For example, if the customer has purchased the wrong part or purchased improper sizing, point them to the correct product.
- Exchanges and warranties - If it makes sense, offer the customer a way to exchange the product.
- Provide contact information - Provide an email and phone number where the customer can receive further follow up.
Each response is going to be a little bit different depending on the specific complaint and product. The response shouldn't be super long but should be detailed enough to let the customers know that you actually read the review and are trying to address their problem.
After you're done responding, you'll probably want to keep tabs on the specific reviews and questions you've addressed. Within Reviewbox, there a an area called Notes that lets you leave specific feedback for other team members (or even just for yourself). You can also use this as an area to keep track of your responses by copying your response.
Afterwards don't forget to the update the Status field so that you'll remember which ones you've responded to. Later on, you'll be able to filter the reviews by the status (they'll also be available in the export).
These are just a few strategies we think you can utilize to effectively respond to negative reviews. If you'd like to do a deeper dive into your specific review mangement strategies or would like more information about Reviewbox, shoot us an email at mailto:firstname.lastname@example.org.