These tools can even send alerts and reminders.

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added value for existing customers who have encountered asimilar problem, and reassures potential customers who see that customerservice has a proactive approach to problems. Tip: While a large portion ofthose surveyed want companies to respond to their opinions, this does nothappen systematically. More than half of respondents (61%) say they have“sometimes” received responses to their opinions over the past two years, while34% have never received a response. If SMBs are having difficulty trackingcustomer reviews, review management tools can help their employees manage andrespond to them directly. Whatare the challenges posed by reviews? Online user reviews can be very beneficialto a

company's reputation and marketing, but they are not withouttheir drawbacks. Negative reviews, fake reviews and their appeal to customersare some of the things to watch out for for SMBs. Some businesses worry thatcustomers are only looking for negative reviews, but this pessimistic view Bulgaria Mobile Number List  isnot supported by our survey data. When asked whether they trust negativereviews more or positive reviews, 18% of domestic consumers say they trustpositive reviews and 17% trust negative reviews. The majority (65%) say they trustsome as much as others. Negative reviews may not have the impact somebusinesses might expect. On the other hand, doubt as to the authenticity ofcertain reviews can undermine customer confidence. More than half of

Quebecers surveyed (58%) think that at least half of thereviews published on a company's website are fake, while 37% believe that lessthan half of the reviews are not authentic. 2% of our survey participants thinkall reviews are fake. Tip: To reassure doubtful customers, companies can also publishuser reviews on third-party sites, not just their own. Nearly half of customerssurveyed (44%) say that having reviews posted on trusted review sites helpsthem determine their authenticity. SMEs can adopt software to integrateexternal online reviews on their own website. How do customers rate therelevance of a review? As soon as a potential customer accesses a company'swebsite, they glean information that will help them make a purchasing decision.