To build a strong online presence it’s essential to respond to your customers’ reviews and feedback. Whether the customer's response is good or bad, your engagement will let them know that you care.
Positive Online Reviews
When your customer leaves a positive review, we highly recommend that you write a public reply on the platform it was posted on. For instructions on how to do so through the Broadly app, check out our article on Responding to Google Reviews.
Negative Online Reviews
It’s important to respond to negative online reviews in order to show potential customers that you care and are willing to promptly address any challenges.
For guidance on how to navigate this tricky situation please refer to our article on Responding to Negative Reviews.
If the reviewer is not a previous customer of yours, you may explain that regretfully you cannot find them in your records while still following the best practices listed in the articles linked above.