3. Boosting customer satisfaction with ProvenExpert
Aggregate reviews from other customer review platforms
Today's surplus of customer review platforms can make it tough for both consumers and businesses to keep track of all the reviews and ratings out there. For businesses, it's important to be able to know where and when incoming reviews are posted by customers, patients, clients, etc. in order to be able to respond to them. But it requires a lot of time and energy to browse every review website looking for new reviews.
So how can you streamline this process? An effective solution is to aggregate all your online ratings and reviews across all platforms. ProvenExpert lets you import your reviews from other customer review platforms
into a single profile. This feature makes it easy to keep track of all incoming feedback - no matter where it's posted — with a convenient, central overview. ProvenExpert also aggregates your rating scores from other platforms and factors them into the overall score displayed in your profile. So there's no need to pick and choose which reviews to pay attention to — with ProvenExpert, you can have it all.
Customer review platform for service providers
Originally, customer feedback and recommendations were limited to products. Customer review platforms then gradually began adding support for reviews of service providers as well. Today, there are a number of industry-specific customer review platforms where consumers can provide and find feedback on nearly any service imaginable — hair stylists, physiotherapists, doctors, real estate agents, solicitors — before making a final purchase decision.
Since it's difficult for consumers to judge the quality of a service before actually using it, customer recommendations and reviews have become enormously important in making an informed purchase.
Active review collection
If a service provider doesn't have a large customer base yet or hasn't collected many reviews, negative feedback can pose a considerable threat to their company's reputation. This is why it's so important to actively collect reviews and ratings and encourage satisfied customers to share their experiences and thus help shape the company's online reputation and public image. Unfortunately, it's typically the more dissatisfied customers who voice their opinions by posting negative feedback and reviews on customer review platforms.
So it's vital to actively get your satisfied customers to join the mix and provide their own opinions. And when customers are happy with your services, they are often more than willing to give positive feedback.
Studies have shown that products and services coupled with a positive review sell 200 times better than products and services without reviews or ratings. Actively collecting reviews and ratings through customer review portals can have a lasting positive effect on a company's conversation rate and, consequently, its revenue.
Survey templates for service providers
Many service providers lack a way to quickly and easily collect customer feedback. Actively managing customer reviews and ratings can amount to a lot of work, especially if you have to analyse individual hand-written surveys to figure out how satisfied your customers are.
So, how can service providers quickly and easily collect the qualitative feedback they need?
With ProvenExpert's industry-specific surveys and questionnaires, service providers have a number of quick and easy ways — both online and off — to send out customer survey invitations. The questionnaires offer up to 60 survey sub-criteria to choose from, but can also be filtered according to categories such as service, performance, cost-performance ratio, and more. Reviewers can also provide their own feedback text to help clarify the ratings they've given.
ProvenExpert now offers survey templates for more than 40 industries, including architecture, car sales, coaching, construction, events, financial services, photography, gastronomy, hotels, IT services, real estate, legal services, accounting, insurance, and more. Service providers simply need to select the survey for their industry to start collecting concrete feedback and assessing the quality of their services.
Customer ratings on search engines
Plenty of customers today use popular search engines — first and foremost Google — to find the right service provider. Searching for local service providers on Google displays the top three Google My Business results for your area, including Google star ratings. These prominent listings draw more attention to local search results than to those in the standard search results list. The Google star ratings next to the listings show how satisfied customers are with each service provider. This gives consumers an idea of whether a given service provider is right for them, even before clicking on the results. With these five tips for local searches, we'll show you how service providers can include their businesses in local search results
Local search results are listed organically. Rating stars are important here, too, since they help to draw attention, and potential customers are much more likely to trust businesses with reviews and rating stars than those without.
ProvenExpert lets you integrate your Google star rating into your website and ProvenExpert profile. By adding Rich Snippets, you can include your Google star rating in your organic search results listing and drive more traffic to your website. This, in turn, improves your ranking in the organic search results. You can read more about this in a fascinating guest entry
in our blog.