30-second summary:
- Customer reviews are a powerful tool that helps businesses understand what they are doing right and where there’s room for improvement.
- To efficiently collect client reviews, use multiple channels to encourage users to share their feedback both internally and on third-party platforms.
- Negative customer feedback is especially precious as, if handled properly, it helps businesses grow and offer better service.
- Social media can help you build a positive brand image, you just need to engage with people mentioning your brand and start building relationships with influential figures in your field.
Businesses tend to think that it’s better to get no reviews than to get bad ones. We at SE Ranking, have an opposing view – for us, customer feedback is always a blessing, be it positive or negative. We have developed a system of collecting, processing, and responding to user reviews that is beneficial both for us and our customers.
Over the years, we’ve built an engaged and motivated community of clients who help us shape our product. They are not just people who happen to use our platform, but also our consultants, partners, and friends who know that their feedback is always appreciated.
I’m Maria Kazakova, reputation manager at SE Ranking, and in this article, I’ll share our experience of gathering user feedback and using it for the product’s sake. The guide will be especially useful for SaaS products.
How to encourage users to share their feedback through different channels
Leaving reviews takes time, so normally users don’t rush to your contact us page or review platforms unless they had a remarkably positive or exceptionally poor experience. Our task as a business is to provide users with opportunities to easily share their feedback across different channels. This is how we do it