Show your customers that you care by replying to their reviews.
You just received a great review on Experience.com (Formerly SocialSurvey), Google, and/or Facebook. Now what? With Reply to Reviews, you can thank the customer by writing a public response right on the Experience.com (Formerly SocialSurvey).
After logging in to your Experience.com (Formerly SocialSurvey) account, go to the Reviews/Replies tab in your dashboard, where reviews pulled from Experience.com (Formerly SocialSurvey), Google and Facebook are featured. Hit the “Reply” button under any review*, and type your response! It’s that simple.
*Please note that users that do not have access to Reply to Reviews will not see the reply button.
When you reply to a Google or Facebook review, a pending status will appear until Google and Facebook approves the review:
The response will appear below the review on the public-facing Experience.com (Formerly SocialSurvey) profile page. The customer will get an email notification with the reply and a link to view it on the public-facing website. The same responses will also be included in the widget, so that all these communications will be available in all the places where your company is displaying reviews. You can share reviews wherever you’re allowed to manually post by linking them to your Experience.com (Formerly SocialSurvey) public profile page (URL to public profile pages can be found under Edit Profile in the top blue navigation bar).
WHY DOES THIS MATTER?
This is a great opportunity to personalize responses. Celebrate with raving fans, or show empathy to unhappy customers, inviting them to follow-up. Consistently replying to incoming reviews demonstrates to both your current and potential customers that you care.
So what are you waiting for? Start replying to reviews today to continue improving your customer experiences!
Please note that Experience.com (Formerly SocialSurvey) is unable to edit or delete replies to Google and Facebook reviews at this time. Experience.com (Formerly SocialSurvey) can pull Zillow reviews into its platform, but is not allowed to reply per Zillow rules. Experience.com (Formerly SocialSurvey) hopes this will change in the near future.