Reviews

In the Reviews section, you will find an organized collection of both Google and Facebook reviews relevant to your business. To gain access to these reviews, it is essential to integrate your Google and Facebook accounts with the platform. Once connected, all customer feedback will be available in a centralized location, simplifying the process of monitoring and managing your company's online reputation. 

Access the Reviews tab within the Reputation section to begin.

No Reviews Yet

If you encounter the "No Reviews Yet" message, it indicates that your business has not gathered any reviews from Facebook, or Google. 

Sending Review Requests

In addition to automatic review requests through workflows and manual requests from the contacts tab, you can also send requests from the Reviews section. To do this, first, ensure that SMS and email review requests are enabled and configured according to your preferences within the Reputation Management Settings. Then, return to the Reviews tab and click the "Send Review Request" button. Enter the necessary details such as the contact's name and a valid email address or phone number.

Filtering Reviews

Use the filter options to view reviews based on star ratings or other categories, enabling you to prioritize feedback that requires immediate attention.

Ratings 

Filter reviews by star rating to quickly focus on feedback with high or low ratings. This is useful for identifying both satisfied customers and those whose concerns need to be addressed.

Sources

Filter reviews based on their origin. This allows you to analyze customer feedback from Google or Facebook separately, helping you tailor your responses and strategies according to the unique user base of each platform.

Date Range

Narrow your review list to show feedback within a specific date range. This helps track customer sentiment over a particular period or focus on more recent reviews to stay up-to-date with the latest customer experiences and concerns.

Spam

In the dropdown, choose between reviews that are either marked as Spam or Not Spam. The system uses an advanced algorithm that flags potentially fraudulent or irrelevant reviews to prevent them from impacting your online presence.

Search

The search bar feature allows you to quickly locate specific feedback by entering the customer's name. This function enhances your ability to efficiently manage reviews and gain valuable insights into customer experiences, helping you make informed improvements to your products or services.

Review Card 

Customer feedback is presented in a visually organized card format. Each card includes key details such as the reviewer's name, their star rating, the date of submission, and any additional comments. This layout ensures that feedback is easy to navigate and read.

Delete/Mark Review as Spam

Hover on the three-dotted button to delete a review or mark it as spam.

Responding to Reviews

Engaging with both positive and negative reviews is a vital part of maintaining strong customer relations. To respond to a review, click the reply button associated with the review card, then enter your reply in the designated area and click "Send." By doing so, you demonstrate your business's commitment to customer satisfaction.

By utilizing these features, you can efficiently manage customer feedback, foster meaningful interactions, and enhance your business's reputation across multiple platforms.

FAQ

Q: What is Smart Spam detection, and how does it work?

• A: Smart Spam detection is a feature that uses an advanced algorithm to identify and flag suspicious or irrelevant reviews. This ensures your business's online reputation stays protected from fraudulent or unhelpful feedback.

Q: What happens to flagged reviews?

• A: Flagged reviews are held in the system for you to review. You have the option to mark them as "Not Spam" if you determine they are genuine, giving you full control over what remains visible.

Q: Will flagged reviews receive automated responses?

• A: No, AI-generated replies are disabled for flagged reviews. This ensures that only authentic feedback receives automated responses, preventing unnecessary engagement with spam.

Q: Can I manually review and adjust flagged reviews?

• A: Yes, flagged reviews can be manually reviewed. You can choose to unflag genuine feedback by marking it as "Not Spam", allowing you to maintain accurate and trustworthy review records.