The Review Management and Social tabs make up the Reputation Management section of our platform. These tools help you collect, analyze, and respond to customer feedback, ensuring proactive engagement across your locations.

With our platform, you can:

• Gather and respond to customer feedback for all your locations in one centralized inbox.
• Monitor reviews across multiple platforms like Google and Facebook.
• Identify trends and successes—for instance, if a particular location consistently receives high ratings, you can analyze its performance and apply best practices to other branches.
• Share content and offers through social posts on the right channels, at the right time.

Collect and Filter Customer Feedback

In the Review Management > Inbox tab, you’ll find all customer interactions, including:

• Star ratings
• Written reviews
• Google Q&A submissions
• Photo uploads

Here’s what you can do in the Inbox tab:

• All Content: 
  • View all customer feedback here. By default, the most recent entries are displayed first.
• Filters: 
  • Use filters in the Inbox to narrow down customer feedback based on specific criteria. This helps you quickly identify trends, prioritize responses, and spot underperforming locations.
    • Filter by date range: Choose a preset or custom range.
    • Click on Filters to filter by Business, Country, Location, Label, Directory, Feedback type (e.g., reviews, questions, photos), Status (Read/Unread, Replied/Unreplied, All), or Star value
    • Use the search bar to find keywords relevant to your business.
• Saved Filters: 
  • Save frequently used filters for quick access.
  • Find them under the filter view drop-down menu.
• Email Notifications: 
  • Subscribe to saved filters to get email alerts when matching reviews come in.
    1. Open the filter drop-down menu.
    2. Click the three dotsnext to the filter you want to subscribe to
       • In the filter settings, choose:
         • Toggle on "Subscribe to email"
         • Set frequency: Immediately or Daily
         • Optionally: Share the filter or set it as your default
    3. Make sure email notifications for new reviews are enabled in your user settings.
• Export: 
  • Export filtered customer feedback to Excel for further analysis or reporting.

Manage Customer Reviews

Respond directly to reviews, comments, and questions across supported directories—all in one place.

To reply to a review:

1. Click the review you want to respond to.
   • Click “Show original” to preview the review on its original platform (optional).
2. Write your response in the reply box.
3. Click “Submit” to publish your reply.

Note:

• On Google, replies appear as "Owner's reply."
• On Facebook, the reply is shown under your business's website name.
• You can edit a previous reply at any time by submitting a new one (only the most recent will be published).