How do I respond to negative reviews? ⭐️☆☆☆☆ 👎🏼
So one of your customers isn't happy. It happens to the best of us. The important thing is to do something about it, and we're here to help.
Step 1: Go to your "All Reviews" page.
Step 2: Enabled "Review Email Notification"
(PS. You can also choose whether you want to "Auto Approve" reviews, meaning auto-publish them, or to do so manually).
Step 3: Decide your maximum rating to be notified. In this example, we'll assume you want to be notified any time a review is 3 stars or less.
You choose that from the dropdown menu as such:
You're all set.
Now, assuming this is your unhappy customer. She left a 1-star rating. 😢
As soon as she submits her review or rating, you will immediately get notified by e-mail:
You can just hit reply to the same email:
(In this example we're using Gmail, but you get the idea).
Type your reply and hit send to have a conversation with the customer right away.
Most customers don't expect that level of care and it's likely she will change her mind, and if you're that good, she may even go back to the review and re-enter an updated (positive) rating and comment, which will override the old one. :)
If you click on "view in Conversio" in the original Review notification, you can also see all the similarly rated reviews in Conversio. This way, you learn what all these 1 star ratings have in common, and so on.
If you have further questions, you can always reach us at firstname.lastname@example.org