Respond Promptly: 1 of 5 Tips for Responding to Glassdoor Reviews Featured Post By Glassdoor Team on April 23, 2014
Respond Promptly: 1 of 5 Tips for Responding to Glassdoor Reviews
Is the employer perspective AWOL from your company’s profile or reviews page? A recent Glassdoor survey found that 90% of job seekers find the employer perspective useful when learning about jobs and companies—meaning if you’re letting outside contributors own the message across your social profiles, you’re missing out on an opportunity to connect with people who are listening for your voice.
What can you do? Join the conversation today, and don’t wait! But where do you start? Managing reviews can feel overwhelming, but remember, questions left unanswered just breed more questions. Dive in and start responding to feedback right away! Just keep the following tips in mind: respond promptly, say thank you, address specific issues, be authentic, and recognize the pros and the cons.
In this 5-part series we’ll explore each of these tips in detail. First up? Respond promptly.
“Seventy-one percent of consumers who experience a quick and effective brand response on social media are likely to recommend that brand to others, compared to just 19% of customers who do not receive a response,” wrote NM Incite in its State of Social Customer Service report.
So how quickly does a company need to respond?
“Set up alerts to make sure you know as soon as a review is posted,” says Glassdoor Employer Engagement Manager, Lisa Holden. “If you don’t have the bandwidth to respond in real-time, set aside some time daily or weekly to check your Glassdoor reviews and respond to anything new. You want a steady stream of communication coming from the employer perspective.”
In a 2014 case study with Salesforce, Glassdoor noted employer representatives monitoring the CRM giant’s profile page had responded to 43 reviews, typically within a month of the review being posted, often sooner.
“On Glassdoor, a prompt response shows job seekers and employees that you take feedback seriously,” says Holden. “It’s probably no coincidence that three out of four Salesforce employees would recommend the company to a friend—this company has proven it cares about its workforce.”
Because 46% of Glassdoor job seekers read company reviews before ever speaking with a company or hiring manager, this is something you should consider one of your “first impression” touch points.
Learn more about the art of responding to reviews by downloading the Glassdoor eBook “Responding to Reviews Builds Trust with Your Candidates.”
Next Up: “Part 2: Say Thank You!”