Replying to reviews is one of the most crucial aspects of Review Monitoring. Review replying on Emojot’s ORM is a breeze and has multiple ways of generating responses, let’s have a look at those methods.
NOTE – DIRECT REPLY IS ONLY AVAILABLE FOR GOOGLE AND FACEBOOK AT THE MOMENT AND TO BE ABLE TO DIRECTLY REPLY TO A REVIEW FROM EMOJOT’S ORM, THE USER SHOULD HAVE ADMIN ACCESS TO THE RELATED CHANNEL/PAGE.
For more information please check our “Review Reply Guide“.
A user can respond to a review by simply clicking on the “Reply” button on the bottom right-hand corner of a review widget:
Once the button is clicked, it expands the reply section as shown below:
- Direct replying – A user can easily type in a response for a given review and reply on the platform itself.
- Review reply templates – By clicking on “Manage templates”, it opens up the following window the manage response templates. You are able to have pre-defined templates for Negative or Positive sentiments along with any needed placeholders such as Reviewer Name, Source and Location. All the templates can be managed from this window.
The user can easily select a matching template, make any necessary changes and respond to the review.
- Generative AI reply suggestions – This feature uses an advanced AI engine to generate a reply based on the review. By simply clicking on “Suggest reply” a response is generated as shown below:
A special thing to note here is that the AI response suggestion has multi-language support and once the response is generated it can be altered as needed. This feature is most important in instances where the user is not familiar with a language or if the review is too long to read.