Lunch & Learn: Reviews

Welcome to Reputation Lunch N Learn Training!

Each month, Reputation hosts a virtual, live training session focused on one platform solution. Learn about best practices for managing your Reputation program from our experienced trainers through hands-on practice and live Q&A.

REPUTATION Lunch N Learn Series

Learn How To Access & Respond To Reviews

Cassie Sneed
Sr. Manager of Customer Marketing

Kasey Kershner
Customer Training Manager

Exercise 1: Monitoring Reviews

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/1979775/App-Reputation—How-to-untitled-task-name

Exercise 2: Responding 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/1979760/Office-Hours-Training-Series–Responding-to-Reviews

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