How to respond to reviews
Responding to your reviews (all reviews, not just negative ones) is an important part of reputation management.
Not only does it show your customers that you care, review responses also:
- Improve the customer experience
- Help you rank better in search engine results
- Help you get recommened more by AI
- Start conversations that lead to deeper insights into your business
You can respond to all 1st-party reviews and to Google & Facebook reviews (from connected accounts) on the "Reviews" page:
And you can even set the system to auto-respond your reviews using AI.
Public Review Responses
Public responses will appear in the Review Feed and as responses to reviews in connected Google & Facebook accounts. Click the "Public" button to open up the response modal:
You can compose a manual review response, or click the "Generate AI Response" button to have the system write a response for you.
To change the prompt & settings for AI responses, go to Settings > Review Settings > AI Review Responses.
Click the "Send" button to post your response.
You can edit or delete a public response by clicking the "Public" button again to re-open the response modal.
IMPORTANT: A public response to a 1st-party review does not get sent to the contact - it simply gets posted as a response to the review on your Review Feed. If you also want to send your response to the contact then you'll want to send them a private response (see the "Private Review Responses" section below for how to do that) in addition to posting your public response.
Note that when you edit a Facebook review response in ReputationStacker, instead of editing your original response it will post an additional response, but you can delete your original response by going into your Facebook account and deleting the response directly from there. Google does not have this issue.
If you click the "Public" response button for a 3rd-party review that wasn't posted to a connected Google or Facebook account then the system will open up the 3rd-party review site in a new browser tab so you can login and post your response directly on that site. Within a few days ReputationStacker will detect your response on the 3rd-party review site and include it in the review record on the "Reviews" page as well as in your Review Feed.
Want the AI to compose a response to a 3rd-party review that wasn't posted to a connected Google or Facebook account? Click the sparkle icon immediately to the right of the "Public" button:
This will open a modal that automatically generates an AI response. Click the "Click to Copy" button, then close the modal and click the the "Public" button to go to the review site where you can login and paste the response to the review:
Private Review Responses
You can respond privately to contacts who posted 1st-party reviews by clicking the "Private" button. This will open up a modal to compose your private response.
And if you use AI to auto-respond to your reviews publicly, you can set it to also auto-respond privately to contacts who posted 1st-party reviews.
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After you've posted a public or private response, you'll see a checkbox next to the respective button:
PRO-TIP: Apply a filter (at the top of the "Reviews" page) to quickly find reviews that you haven't responded to yet. In this way you can easily make sure that no reviewer slips through the cracks!