Manage online reviews with Reputation Management
Reputation Management provides a smooth and comprehensive workflow for effectively handling and enhancing online reputation from start to finish. In this course, we explore how to manage reviews at scale using top features like AI review responses and automations.
- Use Review Response templates to respond to reviews in a few clicks
- Craft AI-assisted review responses for all sentiment types
- Set up Review Requesting to boost your clients' star power
- Automate review requests to scale reputation building
- Use NPS Surveys to gauge customer satisfaction privately
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.
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.
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.
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.
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.
Key Resources
Knowledge Check
Knowledge Check
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Now that you've explored the Reputation Management tabs in detail, dive into the next course to explore more features for managing your digital reputation. Your feedback helps us improve future trainings.