History of Online Reviews

It’s finally September! That means back to school, the start of fall, and the start of football season. With all the kids going back to school, we thought it would be a good time to have a little history lesson, SureCritic style! So gather around, today’s lesson is the history of reviews and how their importance has been growing since the start! It all started out with the comment card. The comment card allowed for customers to leave businesses feedback to help them improve but it wasn’t always effective. Businesses would have to resort to relying on customers recommending them…

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Why Verified Reviews are More Important Than Ever

Lately, there has been concerns brought up in the media about fake and non-verified reviews on. Everyone at SureCritic holds these concerns in high regard. It is a major issue in the customer experience world because: You don’t know if this person actually bought the product or went to the business.  There’s a chance that the review is fake and has been created by someone who has a nefarious agenda. The problem with fake reviews is that they don’t accurately reflect a business or a product and can be misleading. They don’t portray the customer experience correctly. 86% of customers…

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Why business’ should care about their online reputation

Businesses need to manage their online reputation. In today’s world, people search for reviews about businesses and products before buying or visiting. In fact, 88% of consumers trust reviews as much as personal recommendations. A negative review or comment about your business or product will have a negative impact on your business. So if you aren’t monitoring what people are saying about your business, you could be losing out on customers. 89% of customers read business’ responses to reviews. That’s why you’ll want to make sure that you address all comments and reviews. Yes, even the negative ones. If you…

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Do this one thing and your business is set for 2019..

Making a New Year’s resolution and sticking to it can be difficult, not just on a personal level, but with your business too. Oh yes, your business should have a new years resolution too! There is always room for improvement! Online presence? Faster turnaround? Hell, better coffee? There’s usually something. The important question is, how do you learn and evaluate your areas that need improvement? The absolute best way is to hear directly from your customers. It is important to implement a channel for your customers to give you feedback. Reviews It is a widespread fact that reviews help your…

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Blog Series: Text the Manager™ Part 3

Increase your knowledge Last week we discussed one of the most important parts to a business: concern resolution. We learned how Text the Manager™ assists your current concern resolution efforts to ensure managers have the tools for every step of the customer experience. This blog will cover how Text the Manager™ specifically works day-to-day. Once a customer sends in a submission, admins are immediately notified on their own device. AI identifies the compliments from the complaints to help you prioritize. Track the progress of messages by a status of open, in-process or closed. Within the app you can make sure…

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Blog Series: Text the Manager™ Part 2

Concern resolution as it happens In our previous blog, we talked about how Text the Manager™ helps customers get their questions answered quickly and without confrontation or frustration. Silent complainers are a large issue within the customer service experience and Text the Manager™ can assist managers in learning about questions or complaints as they arise in-store. In this blog, we will talk about concern resolution. Concern resolution is huge! It is the key to loyal customers and building relationships with your customers. If a business resolves an issue quickly and efficiently, 95% of unhappy customers returns back to your business….

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Blog Series: Text the Manager™ Part 1

Easy to use, easy to solve Last week, we released our most exciting product yet, Text the Manager™. We have had a lot of grateful managers come to us who have seen customer’s playing the role of “silent complainer.” Text the Manager™ provides those customers an avenue to get their questions answered easily and without confrontation at the point-of-sale. Over the next few blog posts, we will dive into the functions of Text the Manager™ and how it can ease communication within your business. According to a study done by Zendesk and Dimensional Research, 69% of people attributed their good customer…

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Announcing: Text the Manager™

We are not done with new releases! Along with the announcement of SureCritic for Business we are announcing another new product: Text the Manager™ Isn’t it displeasing to hear of a customer leaving your store unhappy without you knowing? Studies on millennials have shown the younger generation is less apt to confront a store employee if they have an issue. They become a “silent complainer.” Customers can be quick to post negative feedback on Twitter, Facebook, and review sites all without managers knowing there was a concern to begin with. Be the first to know of a concern with Text…

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SureCritic for Business is ready for download!

SureCritic has launched a new product called SureCritic for Business! It is now possible to use all of your SureCritic tools from your mobile device. That’s right! Admins can now: Respond to reviews Request ReScore Utilize all ReviewReach functions Evaluate business decision with feedback metrics And more! … all from your mobile device! SureCritic for Business is free for all current customers. Head over to the Apple App Store or Google Play Store to download today! If you are not a current customer you can contact us here or by responding to this email. Keep a watchful eye on the…

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The Three R’s of Concern Resolution

The most loyal customers are those who have had their concerns personally addressed. Concern resolution is a very large part of customer service in any business. Customer’s concerns can be tricky to maneuver whether they’re quickly posted online or in-person. If a customer leaves without their concern addressed, they may leave a less than stellar review online. When deciding how to rectify the concern, keep in mind the Three R’s: Respond, Resolve, and ReScore. Respond Responding to reviews is the best way to set the tone of your future relationship with the customer. Your response should be submitted as quickly…

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