2. Create an actionable plan
Now that you know where and why you’re gathering reviews, it's time to create an actionable plan. This will include identifying and segmenting customers most likely to provide feedback, setting up a system for collecting customer reviews, and encouraging customers to submit reviews.
The following questions can help you create an actionable plan:
What online channels would you require to collect reviews?
Popular online channels include social media, app stories, and third-party review sites (such as Capterra, Software Advice, and GetApp). Once you decide which channels to use, create a system for collecting reviews on each one by using custom forms or integrating with automated review solutions.
How will you encourage customers to leave reviews?
You can also reach out via email campaigns or social media to ask customers who have purchased your products or services to leave a review. Encourage customers to leave reviews by rewarding them with discounts, promotional codes, or other incentives.
You can use our review collection service to gain verified software reviews and ensure that customers are prompted to leave reviews at the right time. To learn more about how it works, read how TeamUp raised 100 new reviews in two months by leveraging this service.
How will you respond to negative reviews?
Thirty-two percent of buyers disqualify or drop a software provider due to negative user reviews*. So it's important to ensure you're responding to negative feedback promptly and effectively. Keep your responses professional, courteous, and timely. Acknowledge any issues raised in a negative review and aim to provide solutions.
For example, you may offer additional support or resources to help the customer better understand your product. You can also leverage our "negative review response templates" to ensure you handle feedback professionally and efficiently.
How will you measure the effectiveness and success of your customer review strategy?
Track reviews, ratings, and comments over time to determine the effectiveness of your review strategy. Look at customer sentiment (positive or negative), analyze topics and themes, and identify any trends in customer behavior.
You can also A/B test changes to your review strategy and measure results. Finally, regularly assess customer feedback data to identify any areas of improvement.