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Introduction | Yext Hitchhikers Platform
Reviews are an excellent opportunity for businesses to understand and improve the customer experience. Responding to reviews engages your customers and increases your star rating, as users who leave negative reviews will often update or remove their reviews once they receive a response. However, managing reviews at scale can be challenging.
This guide will walk you through the steps to streamline your review management process. Consider this a central hub with the essential steps, which we’ll link to deep-dive trainings on each topic for more context and help articles with step-by-step instructions on specific tasks.
While monitoring, response, and analytics are enough to get you started, generation rounds out a good review management strategy. At a high level, the steps are:
- Set up review monitoring: Assign licenses for Review Monitoring, Review Response, and Review Generation, depending on your needs. Set up monitoring for brand-level reviews or reviews on Booking.com. Configure the behavior for deleted reviews and HIPAA settings.
- Determine your review response strategy: Decide how to categorize your reviews, who will manage each group, and how to incorporate Yext review response tools.
- Set up your strategy: Once you determine your strategy, you’ll set up review labels, users, response templates, and workflows to streamline your work.
- Action on your reviews: This is a continuous process as you receive feedback.
- Monitor insights: Analyze trends with your reviews. Adjust and optimize your review management strategy based on what you find.
- Generate reviews: Once you have a good handle on your review monitoring and response strategies, you should seek more feedback! Proactively asking your customers for feedback is the next step to creating an excellent review management program. Check out the Get Started with Review Generation guide.