Review Monitoring Best Practices | Yext Hitchhikers Platform

What You’ll Learn

In this section, you will learn:

• Best practices for monitoring reviews
• Who should be involved in review monitoring
• How often you should look at your reviews

Review Monitoring Basics

Best practices for review monitoring will vary depending on your goals and organizational structure. The key is to build review monitoring processes that make sense for your brand and provide the data that you need to make informed decisions.

Who to Include in Review Monitoring

This will depend highly on your organization and which groups are interested in being involved. Stakeholders that are often involved in review monitoring include:

• Corporate: The corporate or executive team is often involved in order to understand brand reputation at a high-level to inform strategic decisions.

• Local Managers: Local managers such as store managers, regional managers, or franchisees are involved in order to provide relevant data to their local teams and improve individual locations.

• Customer Care: Customer care teams may be involved when brands use reviews to track and improve customer satisfaction.

Tools for Review Monitoring

Depending on your role, you may want different levels of visibility into your reviews, which can be managed using tools like notifications, dashboards, and integrations.

Here are some best practices around when to use which tool:

• Notifications: Notifications are best used by people who need to be reactive and make quick changes based on reviews, for example, a regional manager who wants to be notified when a specific type of review comes in pertaining to the locations or branches they manage.

• Dashboards: Dashboards are a great tool for users who want to custom-build a view of the data they care about, to be viewed on an as-needed basis. Dashboards can also be sent out at your preferred cadence using Analytics notifications. For example, an executive might use a dashboard when they want to stay aware of incoming reviews, but don’t need to be regularly notified.

• Integrations: Integrations are helpful to get reviews in front of teams who may not be working directly in Yext. For example, if your customer care team typically lives in Zendesk or Salesforce, they can receive and respond to reviews in those platforms.

When to Monitor Reviews

No matter the cadence you decide to monitor reviews, it’s important to put processes in place to support those needs.

• Real Time View: Create notifications and dashboards to get a real time view of your reviews as they come in.

• Weekly/Monthly Reports: For users who aren’t logging in to the platform daily but still want a high level view of the incoming reviews, a weekly or monthly report may be best.