Comment gérer les avis Google : répondre, surveiller et améliorer

Si vous faites partie des 93% de consommateurs, vous consultez probablement les avis avant d’investir dans un produit ou d’aller au restaurant.

Les avis en ligne sont le nouveau bouche à oreille qui affecte les décisions d'achat des consommateurs de votre marché cible. Parmi les nombreuses plateformes d'avis en ligne, Google Reviews se démarque, attirant 73 % de tous les avis en ligne.

Les avis Google apparaissent juste à côté de votre fiche d'entreprise sur Google, persuadant les clients potentiels avant même qu'ils ne visitent votre site Web. Elles sont l'équivalent numérique des recommandations personnelles et pèsent lourd dans le processus décisionnel du consommateur.

Ainsi, gérer vos avis Google n’est pas seulement une bonne idée ; c'est un must.

Dans ce blog, nous partagerons les meilleures pratiques pour vous aider à gérer les avis Google, un aspect crucial de la réputation de votre entreprise en ligne.

Importance des avis Google

L’importance de la gestion des avis Google ne peut être sous-estimée. Ils jouent un rôle important [aft in what your customers are thinking and saying about you. They are social proof that show in detail to your customers about the quality of your products or services.

These reviews not only influence consumer trust but also impact your search engine rankings. Let us take a deep dive into 5 benefits of managing your Google reviews:

1. Google Business Reviews Increase Brand Trust

Positive Google reviews build trust by showing potential customers transparency and social proof of your business’s quality. Responding to both negative and positive reviews shows you care about customer feedback, further strengthening trust.

2. Increased Online Exposure and Local SEO

We are sure that Google search algorithms love customers’ Google reviews. Your customer reviews give signals that guide signals from business reviews. These signals are affected by aspects such as quantity, speed, and diversity of reviews.

A balanced combination of these reviews will assist your business toward the top of Google local search results.

3. Learn Through Customer Feedback Loop

Google Reviews provides a valuable feedback loop for your business. Every business review that you collect is like a survey for you and your team to learn from and act accordingly.

Each customer review reveals the following:

• Customer Satisfaction: Did you deliver a positive experience?
• Areas of Excellence: Where did you shine?
• Areas for Improvement: Where did you fall short?
• Specifics of their Experience: Which products or services were involved?

4. Better Click-Through Rates to Your Website

By earning five star reviews on the search engine results page can boost the click-through rates of your website. Positive customer ratings successfully attract new customers to your website, where they can learn more about your products and services. In short we can say that you can use Google Reviews to enhance your website’s appeal in search results.

5. Convert More Customers

Positive Google reviews left by happy consumers are a significant tool to convince customers to trust your products and services. When prospective consumers see positive reviews from other people, they are more likely to make a purchase. In fact, as per a research, on an average reviews lead to an 18% increase in sales.

Reviews can be the key factor in converting a lead into a loyal customer. When potential customers visit your page, you’re already close to achieving your goal. To seal the deal, it’s crucial to engage and motivate them to make a purchase from your business.

How to Manage Google Reviews

Google review management is not easy, especially if you have a big business that operates in multiple locations. Managing reviews on Google is difficult since it entails keeping track of multiple reviews, responding promptly to reviews and continuously analyzing all of that data.

You can use the following strategies for managing Google reviews efficiently:

Managing Google Reviews (for customers)

Your customers who write Google reviews can manage their reviews from their linked Google accounts. Google allows customers to:

• Edit the Google reviews shared by them
• View the reviews they have written so far 
• Remove or delete Google reviews 

Edit Google Reviews

Customers can easily edit their reviews with their Google account using the following steps:

• Step 1: Open the Google Maps website or mobile app.
• Step 2: Click on the menu icon (hamburger icon) and select “Your contributions.”
• Step 3: Go to the “Reviews” tab and find the review you want to edit.
• Step 4: Click on the three vertical dots (more options) next to the review.
• Step 5: Select “Edit review” to make changes.
• Step 6: Click on “Post” after making changes. 

View All Reviews

Customers have the option to see all the Google reviews they have written from the “Your contributions” section on Google Maps. This is how you can do it:

• Step 1: Click the hamburger icon on Google Maps.
• Step 2: Select the “Your contributions” option.
• Step 3: Go to the “Reviews” section to view all your reviews. 

