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Watch Video in FullscreenIncreasing your response rate is something you can do immediately to improve your Reputation Score.
The Reviews tab allows you to respond to reviews from multiple review sources from within a single location. Use the top line filters, or click on the Average Rating or bars in the chart to apply secondary filters.
Responding Best Practices
Review specific response strategies here. In general, follow these guidelines:
- Respond to 100% of negative and at least 20% of positive reviews. Use positive reviews as an opportunity to encourage repeat service and satisfaction. Use negative reviews as an opportunity to de-escalate an issue and invite the reviewer to move the conversation offline. Over time with proper attention, negative reviews will become buried by positive reviews.
- Use macros to add variety to your responses; do not respond exactly the same way each time.
Responding from the Platform
To respond to reviews from within the platform, ensure that you have credentials entered for each location’s review sites. Not all review sites allow responses (see Sources).
To respond to a review:
- Click inside the Review window.
The review area expands with options for Introduction, Signature, and Generate Response. These options include starting and closing text using pre-defined templates that help differentiate your responses and allow you to respond more efficiently. Hover over the macro name to see a preview of the text.
The available templates are managed from the Macros tab in your Admin settings.
- Choose one of the response options, or enter your response directly into the review area. You can edit auto-generated responses before sending.
- Click Respond.
The review is immediately available for you to view here within the Reviews tab; however, the response will not appear on the third-party review site until it is indicated with a “Live” status.
Review Response Statuses
After submitting a review response from the platform, it will display a response status. Statuses change automatically based on the conditions.
| Status | Description |
|---|---|
Pending |
A review response has been submitted, but has not been posted to the third-party site yet OR the Review Response Team has marked this response as not having valid credentials. |
Pending Approval |
Only available when response approvals are turned on. These are responses that have been submitted by users who do not have approval permissions, or a "Responder" role. Responders have the ability to edit responses, while "Approver" roles have the ability to edit and/or approve responses. |
Posted |
The review response has been posted to the third-party review site, but has not yet been verified as live on that site by the platform. |
Live |
The review response has been verified on the third-party party site. |
Failed |
The review response failed to post on the third-party site because of failed API integration or failed moderation. |
If Managed Review Response or Moderation is enabled for your account, additional statuses are enabled:
| Status | Description |
|---|---|
Pending Moderation |
Approval from the Review Response Team is required. "Responder" roles have the ability to edit responses. "Approver" roles have the ability to edit and/or approve responses. |
| Failed |
The Review Response Team has rejected the response, and it will not be posted to the third-party site. |
Submitted |
The response was submitted to the source site, or the Review Response Team has posted the response on the third-party site but has not been verified by the platform. Responses are verified every 24 hours.) Within Survey or Kiosk modules, the response automatically goes to Posted and skips Pending. |
Review Response From Name
Customer-facing responses will be posted to each review site using the “from” label specified by each review site’s account settings. However, within the Review tab of the platform, a “from” label is typically the name of the person on your account who initiated the response. Although this name is not visible to the customer, it is helpful for other users on your account to know who provided the response—especially if your account has managed services.
If “Business Owner” is listed, it indicates that the response was pulled from the review source site and wasn’t initiated from within the platform.
