How to: respond to online reviews

How to: respond to online reviews

Respond to your customers directly from The Hub after they’ve left you online reviews.

What are the benefits?

Streamline your review management process
You can respond to reviews from Google and Facebook directly from The Hub, making it easier and faster to respond to reviews. For other sources, you can get a direct URL to the review location, saving you time.

Improved review scores
Studies have shown sites can expect a 12% increase in review volume, and a 0.12 improvement in average review scores once they start responding to reviews.

Improved visibility 
Venues with 4 or 5-star reviews are placed 9% higher on search listings, which increases footfall and makes it likelier for your customers to leave even more reviews.

Process

Respond with free text (Google and Facebook only): 
- Type your freeform message in the 'respond to review' box 
- Select 'post response' to publish the response to Google/Facebook

Respond with a template (Google and Facebook only): 
- Select 'Use Template'
- Select the template that you would like to use (templates are suggested based on the score of the review)
- Select 'Select'
- If you would like to amend or add to the template text, this can be done from the 'Respond to review' box once you have selected your response
- Select 'Post Response' to publish the response to Google/Facebook



- You can also create your own bespoke response templates, which allow you to respond to your customers with your own specific tone of voice - see here for more information. 

Respond to reviews in the source portal: 
- Select 'View or respond in [Source]'
- Chose whether you would like to view or respond to the review - the link will open the review in a new window
- Selecting 'Respond' will take you to the relevant owner pages to respond to the review
- Note that you will need to the correct permissions to respond on the relevant source platform.



Getting started

- Our basic response tools are included for free as part of our review management module.

- To respond to Google and Facebook reviews directly from The Hub you'll need to ensure that these are integrated - see instructions for this here (Google) and here (Facebook).

- To set up custom response templates, see further instructions here.

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