The Complete Guide to Facebook Review Management

Facebook reviews are a great way for businesses to make a stellar first impression on potential customers.

In this guide, we’ll talk about what you can do to collect authentic Facebook reviews and leverage them to your advantage.

Learn how you can use the power of reviews to be found, be chosen, and be the best.

Complete Guide To Facebook Review Management

We’ve found that Facebook is the second biggest site when it comes to customer reviews, just below Google. According to Facebook, reviews are a huge opportunity. 2 in 3 Facebook users visit business pages at least once a week, while 1 in 3 Facebook users actively look for recommendations and reviews in order to find new businesses.

So what does all of this mean for business owners? It's simple: Facebook is a great opportunity for your business to make a great first impression on your customers.

Why Businesses Need More Facebook Reviews

There are two main reasons why your business needs authentic Facebook reviews.

  • Facebook reviews make your business look great to customers.
  • Facebook reviews make your business more visible.

More Reviews Means More Customers

More Reviews More Customers

Your customers care about reviews. 92% of customers consult reviews before making a purchase decision. Reviews are an opportunity for you to show off your services. While any business can claim to be the best, quality reviews give you the social proof you need to actually convince your customers.

That makes it important for businesses to collect authentic reviews. More reviews mean more credibility. After all, a business with 500 reviews looks a lot better than a business with 3.

More Reviews Mean More Visibility

More Reviews More Visibility
Why Facebook Recommendataions Matter

In its early days, Facebook had a proprietary algorithm called EdgeRank which determined what content showed up on users’ News Feed. The algorithm was based on three factors:

1: Affinity

This is how much the user has interacted with your page in the past. The more they interact with the page, the more likely it is that you’ll show up in their News Feeds.

2: Weight

Some types of posts are more important than others. For example, a review with a photo or a video is a more important interaction than a plain-text review.

3: Time Decay

This factor measures how long ago the interaction took place. The more time passes, the less importance EdgeRank gives to the interaction.

Facebook's proprietary algorithm has gotten more and more complicated over the years. However, these three factors of affinity, weight, and time decay still hold great importance in determining what shows up in users’ News Feeds.

Customer reviews affect two of these three factors: affinity and weight. The more reviews your business gets, the greater the likelihood of potential customers discovering your Facebook profile.

How to Verify Your Facebook Business Page

  1. Click the “Settings” button at the top-right corner of your Facebook Business page.
  2. Under the “General” section, click on “Page Verification”, then click the button labeled “Verify this Page”.
  3. Enter a publically-listed phone number for your business. You’ll also have to input your business’s country of origin and primary language.
  4. Click the “Call Me Now” button. Facebook will call the number you listed and give you a verification code.
  5. Type in the verification code you’ve received via phone, then click Continue.

If you don’t want to get a phone call, you do have another option. You can instead choose to upload an official document that displays your business name and address.

Whichever option you choose to go with, Facebook will take a couple of days to review your information. You’ll receive an email when your business is officially verified.

Don’t have a Facebook Business Page? Read our guide on how to create a Facebook Business Page.

Adding More Managers to Your Facebook Page

  1. Click Settings.
  2. In the left column, Click Page Roles.
  3. Type a name or email in the box and select the person from the list that appears.
  4. Click Editor to select a role from the dropdown menu.
  5. Click Add, then enter your password to confirm.

What if an employee leaves and you want to remove their permission? Luckily, Facebook makes that process easy as well.

  1. Click Settings.
  2. In the left column, Click Page Roles.
  3. Click Edit next to the manager you want to remove, then click Remove.
  4. Click Confirm. You might need to enter your password.

Facebook Recommend / Not Recommend

Facebook’s review system is unique, since it’s one of the few review sites on the Internet that don’t use the overall star rating system. Instead, customers can either Recommend or Not Recommend your business.

While Facebook had used the overall star rating for many years, in 2018, the social media giant decided to switch to a binary system. Instead of recommending your business out of 5 stars, customers can now have just two options to rate your business: Recommend or Don’t Recommend.

All of your old reviews are factored in as part of your Recommendation Score. This score takes into account your old reviews posted under the overall review rating as well as the ratio of customers who would recommend your business.

Facebook Recommendation

Your Recommendation Score = Your Past Reviews and Ratings + The ratio of your customers who do recommend you

Of course, these recommendations aren't limited to text. Customers also have the option of inserting photos and video to paint a complete picture of your business's services.

Getting Notifications for Facebook Reviews

Getting Notifications For Facebook Reviews

It’s tough to keep track of every single review that you get. That's why you should think about enabling notifications for reviews. This way, you’ll know right away when a customer leaves you a review on Facebook.

To make sure that you get notifications for every new Facebook review, make sure that you follow the following steps.

  1. Navigate to the ‘Settings’ section of your Facebook page.
  2. Click the ‘Notifications’ tab.
  3. Select the option ‘Get a notification each time there is activity on your Page.
  4. Now, the ‘New Reviews’ notifications option will be turned on.

Get More Authentic Facebook Reviews

Now that we've taken the time to talk about setting up your Facebook page, let's talk about how you can get more facebook reviews.

Get More Facebook Reviews

1. Timing is everything

To get the best results, make sure that you’re sending review requests on a regular basis. We’ve found that businesses get the best results when they send review requests on the same day as the sale.

If a customer gets a review request a month after the transaction took place, they may no longer have a clear memory of the sale. Chances are that they probably won't be willing to leave a review at all.

2. Ask All of Your Customers for Reviews

Some businesses are tempted to only ask a certain group of customers for reviews, who they know will probably leave a positive review. When you are selective with review requests, you only end up hurting yourself.

