The Reputation Management feature allows you to direct a certain percentage of your customers to review on different third-party platforms.
Requirements
⭐️ Start-Up has 1 Connection
🌟 Grow and above has unlimited Connections
Navigation 📍
Log in to REVIEWS.IO
Navigate to Integrations
Select Reputation Management
Important: If you have connected any of your local review accounts, you will see a banner stating your customers will now be leaving reviews at REVIEWS.IO or at one of your selected local review channels.
Complaint Handling
Before forwarding your customers to a third-party platform, we'll ask them if their experience with you was satisfactory.
If they answer no, we'll ask them why and forward the answer to a customer support email address you supply.
To set this up, you will need to select 'complaint handling' from the setup page and enter the preferred email address.
Note: Google & Trustpilot do not currently support the Complaint Handling feature, as this goes against their terms and conditions.
Review Invitation Distribution
Once you have access to the Reputation Management, you will see two sections, including 👇
Where should we send your customers?
This allows you to set the distribution percentage by simply dragging the slider to your desired split.
Distribution among 3rd Party Sites
By default, this will be set to 'automatic management', which should show a 50/50 split on the slider. However, you do have the option to change this to 'manual management' which will then allow you to move the slider.
Example split 👇
If you choose to distribute 60% of customers to REVIEWS.IO and 40% to local sites and queue 200 review invitations, a total of 120 invitations will be directed to REVIEWS.IO and 80 customers will be directed to third parties.
Note: REVIEWS.IO has no control over user actions once they arrive at the third-party site. Some third-party sites require customers to create a profile in order to write a review. REVIEWS.IO has no way to determine if your customer has a profile with any third party. These factors may influence your review collection rate on these platforms.
IMPORTANT: Reviews written on REVIEWS.IO cannot be posted to other platforms, and reviews written on other platforms cannot be posted to REVIEWS.IO. Each Review invitation sent is good for one customer review on one platform.
Google does not tolerate duplicate review content across multiple platforms.
Custom Pre-Direct Questions
When collecting third-party reviews, we ask your customers two questions before redirecting them to a third-party review site.
If you scroll to the bottom of the Reputation Management page, you'll see the option to adjust these questions.
Creating an Email Template
You will be prompted to optionally create a Local Review Invitation.
It is not necessary to create one in order to collect local reviews (although we would highly recommend it to make your invitation more personalized), and if you do not, your Company Review Invitation will be used instead.
To create your invitation, head into the Email Templates section within the dash.
To create a new template, you can choose 'create template' and then choose 'local template'
Be sure to save the template and make sure it is activated! ✅
Note: Product Templates & Combined Templates will not be sent to third-party sites.
If you did want to collect both a third-party review and a product review, you would need to create separate templates. Once both templates are activated, each customer will receive two invitations. One for a product review & one for a third-party/company review.
Choose which local sites to connect to.
You may choose from a range of third parties for review collection:
Google Local (Google My Business)
Trustpilot
ReviewCentre
Houzz
Check-a-Trade
Yelp
Yell.com
Yellow Pages
Capterra
Cargurus
Cars.com
G2Crowd
BBB
Salesforce
Highya
Etsy
Trip Advisor
ProductReview.com.au
Shopify App Store
Sitejabber
Idealo (Germany only)
Billiger.de (Germany only)
Trusted Shops (Germany only)
Custom Third Party (Collection only)
Trustpilot
Add your Trustpilot Company Page URL and click 'Add URL'.
Your customers can write a review on Trustpilot only if they have a Trustpilot user account. We cannot determine whether your customer has a Trustpilot user account.
Google Local
Click 'Continue with Google Local' to connect your Google My Business account with REVIEWS.IO
Your customers can write a review on Google Local only if they have a Gmail account. Our system automatically filters our review invitations to send Google Local invitations only to users with a Gmail address.
Yell.com
Yelp
Click 'Connect your Yelp Account' to connect your Yelp page with REVIEWS.IO
Your customers may require a Yelp user account in order to write a review on Yelp. We cannot determine whether your customer has a Yelp user account.
Houzz
Click 'Connect your Houzz Account' to connect your Houzz page with REVIEWS.IO
Your customers may require a Houzz user account in order to write a review on Houzz. We cannot determine whether your customer has a Houzz user account.
Etsy
When you connect your Etsy URL, the format needs to be as follows:
https://www.etsy.com/shop/[username]/reviews/
Check-a-Trade
Click 'Connect your Check-a-Trade Account' to connect your Check-a-Trade page with REVIEWS.IO
Your customers may require a Check-a-Trade user account in order to write a review on Check-a-Trade. We cannot determine whether your customer has a Check-a-Trade user account.
Custom Third Party
Add your custom Profile Page URL to direct your customer there.
This is for review collection only. These reviews will not display in your dashboard
Your customers may require a user account in order to write a review on the customer platform. We cannot determine whether your customer has a user account.