Manage your reviews efficiently with the Reputation module
We allow you to centralize customer reviews from Google and Facebook and respond directly from the interface.
To view and respond to reviews left by your customers, go to the “Reputation” menu.
The interface is composed of the following elements:
- The list of reviews and associated responses
- Filtering options: period, platform, processing status, type of note, presence of a comment and keywords
- Downloading your reviews: retrieve your customer reviews in Excel format
- Response templates: Gain efficiency by selecting a pre-saved template to respond to your customers.
How can I consult the opinions of my customers?
All customer reviews are centralized on the “Customer reviews” tab. For each review, we specify the following:
- The platform on which it was published
- The publication date
- The number of stars
- The review written by the customer
How quickly are reviews displayed on the user interface?
The recovery time for reviews depends on each platform. Google provides them instantly while Facebook or TripAdvisor send daily updates.
How do I respond, edit or delete a response to a customer review?
You can respond to a review by writing your response in the relevant review window. Once done, click the “Publish” button. Your answer will be online a few minutes later.
A response can be edited after it is published by clicking on the associated button. Modify it then validate the publication. The initial response will then be replaced by the new one.
Finally, you can delete your answer even after posting. To do this, simply click on the corresponding button.
How do I change the processing status of a customer review?
When you publish a response following a customer review, we take it into account in the processing statistics and we indicate it with a specific icon.
However, you can choose not to reply to a review while considering it to have been processed. To do this, just click on the icon. In this way, the treatment rate will not be negatively impacted by the lack of response.
How to filter customer reviews?
You can sort customer reviews in different ways:
- By date: Select the period you want
- By Platform: Select reviews from a specific platform
- By processing status: Filter the reviews that you have answered or not
- By rating: Filter reviews by the rating left by the customer
- By Comment: Sort reviews based on the presence of a customer comment
- By keywords: Search for reviews containing the keywords of your choice
How to download customer reviews?
You can download customer reviews by clicking on the “Download my reviews” button at the top of the page.
Note: The reviews that are downloaded are those that appear on your web page. Thus, if you used a filter, you will find the selection in your download file.