Overview of the Reputation Tab

The Reputation section provides a comprehensive overview of all the review requests you've issued, including details about the recipients and whether or not they have submitted their reviews. This section of your CRM is essential for sending new review requests, monitoring the latest invite and review trends, and keeping track of the reviews you receive.

Note: Access to certain components may vary depending on your user permissions.

Manual Review Requests

You can send review requests either automatically through workflows, campaigns, and triggers, or manually by clicking the Send Review Request button for individual contacts.

Once you click the Send Review Request button, you'll need to enter the contact's information, including their name and either a valid email address or phone number. You can also customize the appearance of the review request by navigating to the Reputation Management section in the CRM settings.

Invite Goals

Invite goals are set to motivate you to send more review requests to your customers. As you continue sending review invitations, your goals will adjust, progressively increasing after you send 20 requests. This continuous growth helps expand your customer feedback while encouraging you to engage more with your clients and enhance your services based on their reviews.

Reviews Received

The Reviews Received section provides a summary of the total number of reviews received within a specific timeframe. You can also view the percentage increase or decrease compared to the previous period, offering valuable insights into your performance trends. Additionally, the sources of these reviews are shown, helping you understand where your customers are leaving feedback and which platforms may need more attention.

Sentiment

The Sentiment section categorizes reviews based on their ratings. Reviews with 4 stars or higher are considered to reflect positive sentiment, while those with 3 stars or lower are seen as expressing negative sentiment. Here, you can observe the percentage increase or decrease in both positive and negative sentiments over a specified timeframe, providing insights into customer satisfaction and areas for improvement.

Avg. Rating

In the Avg. Rating section, you can view a graphical representation of your review ratings over a specified timeframe. This visual breakdown makes it easy to understand the distribution of ratings and identify trends in customer feedback. Additionally, you’ll see a percentage that indicates the increase or decrease in your overall rating during that period, which is essential for monitoring your performance and making improvements.

Invite Trends

Monitoring your review request trends is crucial for understanding how frequently you send out review invitations. By tracking these trends, you can determine whether to increase the number of invites or maintain your current rate. Regularly reviewing this data helps you identify gaps in your customer engagement strategy and make informed decisions on optimizing your approach to gaining more feedback.

Review Trends

The Review Trends section presents a graph that illustrates the number of reviews you've received over a specific timeframe. This visual representation allows you to easily track and analyze fluctuations in your review volume, providing insights into your customer engagement and feedback patterns.

Timeframes

To modify the timeframe displayed in each data tile, click on the three vertical dots in the top right-hand corner of each tile and select your desired timeframe. This feature helps you stay current with your review invitation and review trends, enabling you to make informed decisions based on up-to-date data.

Latest Review Requests

In this section, you can view a detailed list of your most recent review requests, including the recipient's name, the email address or phone number used, and the date the request was sent. This record is valuable when addressing customer inquiries or concerns, such as when a customer claims they never received a review request.

View All

To see a complete list of your recent review requests, click on the designated button or select the Requests option from the secondary navigation bar.

Latest Reviews

The Latest Reviews section lists all recent reviews submitted by your customers, including the date of submission, the star rating, and the platform where the review was posted.

View All Reviews

To access a complete list of your recent reviews, click on the designated button or choose the Reviews option from the secondary navigation bar.