Review Management

In this section, you can access a complete overview of customer reviews from both Google and Facebook that are linked to your business. By integrating your Google and Facebook accounts with the platform, you can view and manage all customer feedback from a single, centralized location, making it easier to keep track of your company's online reputation.

Note: Access to certain features may vary depending on your user permissions.

Sending Review Requests Manually

Review requests can be sent out automatically through workflows, campaigns, and triggers, or manually to individual customers by clicking the Send Review Request button.

Steps to Manually Send a Review Request

When you click the Send Review Request button, you will need to provide the contact’s details, including their name and either a valid email address or phone number, to proceed with the request.

No Reviews Yet?

If you see a message indicating No Reviews Yet, it means that your company hasn't collected reviews on Google or Facebook. To start gathering reviews, you can customize your review requests in the Reputation Management section of your CRM settings. If you already have reviews, you can continue with your guided tour without any interruptions.

Searching for Specific Reviews

If you have many reviews or need to find feedback from a particular customer, the search bar can help. Simply enter the customer’s name to quickly locate their review, allowing you to manage and analyze individual feedback efficiently and respond appropriately.

Review Display Format

Customer reviews are shown in a visually appealing card format, which includes key details such as the reviewer’s name, star rating, submission date, and any comments they’ve made. This layout ensures that reviews are easy to read and navigate.

Reviewer Information

The reviewer’s name and their star rating are displayed prominently at the top left corner of the review card.

Submission Date

The date when the review was submitted can be found in the top right corner of the review card.

Removing a Review

Next to the submission date, you’ll find an option to delete the review from your CRM system. Deleting the review here will only remove it from the CRM; the original review on Google or Facebook will remain unaffected.

Full Review Content

To read the complete feedback provided by the customer, simply look at the main content area of the review card, where their detailed thoughts and experiences are shared.

Responding to Reviews

It's important to respond to both positive and negative reviews. To engage with a review, type your response in the designated area and click the Respond button. This action shows your company’s dedication to customer service and improvement.

Sharing Reviews on Social Media

You can share individual reviews on your social media platforms by clicking the Share button. Choose the social media account you’d like to use, then click Share to post the review.

Filtering Your Review List

To filter your list of reviews, select any of the options from the drop-down menu and choose the category you’d like to filter by. This feature is useful if you want to focus on reviews with a specific star rating, such as 4 stars or higher, or address concerns from reviews with lower ratings.