I have a question for you :
How many times have you had doubts before making a purchase?
I'm sure this has happened to you more often than you think.
When you weren't sure if a company was reliable, you probably looked for their reviews, right? Let's face it, we all have this reflex.
By typing the name of the company followed by the word “review” into Google, you probably came across Trust pilot.
This site has become the reference for customer reviews of companies specializing in e-commerce, but not only that.
And if you're reading this, you're one of those businesses and are probably looking to learn how to interact with your customers' reviews on Trustpilot. You are in the right place to find out. :)
In the digital age we live in, the importance of customer reviews is undeniable. They have become essential to our decision-making process.
Step 1 : Download the FREE Chrome extension SoLike
Step 2 : Get review replies instantly with the AI review response generator
- You will save lot of time (12 hours / month on average)
- You will ensure high quality content with human-Like AI answers
- You will optimize your online reputation with 100% response rate
Trustpilot is an online review platform. All companies can be visible on the site and manage their customer experience reviews.
The site allows consumers to share their experiences and opinions about a company. Companies can respond to their customer reviews, set up a review collection system and even integrate other tools such as Shopify, Prestashop, etc.
Having your business on Trustpilot has several advantages. This is a very well referenced site known to a wide audience. The comments received give you credibility. The more customer reviews you have, the more your prospects will have confidence in you.
There aren't just one or two benefits to responding to your customers' reviews on Trustpilot: there are a whole host of them. Find out how reviews and your responses can positively impact your business!
How a company responds to reviews can either strengthen or damage its brand reputation.
Every action proves your determination to satisfy the customer. By managing returns with professionalism and consideration, you solidify your image on the web. Potential customers who read your comments are more likely to turn to your services and products.
Review responses show that the company listens and values the opinions of its customers.
Interacting with each review, whether positive or negative, demonstrates your dedication to your customers. Additionally, responding to customer reviews highlights your transparency and cultivates trust, which promotes lasting customer engagement.
Interacting with your customers boosts your local SEO. Search engines, such as Google, favor businesses that are proactive with their audience. A systematic response increases your web presence, maximizing your chances of appearing first on Google.
Who has never been undecided before a purchase? By speaking out in response to comments, you prevent questions from interested parties. These exchanges form a dynamic FAQ, clarifying certain points, correcting possible misunderstandings and highlighting the strengths of your proposals. An informed prospect is more likely to engage.
Besides, you shouldn't be afraid of negative reviews. A site that does not have negative reviews may appear suspicious to consumers. Simply respond to your negative reviews to clarify any misunderstandings with your customers and enlighten potential buyers.
To find out more, here is an article on this subject.
After a bad experience, an angry customer will want to dammage your online reputation by sharing bad reviews on review sites of social media. By contacting him/her on his/her phone number, you can turn unhappy customer in loyal customer.
Customers can leave reviews in different ways:
- By their own initiative: Unlike review sites like Airbnb, an Internet user does not need to make a purchase to leave a review on Trustpilot. He can simply carry out a search on the internet to arrive on the Trustpilot site and submit his review. (Same as Yelp, or Google my business)
- Via invitations from companies: Businesses can send email invitations to their customers to encourage them to leave a review on Trustpilot. These solicitations can be sent manually or through automated integrations with Trustpilot.
When a business invites a customer to leave a review through the Trustpilot invitation system, that review is marked as a "verified invitation." Trustpilot indicates with this label that the review comes from a real customer.
Trustpilot guarantees the authenticity of all reviews published on its site. The platform has put in place measures to do this.
If a review is suspicious or goes against the platform's guidelines, it may be flagged for verification. Trustpilot may request proof of purchase and customer name to validate the review.
The platform uses a automated software to identify suspicious behavior and remove fake customer reviews.
Specialized experts also investigate fraudulent behavior and abuse.
Everyone has the opportunity to report customer reviews. Consumers and businesses alike.
Trustpilot makes company profiles publicly available, showing all reviews, including those that have been reported or removed. This allows for complete transparency into how businesses interact with reviews on the platform.
