Engaging with and maintaining online reviews is pivotal for any brand. Each response reflects the brand’s dedication to its customers, demonstrating attentiveness and commitment to improvement. In an age where online perceptions can dictate consumer choices, managing reviews is not just about addressing concerns—it’s about showcasing brand integrity, building trust, and painting a positive brand image.
Review Channels on Emojot’s ORM
Emojot’s Online Reputation Management (ORM) tool supports 80+ review sites. Let’s delve into some top review sites frequently used in the hospitality industry and understand the nuances of their review reply capabilities:
- Booking.com
- Agoda
- Tripadvisor
- Hotels
- Expedia
- HolidayCheck
Review Reply Methods
We categorize review replies into three main methods within the Emojot ORM. Here’s a breakdown of each method:
Direct Reply
This mechanism allows users to respond to a review directly via Emojot ORM. Use the “Suggest a reply” tool or manually draft your response, and simply click “Reply.”
Note: Presently, this direct reply function is exclusive to reviews originating from Facebook & Google.
Popup Reply
When certain review sites prevent direct responses from third-party tools, Emojot ORM ensures the process remains streamlined. Upon attempting a reply, a pop-up surfaces indicating the review site’s limitations. But we’ve got your back! Your drafted response is easily accessible and can be copied directly from this pop-up. Once you hit ‘Confirm’, Emojot logs your reply. To ensure it appears on the original review site, users are directed to the particular review, ready to paste and post their feedback.
Note: This method should be used for reviews on Tripadvisor & HolidayCheck.
Popup Reply & Search for Review
Certain review sites impose stricter limitations, preventing redirection to the exact review. When you craft a response and click ‘Reply’, a pop-up explains this limitation. Your tailored message is instantly available to copy from this notification. After pressing ‘Confirm’, Emojot stores your reply. To make this visible on the original site, navigate to the review site, find the pertinent review, and then paste and post your response. (For clarity, please see images 1 & 2 above.)
Note: This approach is relevant for reviews from Booking.com, Agoda, Hotels.com, and Expedia.