Reviews

In the Requests section, you can view a detailed list of all the review requests you’ve sent, regardless of whether they have been completed by the recipients. This section also provides important details about each customer who received a request, helping you keep track of your customer engagement. This organized record is crucial for monitoring the progress of your feedback collection efforts and refining your strategy to improve your online reputation. Note: Your access to certain features may depend on your user permissions. Sending Manual Review Requests You have the flexibility to send review requests either automatically via workflows, campaigns, and triggers, or manually by selecting the Send Review Request button for specific contacts. To customize the appearance of a review request, navigate to the Reputation Management section in the CRM settings. After clicking the Send Review Request button, you’ll need to enter the contact's information, including: Name Valid phone number Valid email address Preferred method for receiving the review request Adjusting Timeframes If you receive a message prompting you to send review requests before proceeding, navigate to your CRM settings and go to the Reputation Management section to customize your review requests' appearance. If you don't see this message, you can continue with the current guided tour. Overview of the Review Request List The Review Request List provides a comprehensive view of all your review requests. The data in this list helps you assess the effectiveness of your review requests: Invite Sent To: Displays the recipient of the review request. Email or Phone Number: Shows either the email or phone number used to send the review request. Request Sent By: Identifies which CRM user or employee sent the request. Date Sent: Indicates the date the review request was sent. Current Status: Reflects whether the review request has been completed. Review Request Retries: Shows how many times a review request was sent to a particular customer. This overview allows you to maintain control over your review process, ensuring that you effectively engage with your customers and manage their feedback.

In this section, you can view a collection of reviews from Google and Facebook about your business. To access these reviews, you'll need to link your Google and Facebook accounts with the platform. Once connected, all customer feedback will be displayed in one centralized location, making it easier to monitor and manage your online reputation. Note: Your ability to access certain features may depend on your user permissions. Sending Review Requests Review requests can be sent automatically through workflows, campaigns, or triggers. Alternatively, you can send them manually to individual contacts by clicking the Send Review Request button. How to Manually Send a Review Request When you click on the Send Review Request button, you’ll be prompted to enter the contact’s information, including their name and either a valid email address or phone number. No Reviews Collected Yet? If you encounter a No Reviews Yet message, it indicates that your business has not yet collected reviews from Google or Facebook. Before sending out review requests, you can customize the appearance and messaging of your requests in the Reputation Management section of your CRM settings. If you don’t see this message, you can proceed with your guided tour without any issues. Searching for Specific Reviews If your business has accumulated many reviews or if you’re looking for feedback from a particular customer, use the search bar feature. Simply enter the customer’s name to quickly find their review, allowing you to efficiently manage and respond to specific feedback. Review Display: The Review Card Customer reviews are presented in a visually appealing card format that includes key details such as the reviewer’s name, their star rating, the date of submission, and any comments they provided. This layout makes it easy to browse and read through customer feedback. Reviewer Information The reviewer’s name and star rating are prominently displayed in the top left corner of each review card. Date of Submission You’ll find the date the review was submitted in the top right corner of the review card. Deleting a Review Next to the submission date, you have the option to delete a review from your CRM system. Deleting a review here will only remove it from your CRM and will not affect the original review on platforms like Google or Facebook. Reading the Full Review To view the entire review provided by the customer, simply check the main content area of the review card, where the complete feedback is displayed. Responding to Reviews It’s important to respond to both positive and negative reviews. To engage with a review, type your response in the designated area and click the Respond button. This not only shows your commitment to customer satisfaction but also enhances your company’s reputation. Filtering Reviews You can filter your list of reviews by selecting from various options in the drop-down menu. For instance, you can filter by star rating, review source, or date range, depending on what you’re looking to analyze or address.

Building a strong online reputation and fostering customer trust has never been easier with the introduction of Reviews AI. This feature offers two distinct modes—Suggestive and Auto-Pilot—each designed to streamline the process of responding to customer reviews. Key Points: Activation: If you do not see the Reviews AI feature mentioned throughout this guide, you can reach out to support and request the feature to be enabled.  Cost: Reviews AI operates on a pay-per-response basis.  Getting Started with Reviews AI To begin using Reviews AI, log in to your account and navigate to the Reputation tab. You will find the Reviews AI feature within the Reviews Section. Suggestive Mode: Tailored Review Responses Suggestive Mode is designed to assist you in crafting personalized responses to customer reviews. It offers AI-generated suggestions based on the content of the review, making it easier to create genuine and engaging replies. In this mode, you can generate unique responses by clicking the AI Reply button. Auto-Pilot Mode: Efficient Review Management Auto-Pilot Mode is ideal for businesses looking to automate their review response process while maintaining a professional touch. This mode allows you to: Customize automated responses based on the star rating of the review. Set delays before sending out responses to simulate a more thoughtful reply. Add personalized elements, such as thank-you notes or business names, in the response footers. Tailor responses for specific review platforms like Facebook or Google. Pricing Overview Our flexible pricing structure ensures that Reviews AI is both accessible and affordable: Suggestive Mode: Enjoy three free responses; subsequent responses are calculated on a per-response basis.  Auto-Pilot Mode: All responses generated by this mode are calculated on a per-response basis.  Billing: Easily manage billing and payments through your account settings. Best Practices for Using Reviews AI Customization: Tailor suggested responses to reflect your brand’s tone and personality. Regular Updates: Review and update Auto-Pilot responses regularly to ensure they stay aligned with your brand values. Engagement: Remember that deeper customer engagement goes beyond automated responses.

