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Envoyer un message privé ou écrire un commentaire public : quelle est la meilleure option ?



Lorsque quelqu’un écrit un avis sur votre commerce, en tant que gérant, deux options sont à votre disposition dans votre Compte Professionnel Yelp. Pour entrer en contact avec ce client, vous pouvez envoyer un message privé ou publier un commentaire public. Bien entendu chaque avis doit être évalué au cas par cas mais cela vaut la peine de jeter un coup d’oeil à nos conseils, ici,  pour déterminer quel outil gratuit est le plus adéquat pour répondre à vos avis sur Yelp.


Pensez aux messages privés…


➛ Pour remercier vos clients satisfaits d’avoir écrit un avis positif de votre commerce. L’envoi  d’un message court est un bon moyen de montrer votre gratitude pour avoir pris le temps de partager leur expérience positive sur Yelp.

➛ Pour entrer en contact avec un client mécontent. Comme toujours, il est très important de répondre diplomatiquement et remercier vos clients  pour leurs commentaires mais demandez également des informations additionnelles afin que vous puissiez investiguer. Enfin, vous pouvez également donner vos coordonnées pour continuer la conversation hors ligne.

Pensez aux commentaires publics lorsque…


➛ Vous souhaitez partager des ajustements faits à la suite d’un avis déposé par un client ou pour clarifier les inexactitudes d’un avis. Gardez à l’esprit que c’est votre outil de relations publiques le plus puissant lorsqu’il est utilisé à bon escient. Répondez donc rapidement, énoncez votre règlement (ou partagez tout changement effectué depuis la publication de l’avis) et remerciez le client pour son commentaire.

➛ Vous vous souvenez avoir eu un très bon échange avec l’auteur de l’avis lorsqu’il a utilisé vos services. Ne vous concentrez pas uniquement sur les avis négatifs auquels vous avez répondu publiquement, il est conseillé de montrer que vous avez également de bonnes relations avec vos client satisfaits.

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The information above is provided for educational and informational purposes only. It is not intended to be a substitute for professional advice and may not be suitable for your circumstances. Unless stated otherwise, references to third-party links, services, or products do not constitute endorsement by Yelp.

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