The Reputation section displays all review requests that have been issued, including information about the recipient, and whether they have submitted them or not. Utilize this section of your CRM to send new review requests, view the latest invite and review trends, and keep track of reviews you’re receiving.
Note: Depending on your user permissions, you may not have access to all of the components.
Send Manual Review Requests
Users can send review requests either automatically through workflows, campaigns, and triggers, or manually by clicking the Send Review Request button for individual contacts.
Sending Manual Review Requests
Once you click the “Send Review Request” button, you’ll need to input the contact’s information. You will need to add their name, and either a valid email address or phone number to send the review request.
Users can customize the appearance of the review request by navigating to the Reputation Management section in the CRM settings.
Invites Goal
Invite goals are set to encourage you to send more review requests to your customers. As you continue to send review invitations, your goals will adjust accordingly. After sending out 20 requests, your goals will be updated and progressively increased, providing you with a target to aim for! This continuous growth in goals not only helps you expand your customer feedback but also motivates you to engage with your clients and improve your services based on their reviews.
Reviews Received
With Reviews Received, you can view a comprehensive summary of the total number of reviews received within a particular time frame. Additionally, you’ll be able to see the percentage increase or decrease in comparison to the previous period, offering valuable insights into your performance trends.
Furthermore, the sources of these reviews are also presented, allowing you to understand where your customers are leaving feedback and which platforms may require more attention. This information is essential for evaluating your customer engagement strategy and making informed decisions to improve your online reputation.
Review Sentiment
When a customer provides a review with a rating of 4 stars or higher, it is considered to reflect positive sentiment toward your product or service. Conversely, any review with a 3-star rating or lower is deemed as expressing negative sentiment.
In this section, you can observe the percentage increase or decrease in both positive and negative sentiments over a specified timeframe. This information is valuable for gauging customer satisfaction and understanding areas where improvements may be necessary to enhance their experiences and boost your overall reputation.
Average Review Rating
In the Average Review Rating section, you will find a graphical representation of your review ratings across a specified timeframe. This visual breakdown makes it easy to understand the distribution of ratings and identify trends in customer feedback.
Additionally, you will be provided with a percentage that indicates the increase or decrease in the overall rating during that period. This information is crucial for monitoring your performance, understanding your customers’ satisfaction levels, and implementing necessary improvements to enhance their experiences with your products or services.
Invite Trends
Monitoring your review request trends is an essential aspect of understanding the frequency at which you are sending out review invitations to your customers. By keeping track of these trends, you can determine whether you need to increase the number of invites being sent or maintain the current rate. Regularly evaluating this data enables you to identify any gaps in your customer engagement strategy and make informed decisions on how to optimize your approach to gaining more feedback and enhancing your online reputation.
Tendances des avis
Dans la section Tendances des avis, vous trouverez un graphique de tendance qui illustre le nombre d’avis que vous avez reçus dans une période spécifique. Cette représentation visuelle vous permet de suivre et d’analyser facilement les fluctuations du volume de vos avis au fil du temps, offrant des insights précieux sur l’engagement et les motifs de retour de vos clients.
Modifier les périodes de temps
Pour modifier la période affichée dans chaque case de données, il vous suffit de cliquer sur les trois boutons verticaux situés dans le coin supérieur droit de chaque case et de choisir la période souhaitée. Ainsi, vous pouvez rester informé des invitations et des tendances des avis, et prendre des décisions éclairées basées sur les données.
Dernières demandes d’avis
Dans cette section, vous pouvez accéder à une liste complète de toutes vos demandes d’avis récentes, y compris le nom du destinataire, l’adresse e-mail ou le numéro de téléphone utilisé pour envoyer la demande, ainsi que la date d’envoi.
Ce dossier détaillé constitue une référence précieuse lorsque vous devez répondre aux questions ou préoccupations des clients, par exemple lorsqu’un client affirme qu’il n’a jamais reçu de demande d’avis.
Voir toutes les demandes d’avis
Pour accéder à une liste complète de vos demandes d’avis récentes, il vous suffit de cliquer sur le bouton désigné ou de choisir l’option Demandes dans la barre de navigation secondaire.
Derniers avis
Dans la section Derniers avis, vous trouverez une liste complète de tous les avis récents soumis par vos clients. Les informations fournies incluent la date de soumission, la note en étoiles attribuée et la plateforme où l’avis a été publié.
Voir tous les avis
Pour accéder à une liste complète de vos avis récents, il vous suffit de cliquer sur le bouton désigné ou de choisir l’option Avis dans la barre de navigation secondaire.