If you sell a SaaS product, you would know that G2 Crowd and Capterra are two of the most popular review platforms. If your product is a top performer on any of these platforms, you can capture a huge portion of the market and earn some of the most loyal customers.
But getting reviews, especially on a third-party platform, is sometimes not easy as it sounds. In addition to the capabilities of your product, how you approach collecting reviews can also impact the number of reviews.
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In this article, we understand what are some different things you can do to increase Capterra and G2 reviews. But before we do that, let’s first understand why you need to do so.
How to Increase Capterra and G2 Reviews?
Let's understand each in detail.
1. Use Email and SMS to Share the Review Link
Let’s accept it, the thought of making an extra effort to look a business up specifically on a third-party platform to write a review can be discouraging. To get your customers to write a G2 review, Capterra review, or one on other review sites, you can make it easier for them by sharing the direct page link with them via Email or SMS.
You can set automated emails or SMS with the review page link to be sent out when a customer is onboarded or when a customer completes a milestone, let’s say a 6-month subscription.
Believe it or not, many customers don’t write reviews because they were not asked. So, don’t shy away from asking for feedback. This brings us to our next tip…
2. Identify Your Happy Customers with NPS Surveys
You can have your customers review your brand while collecting product feedback using NPS surveys. The Net Promoter Score Survey measures customers’ loyalty to your brand with the NPS question. Survey participants are asked to rate their likeliness of recommending the brand to others on a scale of 0 to 10. Those with the NPS scores 9 and 10 are your Promoters who would be likely to write a review for you on a third-party platform like G2 or Capterra.
Now based on the responses of your customers, you can help them write a review for you in two ways:
For customers who give your brand a score of 9 or 10, you can customize your survey to display: “Thank you for your great feedback. Please take a minute to review us on G2/Capterra.”
Your customers can click the link review page link and write a review. Similarly, you can send automated review request emails to your Promoters and ask them to share a review.
However, make sure to avoid collecting only positive reviews so customers know that the ratings are not biased and you can be trusted.
An automated survey tool allows you to create customized workflows where the question flow is customized depending on participants’ answers to previous questions. For example, in this case, you can directly ask your customers, if they would like to write a review. If they select Yes, an automatic review request email would be triggered with the direct review link.
You can customize the question flow for specific respondents, for example, the Promoters, and then send the survey link so they can expect it and remember to write you a review.
3. Add the Review Link to Your Website
Customers everywhere today interact with brands through their websites. This is especially true in the case of a SaaS company. So, you can leverage this interaction to get reviews on third-party platforms. For example, you can add your Capterra reviews page link to the website footer.
You can also embed the survey link at different touchpoints, for example, the subscription renewal page, where customers can directly click the link to review your product.
4. Send Review Requests After Customer Service Interactions
Customers are usually more likely to write Capterra or G2 reviews when their interaction with you has been recent. Customer service interactions are a great example; customers who have just received a resolution can be asked to write you a review. If a customer has a positive service experience, the support executive can slightly nudge them to share a review. In the case of live chat support, the review link can be shared with customers in the chat box. In the case of on-call support, the support executive can take consent for sending the review link.
5. Ask for Reviews on Social Media
Social media is a great platform for customer engagement since it helps reach out to hundreds or thousands of them effortlessly. In this case, you can leverage social media and share the review page link through your posts.
Though this may not be your primary strategy, with the right strategy, you can certainly increase Capterra and G2 reviews.
6. Offer Incentives to Get More Reviews
Often, customers may not be incentivized to review your product or app. You can turn this around by making this exciting for your customers. Incentives like gift certificates, free trial extensions, coupon codes, etc., can really encourage customers to share their genuine experiences with your product.
7. Respond to Reviews
Responding to reviews, both positive and negative, is extremely critical since it shows that you care. You must communicate that every feedback is valuable and your customers are heard. This can be a huge motivator for them to share a review of your product.
Moreover, this can also attract potential customers visiting the third-party review platforms since it showcases the value you place on customer service and customer experiences.
Why do you need to increase Capterra and G2 reviews?
Here are some reasons why you need to have an effective strategy to increase reviews on Capterra and G2 Crowd:
1. An Increase in Sales
Reviews on third-party platforms are great social proof to attract potential customers. Consumers tend to read online reviews before making a purchase decision. And according to Spiegel Research Center, reviews can increase conversion rate by up to 270%.
2. Improved Search Visibility
SaaS review sites like G2 and Capterra often rank high when searching for SaaS keywords. So, if you have a good number of reviews on these platforms, there is a high chance of your brand ranking for those keywords.
3. Improved Trust with Customers
Customer loyalty is a significant success indicator. And getting and responding to customers’ reviews emphasizes the value of excellent customer experience for you.
Platforms like G2 and Capterra are excellent if you’re looking to attract new customers. However, your primary goal is to hear your customers out and resolve their challenges. If your product and customer service speak for themselves, you will automatically see a considerable increase in G2 and Capterra reviews.
We have a similar article on How to Increase Google Reviews for Your Business. Do give it a read.