Trustpilot is on its way to becoming the biggest review website, with over 31,000–businesses and 626,000 websites registered. Therefore, Trustpilot reviews have been verified to result in an increase of website traffic with up to 500% more referral traffic and 35% more potential unique clicks.
So, whether you are an established insurance company or an up-and-coming webshop, it is essential to manage your reviews on Trustpilot.
Why are Trustpilot reviews important?
A whopping 93% of customers said they read online reviews from top review platforms such as Amazon, Yahoo, and Trustpilot before buying products and services. 31% also say they would spend more on businesses with an excellent online reputation.
Trustpilot is one of the most credible review website for businesses as it continuously protects consumers from online scams. In 2021, the website removed 2.7 million fake reviews during its massive fraud crackdown.
Due to the extensive consumer protection activities of Trustpilot, more and more customers are turning to its reviews before making online purchases, resulting in undeniable market growth.
Aside from this, Trustpilot has played a pivotal role in the rise of eCommerce businesses, and has become one of the premier platforms for businesses to build customer trust, since many online stores cannot register on location-specific review websites such as Yelp and Google My Business.
Why should you respond to Trustpilot reviews?
Responding to Trustpilot reviews is important for many reasons, such as helping businesses increase website traffic and customer trust, inspiring customers to leave more reviews, and building brand awareness. Trustpilot is one of the most trusted review websites on the internet, and responding to reviews on the platform can be a great way to demonstrate a commitment to customer feedback and create a better experience for customers. Additionally, responding to reviews can also be beneficial for businesses in terms of SEO, as it can result in higher rankings for the website as well as increased visibility on search engine results pages.
How to respond to Trustpilot reviews?
Lucky for you, Trustpilot has made it simple for businesses to respond to online reviews. Here's how you can go about it:
1. Log in to your account
Login to your Trustpilot Business account. Signing up for one is free if you don't have an account yet.
2. Go to Service or Product Reviews
Upon logging in, you'll be brought to your dashboard, where you can see your TrustScore. If you have a service-related business proceed to "Service Reviews." If you run an eCommerce brand, proceed to "Product Reviews."The two options would be automatically activated for businesses like banks, insurance companies, and dealerships that can be reviewed both on services and products. You can proceed to whichever you'd want to work on.
3. Sort reviews
Once you're on your designated page, Trustpilot lets you filter on your new reviews without replies. The summary is reflected on the left side of your Service Review dashboard. Click the "Reply" dropdown menu and select "Reviews without a reply" to proceed with replying.
4. Write your reply
Write your response and click post reply. Upon posting, you can either Edit or Delete your response.
5. Tag reviews
Pro tip: Tag your reviews according to their focus, such as "Restaurant," "Onboarding," "Pricing," etc. This way, you can relay the reviews to your sales or marketing team quickly or even refer to your replies in the future.
How to reply to a positive Trustpilot review?
Responding to positive reviews on Trustpilot is essential in order to demonstrate to customers that their feedback is valued and appreciated. By responding to positive reviews, businesses can thank customers for their feedback, build customer trust, and inspire them to leave more reviews.When responding to a positive review, it is important to make sure that the response is personalized and sincere. Acknowledging the customer's feedback in the response and thanking them for taking the time to leave a review can go a long way in creating a positive experience for the customer. Additionally, businesses can also thank customers for their loyalty and remind them of any special offers or discounts that are available.
A core element in replying to positive online reviews is highlighting or reaffirming the points mentioned in the review. This way, you can make the customer feel recognized while using their review as a promotion for potential guests.
Another important aspect is speed. Replying within 48 hours is acceptable, but it's best to keep it at 24 hours if possible. Delaying your response to positive reviews will make your customers feel neglected, which may affect their loyalty.
For local businesses, it's paramount to respond to reviews in the same language used by the person leaving the review. This is an important step to take, as studies have demonstrated that customers are more likely to engage with businesses that are able to communicate with them in their native language. Additionally, replying in the same language as the reviewer is a sign of respect and can help to create a positive impression of your business.
One of the unique features of Trustpilot among online review websites is their automatic review sharing. When you receive a positive review, you can share it to your social media account as social proof with just one click – instant online content for you!
How to reply to a negative Trustpilot review?
Replying to negative online reviews can raise your business's online rating. Most businesses rely heavily on customer satisfaction; a strong online reputation can demonstrate to prospective customers that their needs and concerns are addressed.
The secret to writing the best replies to negative Trustpilot reviews is to balance respect and assertiveness. This way, you can show that your team is on top of everything. Ideally, you'll show sympathy and talk about an ideal customer experience by highlighting your company’s policies.
Another way of handling negative reviews is taking the conversation offline. Trustpilot has made this easier for business owners as you can automatically send an email to the reviewer from your Trustpilot page.
Check out our complete guide on DOs and DON'TS when responding to reviews for more tips.
Just remember to write a public reply before emailing the reviewer. This way, online visitors would know that you have duly attended to your guest.
Examples of good replies to Trustpilot reviews
In the example below, a bank has effectively addressed all of the customer's complaints in a professional and friendly manner - and they even responded within one day.
The company in our next example expressed appreciation for the customer's positive feedback. Furthermore, their reply demonstrated a commitment to continually strive for excellence in their products and services.
Lastly, this insurance company is doing an excellent job at providing a solution to the customer and taking the conversation offline. The response demonstrates a commitment to potential future customers and makes the reviewer feel appreciated with a personalized response.
Common pitfalls when responding to Trustpilot reviews
One of the common pitfalls when replying to Trustpilot reviews is using generic responses. Writing generic replies can make customers feel that their concerns are not being addressed and can even create a sense of distrust. To avoid this, businesses should take the time to craft personalized responses that address the customer's concerns and provide a solution that meets their needs.
How to generate the best Trustpilot replies?
Writing the good Trustpilot replies can quickly become a time-consuming task, requiring a team of copywriters and customer relations experts. To make this process more efficient, businesses can use automated reply generators that are customized for their industry. These generators can produce unique, personalized replies for each customer so that businesses can save time and resources while still providing a thoughtful, high-quality response. Additionally, businesses can use these generators to quickly respond to reviews and ensure that customers feel heard and appreciated.
An AI reply generator can take your Trustpilot review and quickly summarize the key points and analyze the contents. It can then craft a response that is both unique and natural-sounding – saving you time and energy. By using the simple copy-and-paste process, you will not have to start from scratch, which can be a daunting task. This AI reply generator can help make the process of responding to reviews much easier and more efficient. It's a great way to ensure that customers feel heard, and that you are providing a professional and helpful response.
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