The Importance of Complaints Removal for Businesses
A formal programme to manage complaints can be an essential part of your business. Complaints are useful, helping you identify products, services, and practices that could violate consumer protection, causing pain points for your customer. This information can be used to address issues before they escalate, providing you with an opportunity to mitigate risks.
Studies have proven that customer loyalty is increased when the business provides fast and personalised customer service. Just acknowledging the customer's problem can help diffuse the situation, putting the customer back on the road to becoming a loyal customer again.
Whether you are a home service business, healthcare provider, or any other industry, there are advantages to removing complaints.
In order to ensure clients avoiding issues, complaints can be removed if they violate the host platforms content guidelines and community standards.
Before we go any further, it's important to understand that complaints cannot be removed because they are negative. It is important to ensure that they violate the community standards, Terms of Service, and other rules on the platform where they are posted. This means you need to understand the rules of each platform and their take on removing complaints.
Facebook is committed to ensuring any content displayed is authentic. Facebook enforces spam policies, along with inauthentic behaviours, and misinformation. Facebook prohibits deception and fraud, this includes all content that deceives, misrepresents, or defrauds others for money or property. Complaints can be removed if they contain hate speech, or they violate any of Facebook's Community Standards.
Yelp encourages its users to report any content that violates their guidelines. These guidelines cover written reviews, photographs, direct messages, videos, user profiles and other content. Yelp notes that reviews are not the place to rant on political ideologies, business employment practices, or other mattes that doesn't address the core of the customer experience.
Google Business Profile is a valuable resource for businesses and directs users to review its removal guidelines before you make a request. There are a number of prohibited and restricted content that could qualify complaints for removal, this can include harassment, hate speech, personal information, misrepresentation, misinformation, profanity, and off-topic content.
Based on your business and industry, it's recommended you get to know the rules and guidelines of industry-specific reviews sites that are relevant to your business.
Bear in mind that the rules you identify are not only for complaints received, but also your response to the complaint. Therefore knowing the rules and regulations of each platform is beneficial, helping you remove complaints and improve your business reputation online.
Complaints can be removed from as little as forty eight hours to a few months to be approved. This is determined by the platforms backlog. Average removal times range from two to four weeks for the majority of platforms.
Negative reviews or complaints can tarnish your online reputation. The good news is that not all complaints need to be removed. At Genie Crawl, we can help you turn negative reviews into positive experiences, showing potential customers that you value their feedback and are committed to customer service and satisfaction. Get in touch with us today to find out more.
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