Word of mouth communication is an essential part of selling, as honest reviews about a product can go farther than many marketing campaigns. With the Web at the disposal of consumers, conversations happen online, and in these conversations, people give the honest truth about what they’re buying. These reviews, both bad and good, are influencing another consumer’s intent to purchase.
According to Software Advice’s Online Software Reviews and the Power of the Crowd study, the reviews of business software products have the power to sway the purchasing decision of others; according to those surveyed, 75 percent have consulted online reviews before initiating a purchase.
Reading testimonials or reviews of a product or business is an essential part of the purchasing process for your potential customers – they want to get first hand insight from your previous or current clients. The survey also revealed that buyers who have consulted online reviews were more satisfied with their purchase in the end.
Of course, reviews show and tell all, but even the bad provides an essential balance to the opinions of customers. Software products that had a healthy mix of positive and negative were perceived to be more “trustworthy” to potential buyers.
Customer opinions are more than just information, they are an opportunity for brands to engage with their shoppers and build long-lasting relationships. People want to know they are being heard. Through the act of leaving an online review and establishing a relationship with the business, feel like they have a voice and are able to feedback in a meaningful way.
The online customers of today are switched on and informed. They want to read what other people have to say about your products or services and what their experiences have been
Having tools in your tool box, like customer support software, ensure that companies can manage customer inquiries better, thus increasing the likelihood of a positive review on your product or service. Companies like TeamSupport help improve customer service through intelligent ticketing software to better streamline the help desk process.
The biggest obstacle for any business is building trust between brand and customer. Nobody wants to have bad reputation. Good quality products, reliability, and helpfulness all add up to the way customers perceive the businesses they patronize, so offering the best customer support through intelligent software is like a keystone in the arch of reviews.
Reviews are powerful and when used effectively they can help you boost sales. How does your support software help you build better reviews?
Edited by Maurice Nagle