If you can learn how to react to Tripadvisor reviews, you can show guests that you care about the feedback of their customers, and show that you value their experience. Your response to an Tripadvisor review will also make an impression on potential guests, and can influence their booking decisions to your advantage.
Why do we respond to Tripadvisor Reviews?
If you're not responding to reviews on your Tripadvisor for Business account, you're losing opportunities to create new business.
The research of industry researchers indicates:
Tripadvisor is a trusted source for information about travel and is ahead of personal recommendations as well as tourist boards websites.
83 percent say Tripadvisor reviews help them feel more confident in their travel choices, and 96 % of hospitality companies around the world say that reviews have a significant impact in helping to generate reservations.
Hotels and accommodation properties which respond to Tripadvisor reviews enjoy 17 percent higher levels of engagement, and have a 21 percent higher chance to be contacted about bookings than properties that do not respond to Tripadvisor reviews.
Tripadvisor helps make it 24 percent simpler for businesses to respond to over half of their reviews.
Hotels and B&Bs that reply to 65 percent of their reviews earn an average rating of 4.15, compared to only 3.81 for those who haven't been able to respond to every one of their customers review.
The more engaged the business's owner is -- especially when it comes to responding to Tripadvisor reviews, the more interested the user is in the company.
How do you respond to Tripadvisor's Positive or Negative Reviews?
After you have registered and verified and verified, you'll be able to access the Management Center by clicking "Your Business" in the upper-right corner.
If you have received review notification emails You can also select the "Respond to Reviews" link in the email. Then:
Click on the "Reviews" tab on the menu at the top and choose "Respond to Reviews."
Click the Tripadvisor review that you wish to make a comment on. Click the link that appears in the sidebar. Reviewers can be filtered by title or rating, language, and the status of your response.
In the box provided in the provided box, write your response to the review. There is no limit on characters but remember: nobody would like to read an essay.
Click on the "Submit" button.
Before writing your Tripadvisor review response, make certain to review the website's Management Response guidelines. Your response must meet these guidelines before it is published.
Strategies on How to Respond to Tripadvisor Reviews
Tip 1: Do it immediately
When you respond quickly to a review on Tripadvisor by responding quickly, you demonstrate to customers that you are serious about customer service. It also allows them to listen to your perspective as soon as possible.
Tip 2."Thank You "Thank You"
These two words are a great way in showing travelers that your business is a firm that values customer feedback, regardless of the sentiment.
Do not respond in a generic way that does not address the specific issues raised in the review. Sometimes even positive comments and five-star ratings may include points of concern that the user would like to discuss with you.
Don't Lose Your Cool
Negative reviews can be damaging, but you can preserve your brand's reputation by being courteous and professional with Tripadvisor users.
Remark the Positives
You must highlight any good comments or feedback you received within your Tripadvisor review. If you believe it's appropriate, mention any related services or upgrades you wish to communicate to prospective customers.
Incorporate tools that improve efficiency
Tripadvisor reviews can take quite a long time, especially for multi-location hotels and global chains.
For efficiency, think about buying review management software to centralize your reviews . This will aid your business in staying in the loop of what your customers are saying. It's not a good decision to sign in and out of each Tripadvisor listing manually.
Few things can be more influential for business than a dissatisfied customer. Regardless of your brand's industry or even if you have the best product available there's a chance that you'll get a few negative reviews now and then -- and these bad reviews matter immensely. People look for social proof when making a purchase decision. Negative reviews can turn them off.
This is Justin Cook, Khoros Marketing General Manager. Learn more about Justin at the end of the post.
Even though your brand might not be perfect, it is vital to address negative feedback that may arise. There's no chance to win the buyer's trust if you don't.
Here are the four most important tips to be aware of when dealing with negative online reviews.
Don't Wait, and don't Hide
Responding to reviews with negative reviews should be quick and transparent. If a customer leaves an unhappy review, the review isn't the end of the road. Customers are expecting to be addressed quickly. The response should be within 24 hours at the most. But, it is best to respond earlier.
Customers might be happy with responses from brands If they are provided with the opportunity to resolve their issue quickly. They may also alter their original complaint to be more favorable. This is how crowdsourcing can be accomplished.
Find Them First
Online reviews can come on a wide variety of websites and channels like Google, Facebook, and Yelp among the most popular. It is easy to miss the negative reviews -- an excellent method to perish from a valued customer. Since today's consumers interact with brands frequently on social media, it's quite likely that a significant portion of your brand's discussion happen on the same platform, even if your brand isn't directly linked.
This is where a social media monitoring tool can be of assistance. They can be used to keep track of not just the social media platforms that you are using as well as review sites and other social channels to find out if there are any discussions or questions regarding your products, brand, and even your industry. It's not just a way to keep track of the conversation; it will also give you more efficiency when responding to negative remarks.
Meet the Person
The trust of customers is one of the main factors driving the consumer's loyalty to brands today -- second-highest priority after price. It's time to take that into consideration. People are more interested in trust even than expertise, and that's doubly true when it comes to customer support. When you need a useful source about review, check out this site.
Highlight the Positive Without Ignoring the Negative
The most effective customer service teams as well as social care teams and contact centers do not think of responding to reviews that are negative as damage control. They see these negative reviews, however cliché they may sound, as opportunities to connect with customers and to improve the customer service metrics. It is important to thank the feedback of customers. This example illustrates.
It is essential to address feedback from customers positively. By keeping the tone of the conversation light and positive, you can shift the focus toward positive outcomes.
Negative reviews can be a source of frustration and even confusing for brands, but it doesn't mean they'ren't important. Actually, some research shows that negative reviews can be extremely valuable, as long as the problem is addressed. To build trust with customers, it is crucial to address negative feedback. Do not respond to those who are unhappy. Instead, you should respond quickly to your customers through the channels they prefer. Keep it personal, lighthearted and solution-oriented. With a strategy like this negative reviews could turn into positive experiences for your company and customers too.