Delete Google Reviews

Customers have the opportunity to delete a Google review they might have written for any business. They just need to follow these steps:

• Step 1: Open the Google Maps website or mobile app.
• Step 2: Tap on the menu icon (hamburger icon) and select “Your contributions.”
• Step 3: Go to the “Reviews” tab and find the review you want to delete.
• Step 4: Click on the three vertical dots (more options) next to the review.
• Step 5: Select “Delete review” and then click “Delete” in the confirmation prompt.

Managing Google Reviews (for businesses)

Google does not allow any business to directly modify customer reviews on their Google Business Profile. Your business can only monitor and respond to customer reviews on the dashboard.

As a business, you can effectively manage Google reviews through two methods:

Method 1: Manage Google Reviews from Google Business Profile Dashboard

• Step 1: Log in to your Google Business account and navigate to the business profile dashboard.
• Step 2: Locate and click on the “Reviews” tab to view all customer reviews.
• Step 3: Find the specific review you wish to respond to.
• Step 4: Click on the “Reply” button beneath the review.
• Step 5: Type your response in the provided box and click “Post Reply” to submit.

While this may seem simple, it is not a convenient way to manage Google reviews especially if you have to do it for multiple locations each day. Review management tools streamline the process of monitoring reviews across all platforms, responding to customer feedback, and analyzing customer sentiment.

Method 2: Manage Google Reviews Through Review Management Tools

A review management tool can launch a review collection campaigns and automate review collection through email and text campaigns personalized as per your specific customer journeys. In addition, it enables you to maximize review volume, filter negative reviews and ensure timely responses to all reviews.

Review management tools such as SocialPilot Reviews can help you to:

• Manage Reviews of Multiple Businesses and Storefronts
• Manage Multiple Businesses From a Single Platform
• Engage Customers With Swift and Professional AI-Powered Replies
• Identify and Engage With Key Brand Advocates
• Track Engagement Metrics for Precise Campaign Analysis
• Manage Negative Feedback to Drive More 5-Star Reviews

Managing Google Reviews (for multi-location business)

In today’s digital age, online reviews are more than just feedback; they’re powerful tools that shape customer perception and influence business decisions. For multi-location businesses, managing Google Reviews across multiple locations is crucial for maintaining a consistent brand image and driving local growth.

Here are five steps that will equip you with strategies and tools necessary to effectively manage Google Reviews for your multi-location business.

Monitor all Google reviews

Monitoring Google reviews is essential for addressing issues, leveraging positive feedback, and maintaining a strong online reputation. By tracking reviews across all locations, businesses can identify trends, resolve negative feedback promptly, and spot spam activity.

To streamline the process, especially for your multi-location businesses, capabilities like AI-driven responses, templates, and automation can ensure timely and consistent engagement with customers.

Respond to all Google reviews

Responding to Google reviews is crucial for building trust and credibility. As a business owner, you need to respond to both positive and negative reviews and that too promptly. This would show your consumers that their feedback matters, strengthen loyalty with current customers, attract new ones, and demonstrate that your business genuinely cares about their experiences.

Customers expect businesses to respond, and meeting this expectation can set you apart from competitors. Taking the time to engage with reviews reinforces your commitment to customer satisfaction and enhances your brand’s reputation.

Find and report fake Google reviews

We know that Google Reviews plays a very important role in giving good form to your business’s reputation, making it essential to address false or inappropriate reviews promptly. By removing harmful Google reviews, you ensure your online presence reflects genuine customer experiences and maintains trust with potential customers.

While Google’s automated spam checker detects most inappropriate reviews, some slip through the cracks. If this happens, take charge: report the review through your Google Business Profile to protect your reputation and ensure accurate feedback. Safeguarding your credibility starts with managing your reviews effectively.

Handle negative reviews

Handling negative reviews with care is essential for protecting your business’s reputation and building trust with customers. About 53% of customers expect a response to their negative comments.

So, whenever you receive negative comments, do not ignore it. Promptly respond to negative feedback and address concerns sincerely, and offer solutions. Ignoring or mishandling criticism can erode trust, while a thoughtful response can turn dissatisfied customers into loyal advocates.

You need to remember that your replies need to be visible to potential customers, shaping their perception of your business. Handle reviews with care to showcase your dedication to customer satisfaction and ensure your online presence reflects the values your brand stands for.

