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Review Monitoring Best Practices
What You’ll Learn
In this section, you will learn:
- Common best practices for monitoring reviews
- What organizational roles should monitor reviews
- How often you should look at your reviews
The Who, What, and How of Review Monitoring
Best practices for review monitoring can 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.
Which roles should be included in your review monitoring processes?
This will depend highly on your organization and which groups are interested in being involved. Some common teams we see are:
Corporate - The corporate team is often involved in order to understand brand reputation and gather data to make informed business improvements.
Local Managers - Local managers such as store managers, regional managers, or franchisees are involved when the corporate team wants to provide relevant data to the local teams and give them the information they need to improve their locations.
Customer Care - Customer care teams may be involved when brands use reviews to track and improve customer satisfaction.
What processes should you put in place?
Depending on your role you may want different levels of visibility into your reviews. Administrators have helpful tools like notifications or dashboards to use for yourself and other users. A few best practices for every organization include:
Notifications - Roles that need to be reactive will likely want to use Notifications. They can be very useful if users want to be notified when a specific type of review comes in like a specific keyword, star rating, or site.
Dashboards - Dashboards are a great tool for users who want to custom build a view of the data they care about so that they can drop in and look at it at any moment in time. Dashboards can also be sent out at the cadence you like using Analytics notifications.
Integrations - Integrations are helpful to get the right reviews in front of the right people. For example, if your customer care team typically uses Zendesk or Salesforce to view customer satisfaction issues it might be helpful for them to receive and respond to negative reviews there as well!
How often should you look at your reviews?
No matter the cadence you would like to view your reviews it is important to put the 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.