Reputation Management — Product Details
Today, the online reputation of a business is defined by its customers.
Reviews, accurate business information, and social media activity defines their online reputation—and often, whether or not a consumer decides to do business with them.
Businesses need a way to manage all of these factors in a scalable way.
With Reputation Management, you can easily manage and monitor your online reputation—all from one place!
You can monitor what people are saying about your business online and improve visibility in local search.
It also lets you track your competition, stay in the know with automated alerts, and get progress reports to see how your reputation has improved.
How to Review Your Reviews
Go to Reputation Management > Settings > Connect Accounts.
Here you can connect and authenticate all accounts you would like to pull reviews in for, by clicking the plus + in the top right corner of each account card.
When are new reviews pulled in?
Once a listing is found in the Listings tab or manually accepted by a user (Marked as Mine), the process to start finding related reviews is triggered.
After this initial trigger, we will search for new reviews once every 24 hours.
To see your reviews go to Reputation Mangement > Manage Reviews. Scroll down to see all reviews.
Why am I not seeing any reviews?
There are three primary reasons we will not have pulled in reviews for an account:
- The business doesn’t have any reviews on the sources that you have active for this account.
- We don’t have enough information about the business to find reviews. If you do not see a Listing in the Listings page, then there will be no reviews brought in. Reviews are brought in based on an existing listing, to ensure that they are being brought in for the correct Business. For more effective searches for existing Listings, ensure that your Business Profile is accurate and we have all your details, including phone number.
- There is currently a source disruption that’s preventing new reviews from getting pulled in.
Why was a review pulled in late?
Many sites don’t publish reviews as soon as they are posted.
When they do post the review, they enter the published date as the date the user submitted it.
There is no way for us to “find” the review the day it was submitted.
When we pull the review into our system, the date may appear as being pulled in late, when in actuality it was published to the review site after it was submitted.
As an Example, TripAdvisor states on its website:
“It usually takes 24-48 hours for reviews to be visible on our site. It may take up to several days if your review requires a closer look by our editors. This may happen if you attach a large number of photos to your review, or bend or break our review guidelines.”
How to Respond to Reviews
Within a Reputation Management account, go to Reviews > Manage Reviews.
You can respond directly to Google, Facebook, and My Listing reviews from this page.
The Google and Facebook accounts must be connected in Reputation Management in order to respond.
Connect these accounts by going to Settings > Connect Accounts > +
To respond to a Google, Facebook, or My Listing review, type your response in the text field.
Alternatively, choose from one of the review response suggestions to automatically populate a response in the text field. Note: all review response suggestions can be edited within the text field. Click Respond to post your response automatically to the site.
If the account is not connected, click Respond and you will be prompted to connect the account.
For all other review sites, such as Yelp or TripAdvisor, click Respond and you will be taken to the site where you can respond to the review.
How to respond to Positive Reviews:
For positive reviews, thank them for their praise, and invite them to come back.
You can let them know about upcoming promotions that they might be interested in.
You can use your business name in the response to increase your SEO.
Remember, positive reviews also make great social posts! If you have Social Marketing connected on the account, click the Share icon to share the review on your social networks.
How to respond to Negative Reviews:
Negative reviews should also be personalized to the content of the review. You want them to know that you are listening to their complaints.
Make sure to apologize for the experience, and invite the reviewer to resolve the issue offline. It’s always better to deal with their issues privately.