Are you worried about online negative reviews about your business?
If you’re not, you should be.
Negative reports from customers can be extremely damaging to your website company. Consumers search online for reviews about your website company in an attempt to gain information about whether to do business with you.
You can be in business for many years, having served thousands of customers with excellent service - only to have one person blog about a negative experience with your compamy (regardless of whether you were wrong or not)... resulting in an immediate negative impact on sales.
How do you stop negative online reporting by customers?
You can’t. But you can take proactive steps to prevent this from happening. Provide your customer’s a tool for airing their grievances and resolving their conflicts. Most websites who have had customers post negative reports about their busines online did not provide a tool for customers to easily resolve their complaints.
If you don’t provide this type of tool, you greatly increase your risk of having a negative report published about your website business in a blog or other online forum. The result will cause your business to suffer financially the moment that report hits the internet.
Why do customers go online and publish their complaints?
There are a variety of reasons. Some will go online and publish a complaint about your company because they feel a need to be a watch-dog for the online shopping community. An extremely small percentage of consumers will do this simply for vengeance.
But the reality is, the vast majority of customers will work with you to resolve a complaint. We can tell you this, if all your customers are satisfied, none of them will publish a negative online report about your company. And part of insuring customer satisfaction is to provide process for which a customer can file a grievance, if the need arrises. Again, you can proactivley control negative reporting about your website business, but it is your responsibility to provide the tools to reduce, or elimitate, such negative reports.
Turn customers with complaints into customers who recommend!
A customer with a complaint is to be expected. Most customers will become a returning customer if they see that, even when something goes wrong, you will make it right. This can lead to these customers recommending your site to others in the online shopping community.
Our Complaint Resolution Engine
is your answer.
If a customer submits a negative report, our Complaint Resolution Engine monitors the complaint resolution process for you - to aid in resolving the customer's issue without damaging your rating.
If you maintain a sincere effort to solve the issue, then your rating will not be degraded. If the issue cannot be resolved, the complaint will not change your rating if you have followed the requirements (outlined in the software) to make an honest effort to resolve the issue. ICG does not judge the outcome - only the effort. We require that you make a diligent effort to resolve your customers’ complaint issues.
If a customer insists of assigning a negative rating to your company. and this customer has not made a sincere effort to resolve the issue - ICG may, upon full review and under the sole discretion of Internet Consumer Guard, choose to close the complaint without any negative effect on the rating of your company.