Here are some tips for customer support team to respond to your positive customer reviews:
- Always thank your customers: Express your gratitude for the time it took to leave a review. Example: “Dear customer, we thank you for your great review” ==> It will impact your customer loyalty
- Personalize your response: Take some specific details from your customer's comment. Use keywords to increase your SEO. For a customer who talks about your breakfast, for example, do not hesitate to mention the word breakfast again and give characteristics in your response. You can say, for example: “Indeed, we offer fresh, quality products for breakfast. We’re glad you liked it.”
- Encourage faithfulness : Encourage your customers to come back or recommend your business to others. You can invite them by saying, for example: “We hope to have the pleasure of welcoming you again soon. » " Looking forward to your next visit"
- Sign your responses with the company name and business name
If you receive negative feedback:
- Don't take this personally: See it as an opportunity to learn and grow.
- Respond quickly, but calmly: A quick response shows that you are proactive, but make sure you are calm and thoughtful. The ideal is to respond within 24 to 48 hours.
- Accept that you are at fault: If a mistake was made by your company, take responsibility for it.
- Propose a solution : Offer ways to rectify the situation or suggest compensation, if appropriate.
- Invite to a private chat: For more sensitive details, invite the customer to continue the conversation privately by providing your contact information. Some companies call their customers directly after a negative review to resolve the dispute.
And the structure of the answers in all this?
Every customer review is a valuable opportunity for your business. Also, always start by expressing your gratitude in the response. For an optimized response, whether positive, mixed or negative reviews, adopt a clear and professional structure.
You can also provide short answers on Trustpilot. Think SEO by integrating relevant keywords. And while you're at it, slip in a little commercial message, subtly.
To shine in your responses to reviews, keep this in mind: stay true to your company's style.
Whether you like to make people smile or you're the serious type, the main thing is to be yourself. And if you like adding a smiley here and there, go for it! 😉
Here is an example of a customer review for Tesla on Trustpilot:
- "Service so smooth, you might think we've got some kind of 'autopilot' for it! 😉 Thanks for the kind words and for being part of our electrifying journey!"
- "Look at us, charging through with that 5-star service! ⚡ Thanks for the love. And for those unsure comments, maybe they just haven't met our Midlands dream team yet!"
- "Your review just put our batteries on overcharge mode! 🚗💨 We're always here to give that 'spark' when you need it. Thanks for lighting up our day!"
- "Hey there! So thrilled to hear that you've had such a smooth experience with our team. Thanks for the shout-out, and always know we're here to help whenever you need us. 🚗💨"
- "It warms our hearts to read reviews like yours! Glad to know our service team has been of great help. Let's keep the positive vibes rolling! Thanks for the love and support!"
- "Thank you so much for the kind words! We're genuinely happy to hear you've had great experiences with us. It's comments like yours that keep us going. Thanks for being awesome! 😊"
- "Thank you for sharing your positive experience with our service and support team. We value your feedback and are committed to maintaining this standard of excellence. Your satisfaction is our priority."
- "We appreciate your feedback regarding our service in the Midlands. It's essential for us to hear from customers like you, and we are pleased to know our team met your expectations."
- "Thank you for taking the time to share your feedback. We are delighted to hear about your positive experiences with our service teams. Rest assured, we continuously strive to improve and provide excellent service to all our customers."
And now here is a second example of a negative review on Trustpilot for Tesla:
- "We sincerely apologize for the experience you've had. Your feedback is important to us, and we are committed to addressing your concerns. Please reach out to us directly so we can better understand and rectify the issues you've faced."
- "We regret to hear about your dissatisfaction. It is our goal to provide the highest standard of service to our customers. Please allow us the opportunity to discuss your concerns further and seek a resolution."
- "Thank you for bringing this to our attention. We apologize for the shortcomings in your experience with our customer service. We are keen to address your concerns and improve upon them."
- "Oh no, that's not the vibe we aim for! We're truly sorry to hear about your experience. Let's chat so we can make things right and turn that frown upside down. 🙁➡️🙂"
- "We hate to hear that you're feeling this way. Let us make it up to you. Please get in touch, and we'll do our best to address and resolve any issues you've faced. We're in this together!"
