Q. What is the time frame to make any suggestions or edits to the suggested negative review response?
A. We will provide you with 24 hours to make any edits or suggestions to the response. If we do not hear from you within this time frame, we will post the response on your behalf.
Q. What kind of content will you include in my review responses?
A. Positive review responses will be personalized and tailored to the review content. Negative reviews will be apologetic, frame the business in a positive note and invite the reviewer to take the conversation offline.
Q. Does this service cover review responses in another language?
A. No, the Digital Agency only responds to reviews in English.
Q. Can’t I just delete my negative reviews?
A. Unfortunately, we cannot simply remove a review from the internet. Every reviewer is entitled to their voice. What we can do is flag a review that violates that site’s terms and conditions. If that particular listing site agrees with our request, they will remove the review. We would still advise responding to the review in the meantime. This way other potential customers (who may not know the reviewer is misinformed) will not assume the review is accurate.
Q. Do you monitor comments after a review response is posted?
A. We respond to your reviews, but we do not monitor those conversations any further after responding.
Q. There are online reviews for my business but I do not have access to the listing sites they are posted on?
A. To ensure we can respond to reviews on this source, our team will manually claim/ verify the listing source. To complete this process there may be additional steps required by you and our team will advise if your assistance is required.
Q. How do I get more reviews on my listing sites?
A. Consider having us run a review generation campaign. Our platform can be used to solicit reviews from customers by simply uploading a list of customer names and emails. You can ask for feedback and direct them to leave this feedback on popular sites like Facebook, Google and Yelp. We ran a campaign for one of our clients with approximately 100 email contacts. As a result, it generated 2-3 positive reviews in less than two hours and increased their average star rating from a 2.1 to 3.1.
Q. Will you respond to my existing review backlog?
A. Review Management only covers reviews posted after your accounts initial start date.
Q. Why is it so important to respond to both positive and negative reviews?
A. By responding to online reviews you are thanking and acknowledging your customers for their feedback, just as you would if they were to compliment your business in person. A response to a negative review is for the benefit of anyone seeing that review, not just the reviewer. It shows the business is aware of any issues their customers may be experiencing and that they are actively working to resolve these issues.
Q. Can I still personally respond to my reviews?
A. Absolutely. If you see a review that you want to specifically address, you are more than welcome to post your own response. If our team sees you have already responded to a review we will mark this task as completed in our system.