Online reviews play a crucial role in shaping a business’s reputation and influencing consumer decisions. This is why it is one of our services we offer to our clients, we know how vitally important they are. However, we have noticed an increased number of spam in the reviews on many businesses social media profiles. This has created challenges for businesses seeking genuine feedback from customers. So, let’s take a look at how we can spot a fake review from a spam account and how we can combat this problem.
Understand Social Media Review Spam:
Spam is not just the email that gets stuck in your “junk” folder. With the rise of social media and artificial intelligence – bots have started spreading spam all across the internet. And now it is showing up in online reviews – specifically social media reviews in business pages.
How to Spot Social Media Review Spam:
The first sign that a review is spam is the subject matter. Does the review make any sense when it comes to your business area? Are there technical errors in the way the review was written? Here is an example of a spam review we have seen on a client’s page recently:
I can’t thank you enough ma’am for your excellent service on my trading account, It’s been months of trading <business name other than yours> without outcomes until I was introduced to you by a colleague at work. I pray God continue blessing you and your family.
This review was left for an insurance agency, but as you can see it doesn’t quite flow in a logical way, nor does it mention insurance services.
Another way to spot a fake review is simply by knowing your customer base. Do you recognize the name of the person leaving the review? If it even looks familiar – check their profile. If they have limited activity or fake-sounding usernames, this may be a sign that it is a spam account.
Why You Should Care Even if Spam Leaves 5-Star Ratings:
Review spam can undermine the authenticity and credibility of your business’s online reputation. If potential customers suspect that the positive reviews are fake or manipulated, it can erode trust and make them hesitant to engage with your products or services. While fake positive reviews may initially boost your ratings, they can also mislead customers and create unrealistic expectations. This could cause customers to become frustrated, which can lead to negative reviews, customer dissatisfaction, and potential loss of repeat business.
Encourage Genuine Customer Reviews:
By utilizing the review building service from Webster Digital Marketing, you can ensure you are requesting genuine reviews from real customers. When you provide excellent customer service, it is easy to request reviews knowing that you will get good and genuine reviews.
Respond and Dispute to Review Spam:
If you notice you have spam reviews on your profile, you can report it to the social media platform. On Facebook, you can report any comment as spam. This does not guarantee that the review will be removed, but there is a chance. You can even leave a comment on the review that states clearly you know this review is spam. This is also why it is important to request real reviews from actual customers – so that these spam reviews are not the first review a potential client sees when perusing your page.
Monitor Reviews:
By regularly monitoring your online reviews, you will be able to respond promptly and professionally to anything posted – whether spam, a legitimate positive, or legitimate negative review. When you address both positive and negative reviews promptly, you are demonstrating your commitment to customer satisfaction.
Fighting social media review spam is crucial for businesses to maintain their online reputation and credibility. By staying vigilant, engaging with genuine reviews, and reporting suspicious ones, you can protect your business from the negative impact of review spam and foster trust with your customers.
Webster Digital Marketing Can Assist You in Monitoring Your Online Reviews
Webster Digital Marketing can assist you in monitoring your online reviews to combat spam. Contact us today to learn more.