Reviews are the ultimate tool for customers to tell businesses what they think about their products or services. Think of reviews as a medium or log where a customer can tell you everything they need you to know about your business.
Social media has become a fundamental element of our lives, and online marketing is more common now than ever. Building an excellent online reputation through platforms like Yelp and Google Business pages is one of the multiple online marketing strategies business owners use. Facebook reviews are also part of these strategies, as Facebook continues to be one of the most successful social media platforms.
Learn about the usefulness of Facebook reviews, how to handle them effectively, how to promote them, and more here.
What Are Facebook Reviews?
Facebook reviews are a Business feature that has existed since 2012. Until 2018, the Facebook reviews feature was a traditional one. From then, Facebook began a series of changes, including Facebook recommendations.
One of the most prominent changes was the swapping of star rating reviews for the option of choosing whether a customer recommends a business or not. In the recommendation section, clients can add further information like text and pictures customers take.
The Benefits of Facebook Reviews
Having reviews/recommendations on your Facebook Business page provides numerous benefits. Here is everything you need to know about this powerful social media marketing strategy.
Boost Your SEO Rankings
Improving your Facebook business page’s SEO ranking through reviews is a possibility. Search engines like Google include the content users generate when searching, as it supplies authentic opinions from real customers. This delivers the chance to show potential customers you are committed to providing excellent customer service. It also lets clients see how active your engagement with your frequenters and newcomers is.
Pump Your Organic Reach Up
In addition to having great posts, reviews can help you improve your organic reach. Positive feedback is an excellent tool for this, as the person’s friends on Facebook might see it when they post a new review.
Since the new reviews will be shown to people who might not know about your business, this represents a chance to direct people to your page, which could result in an inflow of potential customers.
Gain More Credibility
Customer reviews are one of the most reliable sources for people who search for your business and its online reputation. Reviews become a trustful reference for potential customers, as they can help them see your company’s feedback management. Even negative reviews can help you, depending on how you monitor these and how you respond to the customers.
Earn Potential Customers’ Trust
Having reviews on your Facebook page can help customers trust your service beforehand. When a client comes across several positive reviews about your business, there is a higher possibility they will buy your products or hire your service.
Adding Reviews to Your Business Page
After creating your Facebook Business page and completing the profile information, adding reviews on your page is the next phase.
To add reviews to your page, follow these steps:
- Go to your Business page.
- Head over to Settings.
- Click on Templates and Reviews.
- You will find the Reviews option in Tabs. Click on it to activate it.
Once you complete these simple actions, customers will see reviews on your Facebook page.
Creating Your Facebook Review Link
Here is what you can do to get your Facebook review link:
- Start on your Facebook business page.
- You will locate the business page’s URL in the browser’s address bar.
- Once you have the page’s URL, all you have to do is add /Reviews/ to the URL’s endpoint.
By the moment you complete these steps, your URL should look like this:
https : / /www.facebook.com./YourBusinessPageName/reviews/.
You can use this direct link to help customers leave their reviews effortlessly by creating hyperlinks on your newsletters, emails, and other online communication tools.
Responding to the Great and Not-So-Great Reviews
You have activated reviews on your page and created a direct reviews link, so what is next?
Next, you must focus on one of the most crucial steps regarding online reviews and what can help your business stand out on Facebook: Feedback management.
Review management is fundamental to making your business stand out, giving it more credibility, and improving customer experiences. Facebook will send you notifications when you get new reviews, which will help you keep your reputation management organized.
How to Answer to Good Reviews
One of the most meaningful things when answering reviews, whether good or bad, is starting by addressing the customer’s name. Addressing their name can help you make the answer friendlier and less impersonal.
Next, let your customer know you are thankful for their great feedback. Let them know you are glad they like the products or services you offer. Following this, you can also tell them you are always trying to improve your company’s customer service, and their feedback is a great tool to know your business is doing things well. You ask for recommendations they might have and end by telling them you are looking forward to seeing and hearing from them again.
Handling Negative Reviews
Now, getting negative reviews can be frustrating for any business owner. Since customer feedback acts as a sort of social proof for people coming across your page, negative reviews can be something that plays against any business. Despite that, you can view these reviews as an opportunity to improve your business.
Business owners are not able to delete negative feedback, but you can answer their comments. This action can be helpful for newcomers, as it shows customers that you care about what they have to say, regardless of the nature of their review.
Answering a negative review requires openness to what the customers say and not getting defensive. Of course, doing both of these things can be a challenge for any business owner that wishes to have a successful company. Here are a few tips you can take into consideration:
- Thank them for taking the time to leave a review. Opening your answer like this is a method of showing your client you are grateful for their feedback, regardless of the bad experience.
- Apologize to them. Apologizing is better than creating excuses; the client will see you are handling the complaint.
- If needed, ask them for more details about their experience. Let them know you want to understand the situation better to have more resources to prevent other customers has a similar incident.
- Even if you are answering a negative review, try keeping it positive. Approach the situation from a place of understanding and learning desire. Remember that negative feedback can be an improvement opportunity.
However, online reputation management is not always about answering. You might get malicious reviews sometimes. In that case, you can resort to Facebook’s help and report it.
Reporting Reviews: A Crucial Tool
You might find that something in your reviews section does not make sense, such as a customer talking about another business. In that case, you won’t need to report it. Letting the customer know they might have posted their review on the wrong page is a fantastic way of approaching this situation, as the customer will probably see their mistake and delete the feedback.
But what if you believe a review is fake? or get feedback full of hateful language? In those and many other cases, you can report them. To know when to report a review, check Facebook’s community guidelines.
Once you see if the review violates Facebook’s community standards, you can start reporting it. There are two ways to do it: on their website or the mobile app. You can do your report from either of these options following the same steps.
To report reviews on a Facebook Business page, this is what you must do:
- Once you spot the review you want to report, you will find three dots in the top corner of the comment.
- Click on Report Post.
- From there, follow the instructions provided on the pop-up page.
- Click on Submit, and your report will be complete.
After completing the process, Facebook will review your request and let you know if they approve it.
Promoting Your Reviews
We all know it is better not to ask for positive reviews from your customers. Nevertheless, you can promote them.
Letting your customers know they can find your business on Facebook is an excellent way to start. This search could motivate clients to write a review for your page. As shown above, you can also provide a direct link feedback linked on your emails or newsletters.
There are some offline strategies you can implement, too. Adding a sign informing your customers about your Facebook Business page is an effective way of promoting it and having the possibility of getting reviews.
Frequently Asked Questions
Can You Delete Reviews?
No, business owners cannot delete the reviews they get on their pages. All you can do is report them.
Can a Banned Person Leave a Review on Facebook?
No, a banned person cannot leave a review, interact with your content, or post on your page.
Do Facebook Reviews Show Up on Google?
There is a chance Facebook reviews will show up on Google when a customer searches for your business.
Why Can’t I See My Reviews on Facebook?
If you have enabled the reviews tab on Facebook, but are unable to see every comment you get, customers might not be posting their reviews under the Public option, which ensures their feedback is seen by everyone.
Can I Customize Who Sees My Reviews?
As the owner, all you can do is deactivate the option of getting reviews. As a customer, you can select who sees your reviews in the Sharing option of the pop-up page.
Conclusion
Offering top-notch customer support and experience both online and offline is crucial to building a remarkable business reputation. Reviews are part of the tools that can help you with this, and reviews from Facebook are one of the most popular ways customers decide whether they will invest their time and money in your business.
By becoming a Facebook review master, you can put your brand on potential customers’ radars. Connecting with your clients online, paying attention to what they are saying, and making sure to implement their recommendations are essential efforts for the success of your business.
