In Manage Reviews:
Click the Respond button or the title of the review to go to the review on that site.
For a My Listing page, Google Maps and Facebook, you can respond directly from Reputation Management > Manage Reviews. In order to do this with Google Maps or Facebook reviews, the relevant Google My Business account or Facebook account must be authenticated in the platform. For other review sources, you will be directed to that source and will need to follow that site’s requirements for responding to reviews.
Seventy-two percent of consumers say they trust online reviews as much as personal referrals, so whether it’s a testimonial, a detailed article on someone’s blog, or an offhand comment on Twitter, people are now chatting 24/7—and local business owners need to be paying attention. This is why responding to reviews is extremely important.
When drafting review responses, we recommend that you personalize the response to the content of the original review. This lets them know that you have read their feedback and that you aren’t just sending a stock response.
How to respond to Positive Reviews:
For positive reviews, thank them for their praise, and invite them to come back. You can let them know about upcoming promotions that they might be interested in. Remember, positive reviews also make great social posts!
How to respond to Negative Reviews:
Negative reviews should also be personalized to the content of the review. You want them to know that you are listening to their complaints. Make sure to apologize for the experience, and invite the reviewer to resolve the issue offline. It’s always better to deal with their issues privately.