While it is ideal to respond to every review you can, it may be impractical to apply this tactic in your online reputation management operations. Time is of the essence, and you have other aspects of your business to manage. Therefore Revinate recommends the following protocol in replying to reviews:
- Respond to all 1 and 2 Star Reviews.
- Respond to as many 3, 4 and 5 star reviews as you can, as long you can personalize them.
- If you detect fraud or irrelevant content, petition the site to remove the review. (Example: How to dispute a TripAdvisor Review)
Within the Revinate application you may set up review response coverage goals to reply to a certain percentage of each corresponding star rating. Also, when responding to reviews, please keep in mind each review site has its own policy on management response to reviews. You can find a comprehensive list of all review sites and their management response policies here.
With all of this in mind you may be asking how you can save time in responding to reviews. The sheer volume of reviews you receive may become somewhat overwhelming, but fortunately, Revinate has thought of a way to assist you in replying to numerous reviews.
Revinate’s Response Templates are a core feature of the Response Assistant. This feature will allow you to create general responses to standardized guest reviews. This feature is customizable for different reviews, easily accessible to you and other users, and it also completely integrated with Revinate’s workflow ticketing system. These response templates will help team members adhere to brand guidelines and save valuable time in replying to reviews. To see more info on response templates, please see the following help desk article.