How to Respond to a Fake Google Review
Online reviews both positive and negative, have been shown to have a crucial role in both attracting and retaining customers, only negative reviews are by far the most impactful factor in driving business. Nevertheless, not every negative review is real, and knowing how to respond to fake reviews can be the divergence between growing a customer base as opposed to barely hanging on to ane.
- Near platforms, such as Google, have an like shooting fish in a barrel-to-apply review flagging organisation for businesses to initiate an investigation into a potential fake online review.
- Studies accept shown that upwards to 30% of all online reviews are fake.
- Responding direct to fake reviews should be washed concisely and politely and include a telephone call to action to contact your concern directly in order to resolve an issue and confirm a record of the transaction.
Dealing with fake reviews comes with some basic guidelines any business tin use, meaning there's no reason to allow a malicious bot (or human) ruin the difficult work you've put in edifice a reputation. So if there's a dispute, call back that providing first-class customer service will prove confidence in your services or products.
18-carat customer experiences normally rely more than on nouns to give details, while fake reviews lean heavily on verbs and "action" to create the illusion of authenticity.
How to Spot a Fake Review
Studies have shown that well over 90% of consumers say they look at online reviews and customer feedback before making a buy decision, and negative reviews have up to 12 times the impact on business as positive reviews, and so knowing how to respond to a false reviewer leaving negative feedback is a must.
Earlier that, however, yous'll demand to know how to spot them. At that place are 5 like shooting fish in a barrel ways to spot a false or paid review online:
- Few details- describing an experience with a product is difficult if it never happened, and one of the key giveaways of a fake review is a notable lack of details in the description of an feel
- Far more than verbs than nouns- Genuine customer experiences usually rely more on nouns to give details, while fake reviews lean heavily on verbs and "action" to create the illusion of authenticity
- More first person pronouns- simulated reviews will tend to lean heavily on "I" and "me", again to lend actuality to the review, whereas bodily customers will focus more than on details with less orientation on themselves
- 1 star or 4 star reviews- Giving the highest rating possible or the lowest 1 possible are often signs of a fake review- most actual customers have more nuanced opinions and are eager to make that clear if they're going through the trouble of leaving of a review
- Sketchy review history- A reviewer with no other reviews, or a not bad many reviews using very similar linguistic communication are oftentimes signs of a fake account. Most vendor sites allow you lot to search reviewer histories.
Responding To Imitation Reviews
If you've determined or strongly doubtable a review is fake, the next step is either to have it removed or, if you lack definitive evidence, answer with a polite and concise statement that your records don't testify whatever buy or transaction with the reviewer.
Most review platforms take a arrangement bachelor to flag reviews for issues such equally this. Google My Business organisation is fairly typical and includes a few simple steps:
- Hover your mouse of the suspected fake review and a flag icon will announced
- Click on the flag and you'll be redirected to a policy violation folio
- Enter your company's email address and the violation blazon and press send
- Expect for a response from Google- this tin can take a few days in some instances
- If a review contains extreme or abusive language, you may wish to also contact Google Small Business Support and explain why you doubtable a review is faux and any Google policies it may be in violation of
- If Google determines the review has violated its policies, y'all'll be emailed with a confirmation that it's been removed
Having a false review removed tin be difficult depending on the platform. Google, for example, allows anonymous user names that are hard to verify as belonging to an bodily person, and they won't necessarily have a business simply claiming a reviewer never shopped with them as reason enough to remove the review.
When this happens, the adjacent footstep is to engage with the reviewer straight. As stated earlier, this response should be thorough, just polite and equally curtailed equally possible. A good example text would exist:
Howdy (proper noun of reviewer),
"We take customer feedback very seriously and would similar to accost your frustrations and hopefully detect a positive resolution. Unfortunately, we can't currently find a record of any transaction or purchase with united states of america. In club to help you further, we'd appreciate it if y'all could contact (email address/name of service rep) with your full name and email then that nosotros could get forward with a resolution. Thank you for your feedback, nosotros hope to hear from you soon."
If you don't receive a response in a fairly timely manner, you can contact the platform again to report a non-response, which volition often be enough to have the offending review removed.
Note: Hither are some other guidelines on how to answer to negative reviews when they happen.
F.A.Q.
What tin you do if another business leaves a simulated review?
It's non uncommon for competitors to hire a subcontractor in some other country to exit a fake negative review. With many larger platforms such as Google, you may not accept to take whatsoever action, and the platform will be able to detect the fake review itself and accept it removed. Otherwise, you may have to accept action such as flagging the review and contacting the platform'southward pocket-size business organization support team.
How can I spot a faux review?
Common signs of a faux review are verb instead of noun-heavy text, reliance on personal pronouns instead of detailed descriptions, and a spotty review history on the reviewer'due south part.
How can I remove a fake review?
Information technology depends on the platform, but most platforms have some sort of review-flagging organisation in improver to a small business organization support organisation for escalating issues with reviews suspected to be in violation of the platform'south policies.
STAT: Studies show that almost 15-30% of online reviews are false (source)
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Source: https://www.gadgetreview.com/how-to-respond-to-fake-reviews
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