Manage online reviews with Reputation Management
Outcomes
✓ Use Review Response templates to reply to reviews efficiently
✓ Craft AI-assisted responses for all sentiment types
✓ Set up Review Requesting to grow star ratings
✓ Automate review requests at scale
✓ Use NPS surveys to protect reputation before asking for public reviews
Required Access
Partner Center access, Reputation Management product activated
This lab explores how to manage reviews at scale using the top Reputation Management features—templates, AI responses, review requesting, automations, and NPS surveys. By the end, you'll have a complete workflow for handling and enhancing your clients' online reputation from start to finish.
Step 1: Respond to reviews with templates (4 min)
Read
Respond to reviews in a few clicks with Review Response templates.
Best practice
You don't want to build an SEO relationship between your client's business name and a negative review. You can still encourage customers to get in touch to resolve any issues, but it is best to leave the business name out of negative responses. Include your client's business name primarily in responses to positive reviews.
How templates help
Templates speed up response time and ensure consistent, professional replies. Customize for your client's brand while following best practices for each review type.
Do
- Navigate to the Reviews section in Reputation Management
- Find a recent review (positive or negative)
- Open a Review Response template and customize it for the client's brand voice
- For negative reviews: craft a response that acknowledges the issue and invites direct contact—without including the business name
Verify
Check your draft: does a negative response avoid using the business name? Does a positive response include it? This is the SEO best practice to protect and strengthen the client's search reputation.
Step 2: Craft review responses with AI (4 min)
Read
Review templates can be drafted for all types of review sentiments—not just positive.
How it works
Review templates are drafted for all types of review sentiments and are automatically populated based on the star rating of the review. AI helps you craft appropriate responses for 5-star praise, 1-star complaints, and everything in between.
Use for all sentiments
Review Templates can be used for positive and negative reviews. The system adapts the tone and content based on the review's sentiment—so you respond appropriately without starting from scratch.
A plumber gets a 2-star review complaining about a delayed appointment. The rep uses an AI-generated template that acknowledges the frustration, apologizes, and invites the customer to contact them directly to resolve the issue—without repeating the business name (which would reinforce the negative review in search). The customer reaches out, the issue is fixed, and they update their review to 5 stars.
Do
Select a negative review and use the AI response feature to generate a draft. Review it for tone, accuracy, and the business name rule from Step 1. Edit as needed, then send or save as a template for reuse.
Step 3: Set up Review Requesting (4 min)
Read
Review Requesting offers a seamless workflow for managing and boosting your clients' online reputation.
How it works
With this feature, your clients can gather customer experiences to boost online star power and drive more business. In a couple of clicks, they can reach their customers via email and collect reviews on the sites that are most important to their business.
Templates
When sending review requests, you can choose between using a pre-designed template or creating a custom message. A default template is pre-selected which you can edit, or create your own templates from scratch.
Do
- Navigate to Review Requesting in Reputation Management
- Select the default template or create a custom message for the client
- Choose which review sites are most important for the business
- Send a test request to verify the flow works end to end
Verify
Confirm the request email looks professional and links to the correct review sites. Edit the template if any branding or messaging adjustments are needed.
Step 4: Automate review requests (4 min)
Read
Automate your Review Requests to scale reputation building without manual effort.
Benefits
Set up automations that trigger review requests at the right moment—after a purchase, after a service visit, or at another key touchpoint. Automation ensures consistent outreach and frees your team to focus on high-value tasks.
Do
Configure a review request automation for a client. Set the trigger (e.g., after a service is marked complete) and the delay (e.g., 24 hours after service). Assign the review request template from Step 3 to the automation and activate it.
Verify
Confirm the automation is active and the trigger condition is correctly mapped to the client's workflow.
Step 5: Use NPS surveys to protect reputation (4 min)
Read
NPS (Net Promoter Score) surveys offer a strategic alternative to directly asking for reviews.
Main advantage
NPS surveys allow businesses to address customer concerns privately before they become public reviews. Instead of asking customers for reviews directly—which can sometimes lead to public negativity—NPS surveys let you first assess customer satisfaction, identify areas for improvement, enhance your service, and increase the likelihood of positive feedback.
The flow
Survey first. If the customer is unhappy, reach out privately to resolve. If they're happy, then ask for a review. This protects reputation while building it.
Do
- Navigate to the NPS Surveys section in Reputation Management
- Set up an NPS survey for a client
- Configure the follow-up logic: unhappy responses route to a private resolution path; happy responses trigger a review request
Verify
Walk through the survey flow from the customer's perspective. Confirm that the branching logic correctly separates dissatisfied customers from the public review request path.
Key Resources
Knowledge Check
Knowledge Check
Test your understanding with 5 random questions from a pool of 6.