You're missing out on sending review requests to customers who probably would've recommended your business. You're also missing the opportunity to get honest feedback that can help you improve your business.

3. Make the Process Simple and Easy

The harder the process of leaving a review is for the customer, the less likely they are to actually do it. A happy customer might say they’re willing to leave a review in person, but might forget to do it as soon as they get home. After all, who has time to go and find your business’s Facebook page?

Luckily, there’s a way to make the process quick and easy for the customer. Just send review requests email and texts that link directly to your Facebook business page. All the customer has to do is click the link and leave a review.

Can I Delete Facebook Reviews?

Delete Facebook Reviews

You do have the option to turn off customer reviews on your Facebook business page. Once you do this, visitors to your page cannot see any reviews, positive or negative.

Here’s how you can turn off all customer reviews:

  1. Click on Settings at the top of your Facebook Business page.
  2. Click “Edit Page” on the left-hand side.
  3. Click on the section “Reviews”
  4. You’ll see a slider labeled “Show Reviews”. Turn this from “On” to “Off”
  5. Save your changes.

Should I Turn Off My Customer Reviews?

Turn Off Customer Reviews

How Can I Delete an Individual Customer Review?

There is no way for you to delete an individual Facebook review. It can only be done by Facebook or the customer who wrote it.

If you see a review that you think is fraudulent such as a review posted by a competitor, you should report it. Reviews that are false and/or malicious are against Facebook review guidelines.

Here’s how you can report a Facebook review.

  1. Locate the review you want to flag.
  2. Click the three dots on the right corner.
  3. Click “Report Post”
  4. Follow the on-screen instructions.

However, there’s no guarantee that Facebook will actually do this. While you can report the review, there’s no way to know for sure whether the review will be taken down or not.

So don't expect that the review will be taken down. Instead, respond to the customer. We'll talk about this in more detail in the next section.

Responding to Facebook Reviews

Responding to Negative Reviews

Responding To Negative Reviews

Even if a customer has a negative experience, you can still change their minds and turn them into a loyal customer. It’s called service recovery paradox and it works like this: If a customer has a negative experience, they can turn to a loyal customer after quick and decisive action by the business. That makes it important for you to stay on top of your reviews on a daily basis. If you respond to a customer review a week after it was originally posted, it might be too late. At that point, the customer's opinion is too solidified to change.

Here’s a couple of templates that you can use for a negative review:

“We’re sorry to hear about your experience at your business and we’d love to make things right. Please give us more details about your experience at (phone number) so that we can make sure that this problem doesn’t happen again.”

“Thanks so much for your comments. We try to make sure that all of our customers have great experiences. It’s clear we didn’t accomplish this, so we’d like to apologize. We’d love to get some more feedback from you so that we can further improve as a business. Please give us a call at (Phone number) so that we can discuss this issue with you further.”

If you’ve managed to respond to a customer problem in a way that’s both helpful and productive, you can then politely ask the customer to delete their review. If their opinion of your business has changed, chances are that they’ll be happy to do so.

Responding to Positive Reviews

Responding To Positive Reviews

When you do get a positive review, you should take some time to acknowledge the customer for taking the time out of their day to review your business. A simple “Thank You” can go a long way in helping to build customer loyalty.

Not sure how to respond to a positive review? Here’s a couple of templates that you can use:

A 5-star rating is one of the highest honors a (business category) like (business name) can receive. It’s reviews like these that make us proud to serve customers throughout (City Name). You make it all worth it. Thanks for your review!

Hello (Customer Name). Thanks so much for your 5-star review! We’re glad to hear about (positive experience customer mentioned in the review) and we hope to see you soon.

How to Promote Your Facebook Reviews

Promote Facebook Reviews

Once you get Facebook reviews, don’t just leave them there. Remember, nobody can sell your business like one of your happy customers. Using these reviews in marketing materials is a great way to promote your business.

When you get a great review, you can share it with your followers. All you have to do is hit the button on the bottom left that says “Share”. Remember, customers value the opinion of other customers. That's why it's important to make sure that the whole world can see the opinion of your happy customers.

How to Embed Facebook Reviews

Embed Facebook Reviews

You don’t have to leave your Facebook reviews on Facebook. By sharing your reviews on your website, you can show all your website visitors the voices of your happy customers.

BirdEye offers a comprehensive review widget that allows you to display a live feed of all your reviews from all over the Internet just by pasting a simple line of code. Visitors can immediately see reviews from Facebook and 150+ other review sites all over the Internet.

How an Online Reputation Management Platform Can Help you with Review Responses

It’s not like Facebook is the only review site you have to worry about. There’s also Google and multiple niche industry-focused review sites where customers are regularly posting both positive and negative reviews. With all the work that goes into running a business, it might be hard to stay on top of all of these different sites. That’s where an online reputation management software like BirdEye can make things easier for your business.

With BirdEye, you can be sure to stay on top of your reviews on Facebook and 150+ other review sites. You can get automatic notifications whenever a negative review is posted to make sure you can tackle each one in a timely manner. In the BirdEye dashboard, you can monitor and respond to reviews posted in any of these sites. The response will be posted on the site which the review originally appeared.

Try BirdEye, The #1 Reviews Software

BirdEye is the most comprehensive reputation management software on the market. With BirdEye you can automatically send review requests, respond to customer reviews from 150+ sites in a single dashboard, get actionable insights with Natural Language Processing (NLP), and get a custom-built profile that will help your business get discovered by customers. There's no competitor on the market that offers all these services in a single platform.

BirdEye was recently named the #1 company in the reputation management space by G2Crowd. BirdEye placed above competitors based on the data from hundreds of competitor reviews.

Click to see how BirdEye can help your business grow.


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