We all know how important reviews are for building your online presence and attracting new customers, but beyond the volume of reviews and your average score, it’s also important to use reviews to engage with customers. Thanking customers for positive reviews is a great way to continue to build on your positive relationship, and show them that you value the time they took to support your business. Moreover, we all know how difficult it can be to deal with a less than perfect review. Everyone has one or two one-star reviews, but not everyone responds to them appropriately, or at all. Responding to a negative review is so important, and not just for the customer who wrote it. You’re also making an impression on prospective customers reading the reviews while deciding whether or not to do business with your shop. Your response should show that you take your customers' experience and satisfaction seriously by addressing that customer's concerns and working to resolve any problems that resulted in a low score.
Now from within Kukui’s Control Panel, you can publish your responses to Google reviews, allowing potential customers to see the responses and the way you interact with customers. When replying to a review, there is a button to save the reply and publish it to Google, all in one step.
Allowing responses to Google reviews to be made public is just one way Kukui makes it easier for you to manage your online presence and reputation. Reach out to your Client Marketing Specialist for assistance with Reviews or to learn about the other ways we can help you achieve your goals!
Carissa Long, Product Manager