Reputation Management

Collect reviews on multiple review platforms automatically

Tom Goodwin avatar
Written by Tom Goodwin
Updated over a week ago

The Reputation Management feature allows you to direct a certain percentage of your customers to review on different Third Party platforms.

Requirements

✅ Active REVIEWS.io account

⚡️ Reputation Management bolt-on

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.

Please note: Google & Trustpilot do not currently support the Complaint Handling feature as this goes against their terms&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.

Please 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 duplicated review content across multiple platforms.


Custom Pre-Direct Questions

When collecting 3rd Party Reviews we ask your customers two questions before redirecting them to a 3rd 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 send to Third Party sites.

If you did want to collect both a third-party review and product review, you would need to create separate templates, once both templates are activated then each customer will receive two invitations. One for a product review & one for a third-party/company review.

If you would like to have more control over this then you can follow our Flow - Requesting Third-Party Reviews article here


Choose which local sites to connect

You may choose from a range of third parties for review collection:

  • Google Local (Google My Business)

  • Trustpilot

  • Facebook

  • 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.

Facebook

  • Click 'Connect your Facebook Account' and follow the on-screen instructions

    • Your customers can write a review on Facebook only if they have a Facebook user account.  We cannot determine whether your customer has a Facebook 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

  • Click 'Connect your Yell.com Account' to connect your Yell.com page with REVIEWS.io

    • Your customers may require a Yell.com user account in order to write a review on Yell.com.  We cannot determine whether your customer has a Yell.com user account.

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

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.

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