Consumers are increasingly leaving reviews online & new consumers are reading the reviews to make purchase decisions. Hence, it becomes essential for brands to manage their online reputation. Brands can do this by understanding the key issues driving the low ratings, addressing the key issues through improved communications/products/services, and responding to the low-rated reviews.
Let us take the example of Apple AirPods Pro (2nd Gen) to see how Reputation Management can help.
The product has had 523 reviews since its launch in September 2022. As shown in the link here – the user can filter reviews with negative ratings or sentiments & understand topics driving the negative sentiment.
Key issues like return policy can be solved by providing better communication, while issues like noise cancellation can be solved through product innovation
Customer service agents can review low-rated reviews grouped by topic, reach out to customers, and address their concerns. For example, in the following graphic, the agent can filter for comments related to return policy, understand customer concerns, and respond to them.
Brands that manage their reputation on an ongoing basis would see their topline growing. WebExtract can help identify product drainers that lead to lower ratings and group reviews by each drainer. See this 30-sec video on how to do this.
For more information on WebExtract, visit WebExtract at SetuServ.