You should reply to all reviews (good or bad) and you should reply as quickly as possible.
With myPresences you can make the process of replying to reviews and managing the reply process as quick and easy as possible.
Replying to Reviews
You can reply directly to reviews on:
- Google My Business
For other review services that allow replies we will redirect you to the most appropriate page where you can reply to the review.
This will be one of the following:
- A page where you can reply directly to the review on the review service.
- A dashboard on the review service where you can reply to reviews.
- The page on the service about your business where the reviews are listed.
Managing Review Replies
You should ensure all of your reviews that can be replied to are replied to.
myPresences provides the ability to manage your review reply process to see which reviews can be replied to and which have already been replied to. If you don't intend to reply to a review you can also indicate that it won't be replied to.
Seeing all reviews that can be replied to
myPresences knows which reviews can be replied to that don't have a reply.
To see these reviews:
- Go to the Reviews page.
- Click on the button that says Can Reply. This button will show the number of reviews that you can reply to.
- The reviews list will only contains reviews that can be replied to.
You should get this to 0 and have an empty list.
Seeing all reviews that have a reply
To see reviews with replies:
- Go to the Reviews page.
- Click on the button that says Has Reply. This button will show the number of reviews that have a reply.
- The reviews list will only contains reviews that have a reply.
Indicating you won't reply to a review
You may not want to reply to all reviews.
In these cases you can indicate that you won't be replying so that your Can Reply counts are not affected by these reviews (You want your Can Reply count to be 0).
To indicate that a review will not be replied to:
- Go to the Reviews page.
- Find the review that you won't be replying to. You can filter by Can Reply for this.
- Click on the Won't Reply button.
- The review will be tagged with a Decided not to reply tag and your Can Reply count will reduce by 1.
If you later decide to reply the Reply button will be available.
Managing Common Review Replies
If you are replying to a lot of reviews and are often saying something very similar you can create Review Response temples and select them when replying.
Review Response templates are available on the Setup Menu under Review Responses.
To create a review response template:
- Go to the Review Response setup page.
- Press the New button and give it a name.
- Type your template text.
- Press the Save button.
The list of templates will be available when you are directly replying to reviews.
When using review response templates you should change or add to each response so that you are not using exactly the same response each time.
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