When it comes to online shopping, customers are becoming increasingly reliant on reviews before making a purchase.
Positive reviews can undoubtedly help to boost sales, but did you know that negative reviews can also have a positive impact?
In fact, negative reviews can sometimes be even more effective in driving sales than positive ones. An experiment involving NFL hoodies has shown that the purchase intent among participants who had the strongest relationship with the league was 27% greater for those who read the one-star review than for those who read the five-star review.
In this article, we highlight how negative reviews can actually boost sales and shares tips on how you can get the most out of negative customer feedback.
Positive Effect That Negative Reviews Can Have on Your Sales
It may seem counterintuitive, but negative reviews can actually have a positive effect on your sales in several ways.
Here’s some of them:
Negative Reviews Provide Authenticity
Negative reviews can provide authenticity to your brand.
When all your reviews are overwhelmingly positive, it can seem too good to be true, and customers may start to question the authenticity of the reviews.
Negative reviews show that your brand is willing to accept feedback and work on areas of improvement. This can actually make customers trust your brand more.
Negative Reviews Highlight Pain Points
Negative reviews can highlight pain points that customers may be experiencing.
If multiple reviews mention the same issue, it gives you an opportunity to address that problem and improve the customer experience.
By responding to negative reviews and making changes accordingly, you can show customers that you care about their opinions and are dedicated to providing the best possible service.
Image credit: https://www.gowebtex.com/blog/negative-reviews/
Negative Reviews Help Make Informed Decisions
Negative reviews can help customers make informed decisions about whether or not to purchase a product.
If a customer sees a negative review that mentions a particular issue, they can decide if that issue is a dealbreaker for them.
This can save them the hassle of purchasing a product only to be disappointed later on, which can lead to more positive reviews in the long run.
Negative Reviews Create Discussion
Negative reviews can create discussion around your product or brand.
This can lead to more engagement on your website or social media channels, which can help to boost your online presence.
It also gives you an opportunity to respond to negative reviews and show customers that you are willing to work on any issues that arise.
How To Manage Negative Reviews
Dealing with negative reviews can be challenging, but it’s important to handle them in a professional and respectful manner to maintain a positive reputation for your Shopify-based site.
Here’re some tips following which will help you manage negative reviews effectively:
- Respond to the review: It’s important to respond to negative reviews in a timely and professional manner. Responding to the review shows that you are engaged and willing to address the customer’s concerns.
- Acknowledge the issue: Start your response by acknowledging the customer’s issue or complaint. This shows that you are listening to their concerns and are taking them seriously.
- Apologize: Even if the issue wasn’t your fault, it’s still important to apologize for the inconvenience caused. Apologizing can help defuse the situation and show that you are empathetic to the customer’s situation.
- Offer a solution: Offer a solution to the problem or issue raised in the review. This could be a refund, a replacement product, or any other solution that can help rectify the situation.
- Follow up: After offering a solution, it’s important to follow up with the customer to ensure that the issue has been resolved to their satisfaction.
Dealing with Negative Reviews if You’re on Shopify
With Shopify’s default functionality, you can moderate and respond to reviews, as well as customize the display of reviews on your website.
However, third-party review management apps can provide additional features such as the ability to filter and sort reviews, send review request emails, and automate the review collection process.
These apps may also integrate with other tools, such as social media, email marketing, and customer relationship management (CRM) platforms, allowing you to make the most out of user-generated content.
Let’s take the Webtex Product Reviews app for Shopify as an example.
With this app, you can encourage customers to leave reviews by sending automated review requests via email and customize the review form to fit your brand’s style and language.
The app also includes a review moderation feature, allowing you to approve or reject reviews before they are displayed on your store. You can also manage review display settings, such as the number of reviews displayed per page and the order in which they appear.
Webtex Product Reviews integrates with Google Shopping, allowing your reviews to be displayed in Google search results, which can improve your store’s visibility and credibility.
The app is also available in multiple languages, making it suitable for international stores.
Ultimately, the decision to use a third-party app will depend on your business needs and budget. If you have a large number of reviews or require advanced review management capabilities, a third-party app may be a good investment. However, if you have a small number of reviews and are just starting out, Shopify’s default functionality may be sufficient.
Negative reviews may seem like a setback, but they can actually be a valuable tool in driving sales.
By responding to negative reviews, addressing pain points, and showing customers that you care about their opinions, you can build trust and create a more authentic brand.
So don’t be afraid of negative reviews — embrace them as an opportunity to improve and grow your business.
Interesting Related Article: “How to Handle Negative Google Reviews“