No matter how large or small your company is, you need to make a point to sort through customer feedback. Feedback in the form of reviews is probably one of the best ways to learn about what your company is doing right and what it isn't. The consensus among many business owners is that only small businesses really pay attention to customer reviews, but that isn't true. According to a BuyerView report by Software Advice, businesses with more than 500 employees were more likely than small businesses to pay close attention to customer feedback. Still, numbers for both large and small companies were high with 87 percent of large and 70 percent of smaller businesses utilizing and interpreting reviews to improve operations.
TeamSupport is proud to be ranked one of the most popular #CustServ vendor on @SoftwareAdvice’s 2015 list. The ranking is unique because they assign a popularity score based on a survey of real users, brand search traffic, and social followers (instead of overall revenue and number of licensed users).
With so many options available for customer support software today, it's hard to decide which one to use. Although the growing availability of SaaS or web-based software has made the purchase decision a little less risky, you still don't want to end up with a helpdesk solution that you'll need to change in a few months. The time involved with setting up a new system, training your users, and migrating data is not without cost, so you want to choose a software that will meet your needs - both now and in the future.
In Part 2 we addressed what buyers are looking for when they consult online reviews and how to collect them, including supporting stats from the research conducted by Software Advice, in their survey of 386 B2B software buyers.
- 71% of buyers will only consider reviews written in the past 6 months
- 47% of reviewers said being asked for a review didn't bother them at all
- Half of users actually leave reviews to provide product feedback re: feature requests and bug fixes
Now that we understand the importance of reviews, as well as why people leave them and how to collect them, it's time to address the scary part - What about negative reviews?
In Part 1 we addressed why online reviews are an important part of your growth strategy, and included key findings from the research conducted by Software Advice, surveying 386 B2B software buyers.
- 75% of buyers consult online reviews before purchasing business software
- buyers who consult online reviews ahead of time are 15% more satisfied with their purchases
- 59% of buyers are very likely or extremely likely to choose a product over it's competition based on more favorable online reviews
So now that you understand the importance of online reviews, we're going to address what buyers are looking for, how to collect reviews, and how to make your reviews work for you.