- "Your feedback really matters to us. Sorry to hear we missed the mark this time. Can we connect to chat about your experience? We're eager to turn things around for you."
- "Looks like our Autopilot steered us in the wrong direction this time. We genuinely apologize for the hiccup. Let’s supercharge this and find a solution together."
- "Well, that's a 'low battery' moment for us. Let's plug into the details and juice up your experience. We're all ears and ready to assist!"
- "Oops, we might need a software update for that one! Sorry for the inconvenience. Let's get in touch so we can drive this to a resolution."
Here are some mistakes to avoid when managing customer reviews to maintain a positive brand image:
- Ignore reviews : Even if they are hard, they must be treated.
- Use generic answers: Customers see a response 10 km away that sounds like a robot.
- Waiting too long to respond to new comments: Hot feedback is the most popular, so let's get started! Stay responsive
- Respond only to negative reviews: No! Play fair: Don't just pamper those who complain. Why ignore happy customers?
- Respond in French to your opinions in foreign languages: Feedback in Spanish? No response in French. If we responded to your comment in French in Spanish, would you be happy?
- Google translation ? Be careful : A bad translation? A confused customer.
- Respond aggressively: An “fdp” in the answer is not the type of house.
- Try to delete negative reviews? : OK if it's really against the rules, otherwise, play the game.
- Make lots of spelling notes: It's a stain. You saw what I just did, right?
- Have a lot of opinions, but never communicate about them: Full of opinions? Talk about it, it’s gold for your image.”
Customer reviews can indeed be part of your marketing strategy to help you improve your income. For that :
- Regularly review the feedback received: This will help you identify recurring trends or issues.
- Engage your team: Make sure everyone, from sales teams to customer service, is on top of customer feedback.
- Update and train accordingly: If you see recurring problems, adjust your product or service accordingly.
“ChatGPT, please offer me a response to my following opinion: xxxx please”
Well, often you're not that polite to him.
ChatGPT: The digital solution (AI) that everyone is chasing! We cannot deny that it is the trendy and innovative tool of the moment. 🚀
But, is this the new secret weapon for effectively managing online customer reviews?
To answer this question, we put ChatGPT to the test for you.
Exercise ? Simple. We inserted a customer comment in Spanish and waited for ChatGPT's response proposal.
Here is the challenge:
"ChatGPT, please suggest me a response from this client: excellent location, a very nice area to walk, especially on weekends. Do the locals take good care of you?"
Analysis of ChatGPT for Customer Review Management:The initial response was fluent, but lacked a personal touch like a polite greeting. In addition, when faced with a comment in Spanish, the AI suggested a reply in French.
This led us to refine our request to obtain an optimal result.
After refining the query, we had to manually upload the response to Trustpilot for each customer review.
In summary :
ChatGPT excels at processing some customer reviews and getting inspiration. However, for massive review management, its use may be limited.
Free users may experience access restrictions. Additionally, the need to constantly modify the initial prompt to get the desired response can make you less efficient.
Trick :a well-detailed request increases your chances of getting a relevant response the first time.
After extensive exploration, we discovered the ideal prompt for ChatGPT when it comes to customer review management.
Don't miss our detailed video which guides you step by step on how to use ChatGPT's AI to respond effectively to your customer reviews and which reveals the magic formula for the perfect prompt
Looking for the best solution to respond to your customer reviews online ? Yes, it exists.
I introduce you SoLike, a generator of responses to customer reviews.
This artificial intelligence allows you to respond instantly to all your customer comments on all review platforms. (Yelp, my google review, booking...)
SoLike analyzes your customers' opinions with an AI model and suggests 3 suitable answers in the language of the commentary.
You can also choose the tone of your responses (formal, friendly or humorous).
SoLike's mission is to save you time writing responses to reviews without making it entirely automatic. You retain full control over the management of your online reviews.
Here are some response templates you can rely on while processing your reviews.
"Thank you for your comment! Our team is fueled by coffee, cookies and good humor. Glad that this is reflected in our service! 😉"
"They say laughter is the best medicine, but apparently good customer service is a close second! Thanks for making us smile with your review."
