Qualifications:

• x
• x
• x
• x
• x

Requirements:

• Customer's volume of reviews in the last 12 months to identify an accurate monthly review volume
• Requested review network coverage: Google, Facebook, Yelp 
• Requested social media activities: responding to post comments (FB only), direct messages (FB only), or scheduling posts (local posts only -FB & IG)
• Establish that we only escalate to one contact for escalations. Customer must route escalations internally. We do not support routing to different contacts or stores individually. 
• Establish that review reporting is delivered via a standard report template. We do not support custom reporting outside of our template.

xxx

Out of Scope:

• Response libraries for different regions or store - we only support the use of one response library for all locations.  
• Managing different SLAs per store or region - we can only support one SLA (ex: 24 hours) for all locations in a response group. 
• Location performance tracking reported on a regular basis. Proactive improvement plans for locations below 4.0 rating target.
• Consistent review request workflows across multiple channels. Defined follow-up processes with measurable results.
• Regular reporting of high level insights to local teams. Established feedback loop between reputation management and operations teams.

Qualifications:

• Advanced response system with personalized templates. Escalation process in place with tracking to optimize performance across locations.
• All reviews responded to within 24 hours with quality assurance processes. Automated notifications to alert teams to new reviews.
• Regular location performance reporting with almost all locations exceeding a 4.0+ average rating.
• Advanced, personalized review generation campaigns with review targets per location to ensure high review velocity.
• Review & sentiment insights tracked by location or region. Internal processes or incentives help operationalize improvements and train teams to improve the customer experience.

Resources: 

Brand Voice Template | Response Library Template | Escalation Matrix Template  | Reporting Template | Review Generation Recommendations