Reputation and Review Requests

This article provides an in-depth understanding of the Reputation Overview Dashboard and the Client Check-In functionality. By the end of this guide, you'll be equipped with the knowledge and tools to effectively manage your online reputation.

Reputation Overview Dashboard:

The Reputation Overview Dashboard is a robust tool that offers insights and analytics to help you monitor and manage your online reputation effectively. To access it, simply go to the Reputation > Overview tab within your account.

Invite Goals:

The "Invite Goals" section sets predetermined incremental amounts (not editable) that increase as each goal is achieved. These goals serve as motivation to continually improve your reputation management efforts.

Reviews Received:

In this section, you can view the number of reviews received within the selected time filter. The system pulls in both new and old reviews from Google and Facebook. Ensure that you have integrated each channel within account settings > integrations to retrieve reviews for Google or Facebook.

Online Listings (when applicable):

For accounts with Yext enabled and subscribed to location, the "Online Listings" tab provides an overview of your listings in the dashboard. Click on "View Status" in the top right-hand corner for more detailed information.

Avg Rating:

The "Avg Rating" represents the total number of stars given within the given time filter divided by the total number of reviews. This metric offers valuable insights into your overall rating.

Sentiment:

The "Sentiment" tile utilizes Google's AI to analyze reviews from Facebook and Google, determining whether they are positive or negative. This feature provides a clear understanding of how people feel about your business or service.

Invite Trends:

The "Invite Trends" section displays the total outbound reviews requested by the account across SMS and email channels within the selected time frame.

Review Trends:

The "Review Trends" tile presents a visual bar graph illustrating the reviews received by the system month over month. This graph allows you to track review trends effectively.

Latest Review Requests:

Stay informed with the "Latest Review Requests" tile, which includes details about the invites sent, the channel used (SMS/Email/Whatsapp), and the date of sending.

Latest Review:

The "Latest Review" section lists the most recent reviews received, including the contact that left the review on Facebook and Google.

Client Check-In Functionality:

A noteworthy feature of Reputation Management is the "Client Check-In" function. With this feature, businesses that have reception functions can send review requests automatically after checking in a client for an appointment. 

For example, when a client visits your business, you can check them in, and within a few hours, the system will automatically send a review request on your behalf. You can enable this from Settings > Reputation management and select the radio button as “Follow a custom schedule for review requests” and scroll down to choose the behavior for SMS, Email & Whatsapp respectively

Then you would click on send a review request to check in a client and send a review request when preferred.

You have now explored the powerful Reputation Overview Dashboard and learned about the convenient Client Check-In functionality. With this information, you are well-equipped to proactively manage your online reputation and make data-driven 

decisions. 

Pause or stop recurring emails and SMS for individual contacts

This feature allows you to pause and resume SMS and email review requests for individual contacts within recurring email and SMS campaigns.

You can temporarily stop and restart review requests for specific contacts while maintaining ongoing campaigns.

How to Pause/stop Email, SMS & WhatsApp Review requests for users:

1. Go to the 'Reputation' tab
2. Navigate to the 'Requests' section
3. Click on 'Stop/Restart' Button to pause or resume review requests for individual contacts

Should you have any questions or need further assistance, our support team is ready to help.

FAQs

1. What is the Reputation Overview Dashboard?

• The Reputation Overview Dashboard is a tool that provides insights and analytics to monitor and manage your online reputation. It offers a snapshot of reviews, invites, trends, and ratings to help you improve and track your online presence.

2. How do I access the Reputation Overview Dashboard?

• Go to the Reputation > Overview tab within your account to access the dashboard.

3. What are "Invite Goals"?

• Invite Goals are incremental, non-editable targets that motivate you to continuously improve your reputation management. Each goal achieved sets a new target to aim for, helping you keep track of your progress.

4. How can I see the number of reviews received over time?

• The "Reviews Received" section shows the number of reviews collected within a selected time frame. Ensure you’ve integrated Google and Facebook in account settings > integrations to pull reviews from these platforms.

5. What is the average rating, and how is it calculated?

• The average rating represents your average star rating over a specific period. It’s calculated by dividing the total stars received by the number of reviews.

6. How does the Sentiment feature work?

• The Sentiment tile uses Google’s AI to analyze the tone of reviews from Google and Facebook, indicating whether the feedback is positive or negative. This helps you understand customer sentiment at a glance.

7. What is the Invite Trends section?

• Invite Trends shows the total number of review requests sent out via SMS, Emails & WhatsApp within a selected period, giving insights into your outreach activity.

8. How can I track Review Trends over time?

• The Review Trends tile displays a bar graph of monthly review volumes, allowing you to visualize changes in review frequency.

9. What information does the Latest Review Requests section provide?

• This section shows recent review invites sent, including the channel used (SMS/Email/WhatsApp) and the date of each request.

10. Where can I find the most recent reviews received?

• The Latest Review section lists the most recent feedback left on Google and Facebook, including details of the contact who posted it.

11. What is the Client Check-In Functionality?

• The Client Check-In feature allows businesses with reception functions to send automatic review requests after checking in a client for an appointment. This can be enabled in Settings > Reputation Management under the "Follow a custom schedule for review requests" option.