Software as a Service, more commonly known as SaaS, has grown in leaps and bounds in the last few years. Their intangible nature presents both challenges and opportunities when building and maintaining a robust online reputation ...
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Central to this reputation is the role played by Google Reviews, an often overlooked, but vital tool in the arsenal of any SaaS entrepreneur. So, why should these reviews be a priority, and how can one strive for that coveted 5-star rating?
Why Google Reviews Matter for SaaS Businesses:
Trust and Credibility: Potential customers are likely to search for a SaaS product on Google before making a purchase decision. A plethora of positive reviews sends a clear message: this is a trusted provider. It's a third-party endorsement, seen as unbiased and genuine.
Improved Search Rankings: Google takes user reviews into account when ranking websites. The quantity and quality of reviews on your Google My Business page can directly influence your search visibility, potentially driving more organic traffic to your site.
Feedback Mechanism: Reviews offer genuine, candid feedback. A constructive critique can help in refining your product, while a compliment can provide insights into what you're doing right.
Everyone wants that hallowed 5-star rating, but how do you keep hold of it as your review numbers grow? Well, the first thing to do is offer stellar customer support. It's not just about solving issues for your subscribers, it's about pre-empting them with regular training, good communications and a culture of 'customer first' and ownership of their problems. These can all prevent negative reviews from cropping up.
It's always a good idea to encourage reviews from your subscribers. The vast majority of happy subscribers simply forget to leave a review for your product because they're busy and promises get forgotten. I send out a regular, weekly email talking about what's happening with YourPCM and always include a section asking our subscribers to leave a review. We have a link at the bottom of YourPCM that connects directly to Google, but still ... people forget because they're too busy. I guess when I get around to creating an app, I can have reminders pop up on occasion, but I do feel that is a little invasive.
And, of course, if you get a bad review, you need to do something about it immediately. They sometimes can't be helped because some people out there just thrive on it, but if you respond promptly and professionally, with the intent to resolve it, you may be able to get them to change what they said about you. This won't always work, you just have to give it your best shot and again, your support team taking ownership of issues really helps here.
"Google does let you reply to reviews, so bad ones can be addressed publically!"
A good product combined with good customer support is the foundation of your 5-star rating on Google, but keep your SaaS product up to date, fix bugs immediately and listen to your subscribers when they make feature requests too. As long as you're always ahead of the curve then you'll stay worthy of a top ranking.
Whatever SaaS product you have it will face fierce competition so Google Reviews stand as a beacon guiding potential customers to your offering. By understanding their importance and strategically investing in maintaining a top-notch rating, you can solidify your position as a trusted market leader.
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