Gain Meaningful Feedback from Online Customer ReviewsMay 19, 2017
We are thrilled to introduce a brand new social capability to our ever-growing arsenal of tools.
Launching in June, all core DSplus social packages will include a Review Solicitation email component which will enable us to reach out to customers and gather feedback within 48 hours of their visit to your dealership.
As we all know, customer reviews are a precious commodity that, at times, can be even more valuable than recommendations from friends and family. With an astounding 89% of car buyers reading online reviews prior to purchasing, it is of the utmost importance to make sure you have a plethora of positive reviews across your networks and are responding to them accordingly.
That’s where Review Solicitation comes into play.
It’s important to note that asking customers for reviews requires a delicate process. We believe requesting customer reviews requires a friendly interaction that encourages customers to provide feedback without being demanding. By letting your customers know that you care about their feedback, whether it’s positive or negative, they will be more likely to leave a review about their experience.
Here’s how it works.
Within 48 hours after a customer purchases or services a vehicle at your dealership, they will receive an email inquiring about their recent experience. If they had a good experience, the customer will be prompted to leave a positive review on one of the review sites such as Google+, Facebook or Yelp.
If they had a poor experience, the customer will be asked to provide details on their experience and an email with their response will be immediately sent to the dealership.
You will then have the opportunity to reach out to the unhappy customer, before they leave a negative review. The goal is to reach the consumer offline before they publicly air their frustrations about your dealership online.
By promptly following up with customers after visiting your dealership and asking for feedback, you’ll not only increase the number of positive reviews, but you’ll have a better sense of what your customers think and what can be improved within your dealership.
To learn more about our certified Social Media and Reputation Management program or the Review Solicitation capability, please contact your Account Executive or visit dsplus.co/toyota-social.