Blog
The Effect of Response Speed on Customer Sentiment & Conversion
In the world of online reputation management, we often focus on what we say in our review responses. We craft the perf...
Incorporating Review Replies Into Customer Service & Support Workflows
For most companies, review management and customer service operate in separate worlds. The marketing team handles public review responses, focus...
Legal and Compliance Considerations in Review Responses (Disclosures, Defamation & More)
Responding to online reviews has become a fundamental part of customer engagement. A thoughtful reply can build loyalty, repair trust, and showc...
Tone & Voice: Maintaining Brand Consistency in Review Replies
Your brand is more than just a logo or a product; it’s an identity built on every single interaction a customer has with your business. Nowhere ...
Escalation Workflows: When to Involve Support or Legal in Review Management
Most online reviews are straightforward. A happy customer shares their praise, or an unhappy one voices a complaint. Your team responds, and the...
Responding at Scale: Using Automation & Templates Without Losing Authenticity
For a growing business or a multi-location brand, a high volume of reviews is a sign of success. It means you have a large and engaged customer ...
Managing Fake or Malicious Reviews: How to Protect Your Reputation Online
You’ve worked tirelessly to build a business on a foundation of trust and quality service, but a single fake or malicious review can threaten to...
Turning Negative Reviews Into Opportunities: How to Turn Criticism Into Growth
A negative review can feel like a direct threat to your brand’s reputation. The immediate sting of public criticism often triggers a fight-or-fl...
How to Respond to Negative Reviews (Templates, Dos & Don’ts)
A negative review can feel like a punch to the gut. It’s a public criticism of the business you’ve worked so hard to build. The natural human re...
How to Respond to Positive Reviews: Best practices for Building Loyalty & Trust
A positive review is a powerful asset. It’s a public testament to your hard work and a compelling piece of marketing that influences future cust...
