The Reviews page stores lots of important information collected and analyzed through Chatavise; it's the hub of customer feedback! From this page you can see all of your service feedback (other than Surveys) received through Chatavise. Here's a look at the main Reviews page:
If your Reviews page looks empty, take a look at our article here: How to Set Up Reviews. Once you've connected with your favorite platforms to pull in reviews, this guide will offer a complete breakdown of the different sections of the Reviews page.
First, we'll start with the main Reviews page. From here you'll find reviews along with information associated with the review, filters to organize reviews, and different tabs within the Reviews page.
There's a lot of information available about a review and the customer who left it from the Reviews page. Information on the main Reviews page includes: the customer's full name, service location, technician(s) assigned to the job, platform the review was left on, time and date the review was left, star rating, and the status of the review response.
If you would like to connect a technician to a review, you can do so from the main Reviews page. Click on the button at the bottom right of a review to add a tech.
A window will open up that allows you to browse through all available Chatavise users to assign to the review. Click the Assign button beside the relevant technician and that user will be added and connected to the review. Click on the Remove button to remove an assigned user from a review. Click on the X button at the top right of the window to go back to the main Reviews page.
Clicking on the View button on the right side of the review will open to that reviews advanced page.
You have more capabilities from this page when handling reviews.
You can view as well as update the status of a review from this page. Review status will automatically update from Open to Responded whenever a review has been responded to publicly on a review hosting platform.
Occasionally, there may be a customer that you will have to note not to interact with. If you'd like to update the status of a review, click on the dropdown from the top right. You can set a review to Do Not Respond from here.
If you'd like to make any notes about this review, you can do so at the bottom of the page.
Start typing in the text box and hit enter to save any notes. Team members will see notes that you've left on a review when they visit the individual review's page. You are unable to edit or delete a note once you save it.
If you'd like to know who left the note on the review, you can hover over the user icon to see the name.
If you'd like to reach out to a team member with information about a specific review, you have the ability to send Mentions from this page. First, click on the text box at the bottom of the page and type your message to your team member here.
Next, search through users with the help of the search bar or location filter, and hit the Assign button to add the relevant user(s) to the mention. If you've accidentally added a user, you can hit the Remove button to
Once you've confirmed your message and who you're assigning it to, hit the send button below the user list.
This mention will now show up just above the Mentions textbox as well as alert the user either via push notification or email.
If you'd like to check out a review from the platform it was posted on, you can click the New Window button visible at the top right of the review, next to the time of posting.
Clicking on this button will open a new window to the live review, off of the Chatavise platform.
If you'd like to respond to this review, head back to the individual review's page. From here, you'll have two options. First option is to manually type the response you'd like to leave on the platform in the textbox yourself.
Type your response in the text box and hit the Update Reply button just below the text box.
If a review was responded to manually, you can keep track of who responded to the review from this page.
Be aware that your response to the customer from this page is fully public and available for all potential customers to see. Make sure that your review complies with the review platform's content policies. You'll be able to brush up on the Terms of Service if you need to from this individual review page.
A link to the Terms of Service can be found below the response text box and above the Update Reply button.
You also have the option to reply to the review with a previously saved template. To use a template, click on the dropdown menu above the review response text box.
You'll be able to select from templates that fit the type of review; positive or negative, as well as a written review or a simple rating. Select a template, and hit Update Reply when you find the one that works for you.
You can set up templates to quickly respond to reviews from the Templates tab of the Reviews page.
To add a new template, click on the Add Template button at the top right of the page.
From here you'll have the opportunity to create templates to respond to the specific type of feedback you've received. First, give your template a name. For example, Positive Review 1; something descriptive so that you will understand the general response given without reading the template.
You can respond to either positive or negative reviews, as well as differentiating between reviews with written responses or not. Select the type of feedback you'd like this template to be for.
Lastly, decide whether or not you'd like this template to be an auto response for reviews. If you'd like to send out the review responses yourself, skip the checkbox for this one, and hit Add Template.
Your new template will now show up on the Review Templates page. You can have multiple templates for the same type of review with Autopilot, so feel free to add as many different options as you'd like. If you'd like to set up review responses to be sent automatically, you can activate Autopilot, which we will discuss shortly.
Lastly, you have the ability to add tags to a review. If you'd like to categorize your reviews in a multitude of ways, you can do so from this page. This is mainly helpful when it comes to keeping track of negative reviews and what must be done to help ensure customer satisfaction.
To add a tag, click on the New Tag text box and add a quick description about the review. Type in your tag and hit the enter button to save it.
Your tag will now show up in a bubble below the New Tag text box. You may also scroll through the tag dropdown that pops up when you click on the New Tag text box. Selecting a pre-made tag will automatically add it below the text box.
Now that the review has been tagged, you can search for tagged reviews from the main Reviews page. You'll be able to select from a list of all available tags in the filters section.
That covers everything on the main Reviews page as well as the Templates page; next let's take a look at Autopilot.
Autopilot controls automatic review responses. If you'd like to type up a handful of review response templates and have Chatavise randomize template responses for your reviews instead of you sending them manually, you can control this from this page.
To activate Autopilot, all you need to do is flip the switch beside the location(s) you'd like to have reviews automatically replied to. Reviews responses will depend on the review types you set up from the Templates tab. You can toggle the switch for this control at any time.
The next tab is the Snapshot tab. From this page, you'll be able to copy the line of code necessary to display your review rating on your company's website. Head to the Snapshot tab and click on the Add Widget button at the top right of the screen.
Name your widget and connect it to one of your existing locations. Once selected, hit the Save button.
Once you hit save you'll be sent back to the main Snapshot page. Click on the View button below your first widget to open a new window.
Scroll down and you'll find the code to add to your new widget to your company's website. Instructions on where to add this code are included here.
Review widgets will look a lot like this once they've been added to the website.
The last tab on the Reviews page is an important one; the Reviews Dashboard. You can gather a lot of information from your reviews on this page.
There are filters available to help you sort through review data on this page. You can filter out reviews by location and review platforms. You also have control over the date range reviews are pulled from, as well as the date range those reviews are compared to.
Make sure if you change the date range using either filter that you hit the Apply button at the bottom of the date select window!
The first row displays the amount of reviews gained within your chosen date range, the average star rating of those reviews, and the average amount of reviews you gain per day.
In the second row you'll see a graph displaying average response rate for reviews left on platforms. This will be tracking your team's response rate to customers left, and comparing team responses to positive vs negative customer reviews.
You'll also see your team's average response time to customer reviews, also comparing positive vs negative vs total reviews.
The green percentages beside the averages show the percentage of improvement compared to the date range chosen in the filters above.
In the third row, you'll have a location review ranking as well as a breakdown of star ratings across platforms.
In the last row, you'll have a tag ranking, which is similar to the location ranking but with the previously covered tags, as well as a review site breakdown and where all of the reviews are coming from.
This concludes the ultimate guide to the Reviews page, but if you have any further questions about anything covered here, feel free to reach out by clicking on the question mark at the top right of any page and hitting the Contact Us button!
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