“Glad to learn that we are more effective than a cup of coffee in lifting your spirits! Thank you for your feedback. Looking forward to serving you… with a touch of humor as a bonus!”
"We always try to add a little festive touch to our customer service, a bit like a surprise confetti in an envelope. Glad you liked it! Thank you for your great review."
"We sincerely thank you for your valuable feedback. Your satisfaction is our priority, and we are delighted to know that our customer service was able to meet your expectations."
"Thank you for your constructive comment. We treat each request with particular attention, in order to offer our customers the service they deserve."
"We greatly appreciate your feedback. Rest assured that our team does everything possible to guarantee quality service and respond effectively to our customers' requests."
"Your opinion is valuable to us. We are happy to learn that you had a positive experience with our customer service and we will continue to work to maintain this level of excellence."
"We thank you for your positive feedback. The efficiency and professionalism of our customer service is essential to us, and we are delighted to see that you were able to benefit from it."
"Hey! Thank you so much for your feedback. It's really nice to know that you appreciated our customer service. Don't hesitate if you have any other questions or needs, we're here!"
“Thank you very much for your comment. It warms our hearts to know that our team was able to help you. Looking forward to seeing you again soon!”
"Hello! Glad to read your positive review. It's always nice to know that we were able to make a difference. If you need anything in the future, you know where to find us!"
“A big thank you for your feedback. We work hard to make everyone happy, and reading your comment is like a ray of sunshine in our day. See you soon!”
"So cool to read your comment. We're really delighted to have been able to satisfy you. Don't hesitate to come back to us if you feel like it, we're always here for a little helping hand!"
"Thank you for your feedback! We wanted our packaging to be beautiful enough that you would hesitate to open it. Mission accomplished? 😉"
"You know, our packaging undergoes intensive training in charm and elegance. Glad they passed their exam with you!"
"We always say that you shouldn't judge a book by its cover, but in the case of our packaging, we are rather proud of the exception! Thank you for your comment."
"Our packaging? Oh, they just spend two hours every morning getting ready to seduce you. Apparently it works! Thanks for your feedback."
“Thanks for your review! We always try to make the packaging almost as exciting as what’s inside. Almost… 😉”
"Thank you for your feedback. The quality of our packaging is essential to us, and we are delighted that it meets your expectations."
"Your opinion is very much appreciated. We take particular care in the choice and design of our packaging to guarantee their integrity and aesthetics. Thank you for letting us know of your satisfaction."
"We thank you for your comment. Our attention to packaging aims to provide an optimal experience for our customers. We are happy to see that we have achieved this goal with you."
"Thank you for taking the time to share your experience. Our packaging commitment is to combine both protection and presentation. Your positive feedback is confirmation of the success of our efforts."
"We greatly appreciate your feedback on our packaging. Rest assured that we will continue to maintain and improve our standards to best meet our customers' expectations."
"Hey! Thank you very much for your feedback. We're really happy that you liked our packaging. We put a lot of heart (and tape) into it! 😄"
"Hi! So cool to know that you liked our packaging. We like putting small dishes in big... boxes! See you soon for new discoveries."
"Hello! Thank you very much for your comment. We always try to make sure that the packaging is as cool as what's inside. Glad you liked it!"
"Hello! Thank you for your little note. We're really happy that you liked our packaging. It's always nicer when the container is as cool as the contents, right? 😊"
"Hey! Thanks for noticing our little effort on the packaging. We always want the experience to begin as soon as you hold the package in your hand. See you soon for new adventures!"
"Thank you for your feedback! We considered delivering by jetpack for a moment, but our good old method still seems to work wonders. Glad you liked it! "company name" 😉 "
“They say patience is a virtue, but why wait when you can deliver quickly? Glad our delivery lightning brightened your day!”
"Thank you for your comment! Our delivery people have superpowers: they deliver quickly, well, and... without a cape! (We'll save the cape idea for next time.)"
"Your opinion makes us excited! Maybe we should register our delivery people for the next Olympic Games in the 'Express Delivery' category. Thank you for your feedback!"