Analyze reviews to understand trends and customer pain points

Understanding Google reviews is important to uncover trends and identify customer pain points. As a multi-location business, you can identify recurring themes and gain actionable insights to improve products, services, and customer experiences. This proactive action will help you ensure your business is responsive, competitive, and customer-focused.

Why Businesses Need Review Management Automation

When you have multiple business accounts spread across different locations, it becomes very complex to manage customer Google reviews. Review automation can help you simplify Google review management.

Automation has proven helpful in optimizing the feedback process—something that would cost you hours of work and resources. With review management software, you can:

• Automate personalized responses: Respond promptly to customer feedback using AI review response capability
• Automate review request: Manage email and text review collection campaigns.
• Generate AI-powered consumer insights: Track customer reviews across review sites from a tool’s centralized dashboard.
• Share social proof: Schedule and automatically share positive reviews across social media to enhance brand visibility and trust.

There are other useful features, too. Say a customer leaves a negative review. Review automation software will flag this for you. This encourages you to engage with the customer to see if you can find a solution.

Introducing SocialPilot Reviews

Managing customer feedback doesn’t have to be overwhelming. SocialPilot’s review management feature is designed to streamline the process, making it effortless for businesses to handle Google Reviews with precision and ease.

Que vous soyez une petite entreprise ou une marque multi-sites, SocialPilot Reviews vous fournit les outils nécessaires pour maintenir votre réputation en ligne sans tracas.

• Tableau de bord d'examen centralisé : Suivez, surveillez et répondez à tous les avis Google à partir d'un tableau de bord intuitif. Cela signifie que vous n'avez pas besoin de jongler entre les plates-formes : SocialPilot Reviews vous permet de gérer les commentaires de manière transparente à partir d'un seul tableau de bord.
• Réponses basées sur l'IA : Que diriez-vous de gagner plus de temps grâce à des réponses intelligentes et automatisées aux avis ? Avec SocialPilot Reviews AI Pilot, vous pouvez rédiger des réponses réfléchies, en vous assurant que chaque avis reçoit la personnalisation qu'il mérite, qu'il soit positif ou négatif.
• Campagnes d'avis automatisées : Augmentez désormais votre volume d'avis Google avec des campagnes ciblées par e-mail et SMS. SocialPilot Reviews vous aide à mettre en place des campagnes en quelques minutes et à simplifier la collecte de commentaires pendant que vous vous concentrez sur d'autres priorités.
• Gestion des avis négatifs : Avec SocialPilot Reviews, la gestion des avis négatifs sur Google devient un processus proactif. Grâce aux réponses basées sur l'IA, vous serez en mesure de gérer les commentaires négatifs de manière rapide et professionnelle, transformant ainsi les clients insatisfaits en défenseurs fidèles.
• Outils collaboratifs : SocialPilot Reviews vous simplifie encore la vie. Vous pouvez utiliser l'outil pour gérer plusieurs sites sans effort grâce aux fonctionnalités de collaboration d'équipe, en attribuant des avis à des membres spécifiques pour des réponses plus rapides.

Grâce à la gestion des avis de SocialPilot, les entreprises peuvent prendre le contrôle de leurs avis Google, répondre rapidement aux commentaires des clients et établir des relations plus solides avec leur public, tout en optimisant leur efficacité.

Conclusion

La gestion des avis Google est essentielle pour maintenir une forte présence en ligne et favoriser la confiance des clients. En mettant en œuvre des stratégies efficaces de gestion des avis, les entreprises peuvent améliorer leur réputation, stimuler le référencement local et convertir davantage de prospects en clients fidèles.

Des outils tels que SocialPilot Reviews simplifient ce processus en proposant des tableaux de bord centralisés, des réponses basées sur l'IA et des campagnes d'avis automatisées. Que vous traitiez des commentaires positifs ou des avis négatifs, il rationalise le processus, garantissant que les entreprises peuvent se concentrer sur leur croissance tout en maintenant une expérience client exceptionnelle. Investir dans l'automatisation de la gestion des avis est essentiel pour garder une longueur d'avance dans le paysage numérique concurrentiel d'aujourd'hui.

Prêt à prendre le contrôle de votre réputation en ligne ? Essayez SocialPilot Reviews dès aujourd'hui et simplifiez votre processus de gestion des avis !