Why is Reputation Management important?
Online reputation management has a huge influence on your sales. Why? Your company’s website often isn’t the first place where customers interact with your brand. The real front door is the first page of search results, rankings, etc. This is where customers get unfiltered snapshots and uncensored opinions about your brand from others. That’s why online reputation management has become a priority for local businesses of all sizes.
One of the reputation management components is responding to online reviews. Who is looking at your online reviews? Nearly everyone. Everyone, from prospective customers to future employees and business partners, looks at online reviews before engaging with your business. Whether they’re positive or negative, it is essential to respond to reviews immediately, showing consumers that you appreciate their feedback.
In PromoRepublic, you can process Facebook and Google Business Profile reviews. As a franchisor, you can oversee reviews, ratings, and Q&As from one dashboard. You can give your franchisees a tool to do it on a higher level. It is called Reputation Manager under the Reputation section.
We encourage you to read about Best Practices for Review Management for Franchises and Multi-location brands here.
How does it work?
Navigate to the Reputation tab at the top and select Reputation Manager.
In this section, the franchisor can see the reviews in their main account for all locations where they are owners or participants.
Before you dive into the review process, first, you might want to:
Set the time period on the top right
Sort reviews by rating
Filter by source, which is selecting Facebook pages
You can reply to a review in two ways: either click the Reply button to the right or 'Show thread'. Clicking the latter will open the message in a separate window.
Using Saved Replies
Writing replies manually might take a lot of time, especially when they are typical. To save you time and make it more convenient for you, you can save replies and use them whenever you need to respond to a review.
Did you know that customers spend more on brands they follow on social media if they receive personalized and timely social responses? Learn more about how to create and use saved replies here.
Additionally, take a look at the best practices guide for responding to reviews. Managing online reviews properly is essential for maintaining a solid brand reputation and visibility in today's digital landscape.
Using AI Composer in Reviews for Quick Replies
PromoRepublic offers a powerful AI Composer integrated into the Review Management feature, enabling users to create quick and effective responses to customer reviews.
How does it help?
It will provide customised and efficient replies.
You will keep the professional language.
Eventually, it will enhance the customer experience.
We encourage you to learn more about using AI for your replies here.
On top of that, we also offer a review reply assistant. This is a feature within PromoRepublic's Reputation Manager that automates and customizes responses to customer reviews.
Reputation Insights
As a multi-location owner or a franchisor, you would be interested in analyzing the analytical data about your franchisees' reviews. Navigate to the Reputation Insights, which is part of the Analytics dashboard for franchisees. There, you can track your performance in Google Business Profile & Facebook Reviews for any given timeframe.
If you have any further questions, please contact us at
[email protected].