Product Walkthroughs

Click Through the Reputation Experience

ArcBest team, we’d love for you to take a walk through some of our platform functionality on your own time as you make your decision. 

These experiences are also part of our training curriculum, so there’s a chance you’ll run into them again!

Next office hours series

Explore Social Listening Strategies and Best Practices.

September 13 — 10:30am – 11:15 AM PDT

Cassie Sneed
Sr. Customer Marketing Program Manager

Kasey Kershner
Customer Training Manager

Click Through 1: Manage Reviews

Review Sharing functionality only available with Social tool

16 STEPS

1. There's a lot we can do in the Reputation platform to manage our reviews. From the left navigation bar, click Reviews

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2. First, you can filter the reviews tab to narrow your focus. For example, change the Source to choose a specific site or sites.

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3. We can also review a sentiment trend chart to see how our review volume and sentiment change over time.

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4. Click Sentiment By Source

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5. This chart shows sentiment trends by review source (selected in the above filter) over the selected time period.

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6. Click Responded Reviews

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7. This chart shows your review response trend for the selected time period. The grey bars represent your unresponded reviews, and the blue bars represent your responded reviews.

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8. Below the charts are your actual reviews from third party sites!

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9. Category tags are automatically applied by the platform's data science engine. The Experience tab uses these categories to help provide further insight into your reviews.

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10. I can also see that Kasey responded from the platform within one day of receiving this review. The responder name is only visible in the platform; not on the source site!

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11. Let's see what other actions we can take on this review. Click the ellipsis (...)

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12. Let's share this review on our connected Facebook page. Click Share

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13. From the publisher window, click Facebook

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14. We can see a preview of our post. Looks good! Click Publish Now

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15. Click Done

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16. Navigating to our Facebook page, we can see the review that was shared.

That's it! You've completed this walkthrough.

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Here's an interactive tutorial

** Best experienced in Full Screen (click the icon in the top right corner before you begin) **

https://www.iorad.com/player/1981136/Reviews--Managing-Reviews

Click Through 2: Respond to Reviews

12 STEPS

1. Let's see how we're doing with responding to reviews and what we can do to improve our review response score.

From the Reputation Score X tab, click Components

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2. We are in the 10th percentile when it comes to responding to reviews. This is below the industry standard of 38. What can we do to bring our score up?

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3. Click View Details

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4. Under the "What is helping or hurting" section, we can see our top two recommendations to improve involve responding to our reviews on Google.

Let's focus our responding efforts on Google first.

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5. At the top of the page, click the X to close the page.

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6. Click Reviews in the left navigation bar.

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7. Let's focus on negative reviews first. Click View under Negative.

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8. It looks like we haven't added our credentials for this page yet! To prove we own the page, we need to connect it to the platform before a response can be published.

Click Please add credentials to respond.

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9. Add the username and password you use to access the review site. If you have any verification details, like a phone number associated with the account, enter those under Verification Details.

Click Submit

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10. Now we can respond! I typed an introduction for our response. Let's use a predefined template, or macro, to finish up. Click Select Signature

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11. Click Appreciate brining this to our attention

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12. Now that our response is complete and we're taking the conversation offline, we can click Respond to send.

That's it! You've completed this walkthrough.

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Here's an interactive tutorial

** Best experienced in Full Screen (click the icon in the top right corner before you begin) **

https://www.iorad.com/player/1981142/Reviews--Responding-to-Reviews

Click Through 3: Analyze Insights from Reviews

16 STEPS

1. Customer comments within reviews and surveys are transformed into text analytic categories within the platform.

This review has four category tags. Let's explore Staff.

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2. With your mouse, hover over Experience

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3. Click Explorer

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4. Check the Compare to Industry box to apply a hashed bar overlay that identifies results per category across your industry.

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5. If the solid green bar is longer than the hashed bar, your business is surpassing the industry in that category.

If the solid red bar is longer than the hashed bar, your business needs improvement in this category compared to the industry.

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6. Let's drill down into one category. Click Staff

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7. Click Word Cloud to see a snapshot of the most commonly mentioned keywords and phrases in our feedback for the Staff category.

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8. The size of each word indicates its frequency or importance, and the phrases are color coded according to the sentiment. In the platform, you can click into each word to see the associated reviews and surveys.

