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Guide : Répondre aux avis sur Yelp



Nous savons que les consommateurs utilisent de moins en moins les annuaires en version papier. Lorsqu’une personne souhaite trouver un commerce, elle se tourne souvent vers son ordinateur, son téléphone mobile ou sa tablette. Aussi, lorsque quelqu’un donne un avis vous concernant, avez-vous votre mot à dire ? Absolument ! Pour démarrer, voici deux choses importantes que vous devriez savoir à propos des réponses à faire aux avis sur Yelp :

Répondez toujours aux avis de manière diplomate et polie. Sur Yelp, vous pouvez répondre aussi bien aux avis négatifs que positifs. Vous avez également la possibilité de répondre à chaque avis de manière directe ou publique. C’est idéal pour remercier des acheteurs et c’est également un bon moyen d’obtenir plus d’informations d’un client insatisfait. L’autre option est un message public qui est visible par tout le monde. Lorsque vous postez une réponse publique, assurez-vous de remercier l’utilisateur pour son retour, de faire connaître vos conditions de vente et de prendre en compte toutes ses préoccupations.

Un avis négatif ? Bien que 80% des avis sur Yelp soient notés 3 étoiles ou plus, il est possible, à un moment, de se retrouver face à un avis négatif. Avant tout, n’envoyez pas de message direct défensif à l’utilisateur et ne postez pas de commentaires publics l’accusant de ne pas être honnête. C’est perçu de manière négative par les autres utilisateurs qui tombent dessus et ça ne fait qu’accorder plus d’importance à l’avis. Au lieu de cela, envoyez plutôt un message direct en essayant d’établir un contact avec l’utilisateur de manière privée et ce afin d’obtenir plus de détails sur ce qui ne s’est pas bien passé.

Connectez-vous sur Yelp Comptes Professionnels afin de répondre aux avis et essayez notre appli mobile pour les professionnels afin d’y répondre rapidement.

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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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