List of features for review management
We can help boost your online reputation by making it easy to manage and respond to reviews from over a dozen review platforms, and to take action to improve your business. With us, brands typically improve ratings 10-15% in 4 months.
Online review features:
Streamline and optimise your online reputation management, and strengthen your reputation online with the ability to view and reply to reviews from up to a dozen platforms.
ALL YOUR REVIEWS IN ONE PLACE: We’ll pull in ratings from up to a dozen platforms into your inbox in The Hub. Sources include Google, TripAdvisor, Facebook, OpenTable, The Fork, DishCult, DesignMyNight, Yelp, Zomato, Booking.com, Expedia and TrustPilot. Note Opentable and Booking.com does not include reviews with no comments. Results can be viewed separately or pulled together into an overall score.
COMMENTS, PHOTOS & AUTHOR: Each rating will display the source and author, together with any comments and photos they have left.
RESPOND TO REVIEWS: As well as being able to view reviews all in one place, we also make it easy to respond to them from within the platform. Research has consistently shown that responding to reviews, particularly where the tone and content is positive, is effective in boosting your reputation.
IN PLATFORM RESPONSES: Respond to reviews from Google, Facebook and Booking.com 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.
RESPONSE TEMPLATES: To make it easier and faster to respond to all reviews, we provide a suite of response templates. Our platform adapts the suggested review templates based on the score of the review, saving managers even more time. You can choose content put together by our experts, or we can create custom templates for you, with your own specific tone of voice.
COMPETITOR STATISTICS: If you'd like to know how your local competitors are doing, and how you compare, we can select a few competitors for each location and pull their review score statistics into The Hub.
EMBED POSITIVE REVIEWS: When you're getting great reviews, you want people to know about it. So we can give you some code to embed on your website which will pull through a feed of reviews, filtered to only the ratings you want to show.
Reporting and analysis:
Visualise your feedback data with interactive dashboards, graphs and heatmaps to easily identify areas of opportunity and things you're already excelling at. You can cut, segment, filter and export your data almost any way you want within our award winning Hub portal.
SENTIMENT ANALYSIS: our text analysis tool that uses natural language processing to automatically identify and extract opinions from within text, providing you with enhanced insight into customer behaviour.
CASE MANAGEMENT: Where appropriate, create and assign actions against any piece of feedback in The Hub, giving each action a status, priority, deadline, category and owner.
INTUITIVE DASHBOARDS: Our dashboards are user-friendly, with various interactive features to help users to quickly identify patterns and create positive actions to improve your business.
INTERNAL BENCHMARKING: The Hub shows how selected locations compare with all locations. And league tables show where each location ranks.
EXTENSIVE HEATMAPS: Cut the data by dimensions such as visit date, time or location. Results are colour-coded to draw your eye to the areas in most need of attention.
TRACKING RESPONSIVENESS: We track two key response statistics for each venue: speed (how quickly you respond) and rate (the proportion of reviews you respond to).
DATA EXPORT: extract data from any dashboard, chart, table or heatmap from The Hub and export it to a CSV or PDF file.
Next steps:
Get in touch with your account manager if you would like to discuss adding our review management module to your guest experience management package.
To get started you'll need to confirm the following details:
- Which sources you'd like us to pull through - eg. Facebook, Google, TripAdvisor
- Which competitors you’d like to include for social competitor stats. We recommend 2-3 competitors for each site.
- You will need to complete the integration steps below for Google and Facebook (as applicable) and confirm once completed
- Review response permissions - whether all users should be able to respond to Facebook, Booking.com Google reviews via the Hub
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