RateMe: How to Overcome Fear of Negative Reviews

Why is working with reviews so important?

According to research,

38% do not leave feedback because they simply forget to do so in their free time,

20% said they would have left a review, but the business did not ask for it.

At the same time, 39% of users have not received a single review request in the last 5 years, but more than half are willing to share their experiences.*

On the other hand, 98% of consumers read reviews of local businesses.**

That is why we have created Getpin RateMe, a service that helps to generate more reviews and deal with negative feedback in a non-public way.

This is how it works:

Collecting feedback:

- The employee invites the client to leave feedback about the work or service using a QR code with a link to the RateMe page,
- Or remote communication via E-mail, SMS, chatbot, or Push notification from the business application.

The user is taken to the RateMe form with the opportunity to rate the experience from 1 to 5 stars.

Negative review scenario (1-3 stars)

In the case of a low rating, the user is redirected to a page with the option to leave a detailed review and contacts.

After that, the review is sent to the company’s personal account in the Getpin system.

Positive review scenario (4-5 stars)

In case of a positive rating, the user is offered to leave a review on Google Maps or Facebook by following the link.

Service benefits:

With Getpin RateMe, businesses get several unique benefits:

a convenient channel for collecting feedback in offline and online locations,
increase in the rating of locations and the number of reviews without reputational risks,
reduced processing time for negative reviews and the ability to solve the problem privately,
and as a result, an increase in traffic to online and offline locations.

Thanks to informative and positive reviews, customers are more likely to see your company in search results.

Keep in mind that the rating and consumer choice are influenced not only by the company’s reviews but also by the processing of responses and how the business responds to criticism or positive feedback.

*MOZ

** Brightlocal

AI Assistance in Managing Customer Feedback

Don’t have time to check and respond quickly to reviews on various platforms? Are your location rankings deteriorating due to unanswered negative customer reviews?

We have a solution to these problems, that’s why we added artificial intelligence and automation to the Getpin account review processing system.

What is the importance of reviews?

Working with reviews is an integral and extremely important part of business-to-customer communication. Thanks to informative and positive reviews, customers are more likely to see your company in search results. Negative reviews, on the other hand, can potentially influence the user’s choice of your product or service.

According to research,

56% of consumers said that a company’s response to reviews gives an idea of how responsible and caring the company is.*

45% of consumers report that they are more likely to choose a business if it responds to bad reviews.**

Therefore, it is especially important to respond promptly to different types of reviews, which is a problem for businesses, because the more locations you have, the more time and resources you need to spend on monitoring.

Our Solution

Getpin’s single sign-on solution helps manage the customer experience across third-party online platforms. Thus:

all reviews about your business are collected in one account,
there is no need to check several resources, such as Google Business Profile, Facebook, Otzyvua.net, Minfin, Top20.ua, and soon Tripadvisor,
you can quickly and easily analyze the performance of each location, including through customer feedback.

Additionally, Getpin provides an option to set up notifications about different types of feedback, which is especially important in case of negative feedback and conflict situations with users of your products or services. Notifications will be sent to your email or Telegram to help you respond quickly and turn negative feedback into a positive experience.

You can classify reviews as:

negative / positive,
with text / without text,
by keywords.

Benefits of automation and AI integration in the Getpin account

We have integrated artificial intelligence into the account, so from now on, AI will help generate personalized responses to customers. Our algorithm provides an individual response based on the analysis of keywords from the review and information about the location where the feedback was left.

Then you can choose whether to set up automatic sending of AI-generated texts or manual approval of the proposed text by a manager.

Templates

For those who are not yet comfortable with AI technologies, Getpin offers the possibility to prepare answer templates.

Here is a simple algorithm:

You create variants of templates depending on the customer’s rating, the text of the review, or keywords.
When you receive a review, Getpin offers certain templates from the available ones, depending on the context of the review and the tone of the review.
Choose the most appropriate one and send it.

You can also set a scenario that will trigger the autoresponder. For example, for reviews without comments but with a rating.

How it looks like:

A customer gives 4-5 ⭐ without any comments – an automatic response: “Thank you for your high rating!”.

So, choose templates or artificial intelligence and set up automatic sending of responses or manual moderation, depending on the scenarios you set.

Save your managers’ time and improve customer experience with Getpin!

*Podium

**Review Trackers