With over 33 million local reviews on Yelp alone, it’s clear that consumers are sharing their opinions online. Not only that, but they’re listening, too: 72% of consumers say that they trust online reviews as much as personal referrals. Whether it’s a review, a detailed article on someone’s blog, or an offhand comment on Twitter, customers are talking freely about businesses -- and businesses should be listening.
Understanding Reviews and Mentions
Online comments can be broken down into two separate categories: structured and unstructured. Our system hunts for both of these groups and makes it simple to track what people are saying wherever they’re saying it.
Structured mentions are easy to interpret because they are already classified or ranked in some way. These include reviews based on numerical or star ratings that come from sites like Yelp or UrbanSpoon.
Unstructured mentions come from anywhere on the web where someone has mentioned your business without giving it an explicit rating. For example, tweets, blog posts, and news articles.
Our system automatically determines the sentiment of unstructured mentions, making it easy to see if the writer was satisfied or dissatisfied.
Responding to Reviews to Build Customer Relationships
Monitoring online reviews and mentions is important, but businesses that actually respond to their customers can set themselves apart from the competition. Taking the time to reply to online reviews builds trust with consumers, which translates into higher loyalty and increased sales.
Find a bad review? Businesses can respond with an apology, explanation or incentive to win the customer back.
See a positive review? Spread the word! Share it around multiple social networks with a click of the ‘Share’ button.
A study from Harvard University found that a 1 star improvement on a restaurant’s average Yelp score increased their revenue by 5-9%. Clearly, online reviews influence customer actions, and with VendAsta’s Reputation Monitoring software, monitoring and responding to online chatter becomes quick and simple.
- Find the reviews and comments that businesses don’t know exist
- Improve customer service and public image with punctual responses
- Take negative feedback as points for business improvement
- Offer dissatisfied customers apologies and incentives to win them back
- Publish positive reviews in marketing and social media to win new customers