45 percent of customers say they’re more likely to visit businesses that respond to their reviewsOnline Reviews Survey
The growing importance of online reviews means that businesses should use review alerts to keep up with the influx of ratings and feedback.
Every review contributes to a business’ success. A survey revealed that online reviews affect the purchase decisions of 67.7 percent of consumers.
However, it’s difficult to track every new review when a business has listings on multiple sites. Alert notifications from ReviewTrackers help businesses jump quickly on opportunities to resolve customer issues and capitalize on rave reviews.
Which Review Alert Type Is Best for You
The best way to send these alerts is by email. They provide enough information at a glance so that businesses don’t have to go into the software every time a new review is posted.
Each review alert can benefit you in different ways, but they all have a few things in common; you can set a custom alert that looks at specific review sites (so that you see all reviews or reviews from specific sites), and you can also set a filter to get alerts for specific locations or groups within the company.
The most basic notification sends an alert to your inbox every time a new review is submitted on a listing across all or specific review sites. You can also customize immediate alerts to only notify you of reviews of a specific rating number (so you only get alerts for negative reviews, for example).
In addition to the reviewer’s name, rating, and feedback, the alert also shows the review site and the business location.
Unfiltered immediate alerts work best for small- and medium-sized businesses that want to get notified every time a new review is submitted.
Large enterprises will want to filter alerts or customize their settings so alerts go out to the local and regional managers responsible for that location. Otherwise, hundreds of alerts will go into the inbox each day.
If the reviews are coming in large quantities, then immediate alerts might not be the best way to keep track of reviews. Another option is to get log alerts, which provide a running list of reviews (up to 100) received in a set time period.
You can get these notifications on a daily (arrives in your inbox at 7 p.m. Central time), weekly (arrives Sunday nights at 7 p.m. Central time), or monthly basis (arrives on the third day of each month). You can further customize alerts for weekly and monthly logs to show only reviews that don’t have a response from management.
In addition to the information provided in immediate alerts, logs also show the number of reviews from the past day, week, or month across the specified number of locations. You’ll also see the overall average rating across these new reviews.
For most executives or even regional managers, logs might not provide the broad overview needed to measure success whether it’s with one or multiple locations. This is where summaries come in to play.
Unlike logs and alerts, you won’t see individual reviews. Instead, a summary alert shows an overall rating as well as the number of new reviews. These metrics are then compared month-over-month, week-over-week, or day-over day depending on how you configure the alert.
The summary features a ratings breakdown chart, an overview of the top three review sites where customers submitted feedback, and any trending topics.
Similar to logs, you can get summaries on a daily, weekly, or monthly basis. However, you can’t add filters to see reviews of specific ratings or those that didn’t get a response from management.
Use Review Alerts to Improve the Customer Experience
Review alerts are just part of a larger picture that is the customer experience. Everyone from the staff member to the CEO of a business can use the alerts that best suits their needs whether it’s resolving a specific customer issue or finding a trending pain point that needs fixing.
By combining review alerts with responses and trend analysis, businesses can use the ReviewTrackers platform to optimize their workflow and provide a high-class service or product.