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9. Time to learn about our strengths and weaknesses. From the Experience menu, click Insights

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10. Click Insights by Category

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11. Strengths and Weaknesses provides a list of categories that impact our star rating the most. Strengths are those categories that pull our star rating up the most, and weaknesses are those which drag our star rating down the most.

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12. In this example, our top weakness is Parking and Facilities. It impacts our star rating by -0.12 points and we can read some sample phrases about this topic extracted from our reviews and surveys for context.

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13. Finally, let's check out the Sentiment Map. The size of each box in the map indicates the volume of reviews and/or surveys associated with the category.

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14. Sticking with our category from earlier, click the box for Staff

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15. We can view feedback for Staff by location, time or specific quotes. Click View Customer Quotes

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16. On this page, we can see a word cloud specific to our Staff category, as well as sample quotes. You can click "View Review" or "View Survey" to read the feedback in full and even respond.

That's it! You've completed this walkthrough.

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Here's an interactive tutorial

** Best experienced in Full Screen (click the icon in the top right corner before you begin) **

https://www.iorad.com/player/1999261/Experience--Exploring-Category-Tags---Insights

Click Through 4: Update Business Listings

11 STEPS

1. Our business is closed for an upcoming holiday and is changing our hours of operation. Let's update these in the platform so they push to all of our connected listing sites.

From the Listings tab, click Profiles

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2. Find the location you want to update. For our example, click BDP - Uptown (B021)

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3. Click Edit

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4. Under the Offices section, locate Business Hours.

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5. Let's add that our location is closed for the 4th of July. Click Add Special Business Hours

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6. Click to select a date for our special hours.

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7. Click 04 on the July calendar page.

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8. Click the toggle to indicate the business is closed on this date.

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9. Now let's adjust our hours of operation. This location is only opened on Saturday until 4:00 PM.

Click the closing time box (5:00 PM) to adjust to 4:00 PM.

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10. Now that our Saturday hours and holiday hours are correct, let's publish these changes to our listings. Click Submit

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11. With the green "Profile Saved" indicator, we know our changes have been accepted by the platform and will push out to connected listing sites.

That's it! You've completed this walkthrough.

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Here's an interactive tutorial

** Best experienced in Full Screen (click the icon in the top right corner before you begin) **

https://www.iorad.com/player/1978520/Business-Listings---Updating-Profiles

Click Through 5: Check Listing Accuracy

8 STEPS

1. Let's explore how we can monitor the accuracy of our business listings.

Click the arrow (>) to expand the navigation bar.

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2. From the Listings menu, click Listing Accuracy

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3. Click the arrow (<) to close the navigation bar and gain more screen real estate.

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4. The Published Audit Summary at the top of the page gives an overview of your listing accuracy.

First you see the number of locations being audited.

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5. Next we see total listings; the number of listings being audited across AutoSynced sources. For our 1 location, we have 5 listings being audited here.

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6. This tab also shows Data Points fixed. The Reputation platform regularly pushes your Source of Truth to listing sites to ensure data points STAY accurate!

Check out your data points fixed, broken out by source.

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7. Easily see how many listings are published, pending and not fulfillable by source. Click Pending

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8. We don't have any listings in Pending, so we're all set!

That's it. You're completed this walkthrough.

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Here's an interactive tutorial

** Best experienced in Full Screen (click the icon in the top right corner before you begin) **

https://www.iorad.com/player/1971742/Business-Listings--Auditing-Listing-Accuracy

Click Through 6: Analyze Business Listing Performance

8 STEPS

1. Let's explore what actions people can take on our listings and how we can track those actions.

In Google, click Search

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2. Type BDP Uptown and press enter.

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3. Here is BDP Uptown's Google Business Profile! It contains critical business information like address and phone number that are important to potential customers.

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4. From this listing, people can navigate to the business' website, get driving directions, and click to call the business.

Let's click Website

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5. That website click is tracked in the Reputation platform! From the Listings > Performance tab, you can view total Clicks to Website as well as conversion rates and comparisons to the previous time period selected.

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6. To view performance metrics for a specific source, click to expand the Source dropdown at the top of the page.

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7. For this example, select Google

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8. Now we see only actions and metrics for our connected Google Business Profiles.

That's it! You've completed this walkthrough.

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Here's an interactive tutorial

** Best experienced in Full Screen (click the icon in the top right corner before you begin) **

https://www.iorad.com/player/1971731/Business-Listings--Performance

Thank you for taking the time!

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