Hire Customer Support to Improve Your Online Reviews and Reputation
“This product is amazing… but the customer service? Absolute nightmare.”
Sound familiar?
We’ve all seen (or maybe written) reviews like that. And in 2025, where one viral Reddit thread or Trustpilot rant can dent your entire business, poor support isn't just a bad look, it’s a liability.
If you're a founder, startup operator, or eCommerce brand, here's a simple truth:
People don’t just review your product. They review their entire experience.
That’s why hiring great customer support isn’t just about resolving issues, it’s about building a reputation that sells for you, 24/7.
Let’s break down the connection between customer support and your online reputation, and how you can hire support that actually moves the needle.
Table of Contents
- Why Reviews Are the Real First Impressions
- How Customer Support Impacts Your Reputation
- Examples: Brands That Nailed (or Failed) Support
- Steps to Hire Customer Support That Builds Reputation
- Turn Support Interactions into Review Engines
Why Reviews Are the Real First Impressions
Before anyone buys from you, they Google you.
What do they find?
“Product’s okay. Service is trash. Never ordering again.”
In the online world, your reviews = your brand. And your brand reputation? It directly affects conversion.
According to BrightLocal’s 2023 Local Consumer Review Survey:
- 87% of consumers read reviews before choosing a business
- 94% say a bad review has convinced them to avoid a business entirely
So if your product is a 9/10 but your customer service is a 3/10, your average drops. Publicly.
How Customer Support Impacts Your Reputation
Let’s be real: most 1-star reviews aren’t about your product.
They’re about how you handled the problem.
“Package delayed. Zero response.”
“Asked for help but got ghosted.”
“Tried to get a refund. No one really cared.”
These aren’t product flaws. They’re mostly support failures.
Good Support = Great Reviews
Even if an issue can’t be fixed right away, a fast, empathetic response builds goodwill. People forgive problems, but they what they don't forgive is silence.
Bad Support = Public Backlash
Leave someone hanging, and you’re not just losing a sale, you’re gaining a very loud critic. Possibly on Google, Reddit, Yelp, or Instagram.
Examples: Brands That Nailed (or Failed) Support
1) Chewy: A Masterclass in Human Support
Chewy, the pet supply brand, has built a cult-like following, not just for its products, but its people.
One viral story:
A customer forgot to cancel their subscription after their dog passed away. Chewy refunded the order, sent flowers, and a condolence card.
That level of care led to thousands of five-star reviews across platforms.
“Best customer service I’ve ever seen.” — Trustpilot Reviewer
Chewy’s Trustpilot Score: ★★★★★ (4.7+)
2) Wish.com: A Reputation Cautionary Tale
Wish.com attracted millions with budget deals, but tanked their reputation with:
- Delayed responses
- No refund clarity
- Frustrating support loops
Result?
Trustpilot: ★★☆☆☆
Reddit threads: “Is Wish a scam?”
Social sentiment: overwhelmingly negative.
Lesson: If your service is bad, your prices can’t save you.
Steps to Hire Customer Support That Builds Reputation
Step 1: Define What You Need
Don’t just hire “a support agent.” Define your needs like you would a growth role.
Ask:
- Do you need 24/7 or business hours?
- Primary channels, email, chat, phone?
- Do you prioritize speed or empathy?
Set KPIs early:
- First Response Time (FRT)
- Resolution Time
- CSAT (Customer Satisfaction Score)
- Review request follow-up rate
Step 2: Hire for Empathy and Accountability
Yes, experience helps. But soft skills win.
In interviews, use mock scenarios like:
“Customer is furious about a 10-day delay. What do you say?”
Look for:
- Ownership (not deflecting blame)
- Sincere apology
- Clear action plan
- Tone that diffuses tension
You’re not hiring ticket closers. You’re hiring brand protectors.
If you’re hiring and don’t know where to start, here’s a guide to help you find the right candidate. It breaks down the process so you don’t waste time, or hire wrong.
Step 3: Equip Them with the Right Tools
Even the best agent fails with the wrong tools.
Non-negotiables:
- Helpdesk: Zendesk, Gorgias, or kim.cc
- AI Assist: Faster first replies = calmer customers
- CRM Integration: Personalize based on order history
Pro Tip: An AI-powered help desk kim.cc, Zendesk, Gorgias cuts response time while keeping the tone human.
Step 4: Treat Support as a Revenue Team
Your support isn’t a cost center. It’s your retention engine.
Think about it:
- A solved ticket = repeat purchase
- A kind reply = public praise
- A fast resolution = referral
Zappos famously let support agents stay on calls for hours, why? Because they weren’t just solving problems. They were creating fans.
Turn Support Interactions into Review Engines
Once your support team is delivering, turn that goodwill into visible proof: reviews.
Ask at the Right Moment
Right after a resolved interaction, trigger an automated email:
“Glad we could help! Could you share your experience on [Trustpilot/Google/Yelp]? It helps others trust us too.”
Pro Tip: Include direct links, remove all friction.
Let It Come from the Agent
If the agent built rapport, let them send a message:
“Hey Karen, thanks again for chatting. Your feedback would mean a lot, and helps others know what to expect!”
Human touch = higher conversion.
Offer a Small Thank You (Where Allowed)
Some platforms allow incentives. If compliant:
“Thanks for your feedback! Here’s 10% off your next order”
Small gesture = big review potential.
Your Support Team Is Your Reputation Team
In 2025, support isn’t just a back-office function.
It’s your public-facing trust engine.
Ignore it, and risk bad press, lost conversions, and low LTV.
Invest in it, and unlock:
- Better reviews
- Stronger brand loyalty
- Repeat revenue
So next time someone asks:
“Should we really hire support?”
The better question is:
“Can we afford not to?”
Need help scaling human + AI-powered support that boosts reviews?