The Reputation tab includes a section for Review Management, which allows users to customize the appearance of their review requests and display company reviews through a website widget. Users can create a review link to send to customers and personalize their SMS and email requests to better align with their company’s messaging. Note: Access to certain features may vary based on user permissions. Manual Review Requests You can send review requests automatically using workflows, campaigns, and triggers, or manually to individual contacts by clicking the Send Review Request button. After clicking the Send Review Request button, you'll need to input the contact's information, including their name and either a valid email address or phone number. Google Review Link The Google Review Link feature allows users to create a unique, trackable link that can be shared with customers, directing them straight to your company’s Google review page. To generate a new link, click the Generate Link button. Review Request Triggers You can customize how review requests are sent based on your preferences. Choose whether to send review requests instantly and just once, or schedule them according to your needs. SMS Review Request Customization In the SMS Review Request Customization section, users can modify their review request SMS to better reflect their company’s messaging. To enable custom SMS messages, toggle the switch. Preview SMS Changes In the Preview SMS Changes section, users can see real-time previews of any modifications made to their SMS messages. Add SMS Image To include an image in your SMS, you can turn on the feature here. When you're ready to add an image, click the button to upload your file. Customize SMS Message You can customize the body of the SMS message by simply typing in your desired text. Email Review Request Customization In the Email Review Request Customization section, users can adjust their review request emails to better match their company’s branding. To enable custom email messages, toggle the switch. Customize Email With the integrated email builder, you can easily design your review email to fit your brand. Click on Open Email Builder to access it. You can preview your template in different formats by clicking on the preview option. Outside of the builder, you can set up the email subject and customize the Review Request Triggers for sending reviews. Email Subject: Customize the subject of your review request email to grab your customer’s attention. When to Send Email after Check-in?: Choose when to send this email or SMS after your customer checks in. Options include sending immediately, at specific intervals, or setting a custom timeframe. Until Clicked, Repeat Every: This setting controls the frequency of the email until the recipient responds. The automation stops once the contact clicks the links in the email or SMS. Maximum Retries: Set a maximum number of retries so the system doesn’t send the email indefinitely. Put A Review Widget On Your Website To showcase your company’s reviews on your website, you can customize a website widget here. Review Widget Preview Similar to the SMS and email previews, you can view real-time changes to the website widget as you customize it. Preview Widget Based on Device Type To see how the website widget will appear on different devices, you can select from options like laptop, tablet, or mobile. Website Review Widget Customization In this section, you can further customize the widget: Layout: Control the overall look of the widget, including selecting the source, order, and number of reviews displayed on your website. You can also toggle off the "powered by" text if desired. Content: Customize the header text, such as "Amazing Customer Reviews," to suit your website’s tone. Appearance: Adjust fonts and colors to match your brand's aesthetic. Embed Code: To add the widget to your website, paste the provided HTML code into your webpage. If you're using a website builder within the system, you can drag and drop the widget as an element.

In this section, you can access a complete overview of customer reviews from both Google and Facebook that are linked to your business. By integrating your Google and Facebook accounts with the platform, you can view and manage all customer feedback from a single, centralized location, making it easier to keep track of your company's online reputation. Note: Access to certain features may vary depending on your user permissions. Sending Review Requests Manually Review requests can be sent out automatically through workflows, campaigns, and triggers, or manually to individual customers by clicking the Send Review Request button. Steps to Manually Send a Review Request When you click the Send Review Request button, you will need to provide the contact’s details, including their name and either a valid email address or phone number, to proceed with the request. No Reviews Yet? If you see a message indicating No Reviews Yet, it means that your company hasn't collected reviews on Google or Facebook. To start gathering reviews, you can customize your review requests in the Reputation Management section of your CRM settings. If you already have reviews, you can continue with your guided tour without any interruptions. Searching for Specific Reviews If you have many reviews or need to find feedback from a particular customer, the search bar can help. Simply enter the customer’s name to quickly locate their review, allowing you to manage and analyze individual feedback efficiently and respond appropriately. Review Display Format Customer reviews are shown in a visually appealing card format, which includes key details such as the reviewer’s name, star rating, submission date, and any comments they’ve made. This layout ensures that reviews are easy to read and navigate. Reviewer Information The reviewer’s name and their star rating are displayed prominently at the top left corner of the review card. Submission Date The date when the review was submitted can be found in the top right corner of the review card. Removing a Review Next to the submission date, you’ll find an option to delete the review from your CRM system. Deleting the review here will only remove it from the CRM; the original review on Google or Facebook will remain unaffected. Full Review Content To read the complete feedback provided by the customer, simply look at the main content area of the review card, where their detailed thoughts and experiences are shared. Responding to Reviews It's important to respond to both positive and negative reviews. To engage with a review, type your response in the designated area and click the Respond button. This action shows your company’s dedication to customer service and improvement. Sharing Reviews on Social Media You can share individual reviews on your social media platforms by clicking the Share button. Choose the social media account you’d like to use, then click Share to post the review. Filtering Your Review List To filter your list of reviews, select any of the options from the drop-down menu and choose the category you’d like to filter by. This feature is useful if you want to focus on reviews with a specific star rating, such as 4 stars or higher, or address concerns from reviews with lower ratings.