"Turtles are cool, but for deliveries, we prefer the speed of the hare! Thank you for taking the time to share your experience at lightning speed."
"We thank you for your feedback. Punctuality and efficiency of our deliveries are essential to us, and we are delighted to learn that you were satisfied."
"Your feedback is greatly appreciated. We do everything we can to ensure fast and reliable deliveries. We are pleased to see that we have met your expectations."
"Thank you for your comment. Our goal is to ensure deliveries in the best possible conditions. Your satisfaction is a real reward for us."
“We thank you for taking the time to share your experience. The quality of our delivery service is a priority, and we are delighted to know that it lived up to your expectations."
“We greatly appreciate your feedback on our delivery service. Rest assured that we continue to work tirelessly to guarantee quality service to all of our customers.”
"Hey! Super happy to hear that your delivery went well. We like it when everything runs smoothly. Thanks for your feedback! 😊"
"Hi! So nice to read that everything arrived in a flash. We always try to be as fast as our shadow. See you soon for your next order!"
"Hello! Thank you for your little note. We have a great team on the delivery side. They don't have a superhero cape, but they deliver seriously! Glad you liked it."
"Hello! Many thanks for your comment. Nothing pleases us more than knowing that you received your package in record time. That's what we're here for! 🚀"
"Hey! We're really happy that everything arrived safely and on time. We always want the experience to be great from start to finish. Thanks for your super nice feedback!"
"Oops! Looks like we didn't live up to our usual superpowers. I promise, next time, we'll try not to leave our cape in the locker room. Thanks for your feedback, we'll take it very seriously. serious."
"Thank you for your feedback. They say that Rome was not built in a day... But we will try to resolve this problem much more quickly!"
"We always wanted to be perfect... but it seems like today we were just human. Sorry for the inconvenience. Let's put the turbo into action to make things right!"
"Thank you for your feedback! We tried a new approach: 'be imperfect to be unique'. Well, apparently that was a bad idea... We'll take care of it!"
"Whoa! It looks like we had a bit of an 'out of sorts' moment. Thanks for letting us know. We're going to find our magic formula and make everything right!"
"We thank you for your feedback. We sincerely regret that your experience did not meet your expectations. We take note of your comments and will work to improve our services."
"Thank you for taking the time to share your experience. We apologize for the inconvenience and assure you that your feedback is essential to us. We will take the necessary steps to rectify the problem."
"We deeply regret that you encountered difficulties during your interaction with our service. Your satisfaction is our priority, and we will study your feedback carefully to prevent this from happening again."
"We appreciate your candor and would like to apologize for the inconvenience you have experienced. Your feedback helps us improve and we will ensure your concerns are addressed."
"Thank you for sharing your feedback with us. We sincerely apologize for the inconvenience you have experienced. Please be assured that we will take appropriate action to resolve this situation."
"Hi! First of all, really sorry for this hiccup. This is not at all what we wanted you to experience. We will take note of your feedback and we will do everything to rectify the situation. Thank you for having us warned!”
"Hey, thank you for sharing your experience. We're really sorry for this odd situation. Please know that we're here to help you and that we're going to work hard to ensure that it doesn't happen again. Let us know if You need anything!”
"Hello! Oops, looks like we didn't do the best this time. Really sorry about that. Give us a chance to make up for it, and we'll do everything we can to make you happy. next time."
"Hello, thank you for your feedback. We fell off our chairs reading your comment – we really want to improve and your feedback helps us. Sorry for the inconvenience and thank you for your patience."
"Hey, really sorry for this little slump. We're not perfect, but we're trying to be! Your feedback is valuable to us and will help us do better. If you want to discuss in more detail, don't Don't hesitate to contact us."
“We thought 'less is more', but it looks like we went a little too far with the packaging... Sorry about that! We're going to rework our packaging design... and maybe consult a good design book! 😉"
"Oops! We tried a minimalist approach... maybe a little too much? Thank you for your feedback, we're going to review our packaging standards. And we promise, we won't do it in origami this time!"
"Thank you for your feedback! We really wanted to surprise with innovative packaging... but it seems that our surprise has turned into... surprise. We're taking note and we're improving!"
"It seems our packaging team took 'think outside the box' a little too seriously... Sorry for the misstep. Please keep us posted!"
"It looks like we had a little 'artistic abstraction' moment with our packaging. We'll stick to the concrete next time! Thank you for your patience and understanding."
“We thank you for your feedback regarding our packaging. We regret that it did not meet your expectations and will take note of your comments to improve our future services."
"Your feedback on packaging is essential to us. We apologize for the inconvenience caused and are currently working on a better solution to ensure customer satisfaction."
"We have taken note of your comment regarding our packaging. Please be assured that we take these details seriously and will take the necessary steps to rectify the problem."
"Thank you for letting us know about your concerns regarding packaging. The quality of our products and their presentation are essential to us. We will carefully study your feedback to improve our service."
"We regret that the packaging did not meet your expectations. We take your feedback very seriously and are committed to reviewing our procedures to provide a better experience in the future."
"Hey! Oh boy, looks like our packaging wasn't up to par this time. Thanks for letting us know. We'll roll up our sleeves and see how we can do better in the future. Thanks for your feedback!"
"Hey, really sorry for this little problem with the packaging. Maybe we wanted to innovate too much? 🙈 Thanks for your feedback, that's how we improve. We'll take note and we'll adjust things! "
"Hello! Oops, we may have missed the mark on that one. Sorry about that. Your feedback is valuable for us to refine things. We'll take a look and improve everything. Thank you for your patience!"
"Hello! Well, it looks like we had a little misstep with our packaging. Thanks for pointing that out to us. We're here to make sure next time is perfect for you."
"Hey! Thanks for your review. Our attempts at originality with the packaging may not have been up to par this time. Sorry about that. We'll think about how to do better and, I promise, we'll take it into account your come back !"
"It looks like our delivery man has taken the 'schoolboy route'... a very long way, obviously. Sorry for this setback! We're going to provide him with a latest generation GPS and a compass for next time!"
"Oops! Our delivery service may have tried to break a record... in the 'slowest' category. Thanks for your feedback, we'll set the record straight."
"Hey, sorry for this little delay. We suspected our delivery man of having taken a detour via the Moon... but it seems not. We're doing everything we can to avoid interstellar detours next time!"
"We told our delivery team to take the time to appreciate the scenery, but maybe not that much! Sorry for the inconvenience. We'll step up our pace for next time!"
"Thanks for your feedback! Looks like our delivery team has opted for the snail method... We're going to seriously discuss speed and turtles with them. Sorry for the delay!"
"We apologize for the delay in your delivery. We understand the importance of on-time service and are taking steps to prevent this from happening in the future."
"Thank you for sharing your experience with us regarding delivery. We deeply regret the inconveniences encountered and are ensuring we review our processes to ensure better performance in the future."
"Your feedback is essential to us. We are sorry to learn that the delivery did not meet your expectations. We are actively working to improve our delivery service."
"We would like to apologize for the delay in your package. Your satisfaction is our priority and we are doing everything we can to resolve this issue as quickly as possible."
"We sincerely regret that you encountered difficulties with the delivery of your order. We take your feedback very seriously and we will take the necessary actions to improve our service."
"Hi! Oh dear, we're really sorry for the delay in your order. We know how frustrating it is to wait. We promise, we'll do what we can to make sure it doesn't happen again."
"Hey, thanks for your feedback. We're sorry about this little delivery mishap. We'll take a look and make sure everything goes better next time. Your patience is really appreciated."
"Hello! Oops, looks like we weren't great with the delivery this time. Really sorry for the wait. Give us a chance to make it up to you, and we'll do our best to accommodate you. "
"Hello! Sorry to hear that your order took a vacation en route. We are looking into the matter to avoid other unforeseen detours. Thank you for alerting us and for your understanding."
"Hey! Sorry for the delay. We wanted your package to arrive fresh and refreshed, but maybe not to this extent. 😉 We'll take note and work to make sure everything is perfect next time."