ReviewTrackers FAQs
ReviewTrackers's Frequently Asked Questions page is a central hub where its customers can always go to with their most common questions. These are the 83 most popular questions ReviewTrackers receives.
Frequently Asked Questions About ReviewTrackers
To EDIT a Location:
1. Select "Settings" in the upper right corner. Next, click the "Locations" tab.
2. Select the location you would like to edit and then click the "Edit Location" button. Use the fields provided to update business information and click "Save."
Note: Check out our help article here for more info on adding/editing your Review Sources!
To DELETE a Location:
1. Select "Settings" in the upper right corner. Next, click the "Locations" tab.
2.Choose the location you're no longer interested in monitoring. Click to open it, then click the "Delete" button.
3. A confirmation window will pop up asking you if you're sure about deleting your location. Select the "Delete" button and your location will be deleted!
If you get stuck on a step, contact [email protected]. Happy tracking!
View ArticleIf youre reading this thenyou'velearned that in order for users to access and respond to Facebook recommendations in ReviewTrackers you need a single Facebook login to integrate all locations within ReviewTrackers.
Luckily, you can use Facebook Business Manager to manage the different pages you and your team have access to and have a single integration point with ReviewTrackers.
If youre an agency or multi-brand business, youre likely already familiar with Facebook Business Manager. Its a tool that can easily manage multiple accounts and assets in the same location. If youdon'tyet have a Business Manager account, you can create one here: https://business.facebook.com/overview/
Once you have your Business Manager page setup, get access to your clients' pages one of two ways:
You can instruct your client to add you as a partner and share their assets (pages) with you. You will need to be given Moderate Messages and Comments Permissions or higher to pages.
You can request access to your clients' pages. An admin of your clients' pages will need to approve this request before it is complete.
Option 1
If you would like to instruct your client to add you as a partner and grant you access to assets within their Business Manager, you can send your clients the following instructions to add your Business Manager account as a partner. You will need to provide your client with your Business Manager ID. You can find your Business Manager ID from the Business Manager homepage by going to Business Settings then Business Info,"you will see the ID number below the Business Manager Info.Note:The Business Manager ID is not the same as the ID found directly on the Business Manager homepage!
Next, you will need to provide the following instructions to theBusiness Admin(s) of your clients' pages:
Give a Partner Access to Assets in Your Business Manager
Go to Business Settings
Under Users click Partners
Click the blue + Add button
Enter the partner's Business ID you want to add (Your partner will provide this to you); click Next [email protected]
On this screen, you can add partners to multiple assets.
In the first column, Select Asset Type, choose Pages
In the second column, Select Assets, choose which Asset you would like the Partner to have access to
In the third column, Set Permissions - this minimum permission needed is Moderate Messages and Comments
Click Save Changes
Option 2
As an alternative option, you can request page access using the following steps, also outlined here :
Request access to a Page
Go to Business Settings
Click the Pages tab, below Accounts
On the right-hand side of the page, click + Add
Select Request Access to a Page
Enter the Facebook page name or URL
Choose which permissions you need for the Page
Click Request access
Note: Using this method, you will only be able to request access to 2 pages at a time.
To ensure that the request has been accepted, have the Administrator of the page follow these steps to accept an invitation to Business Manager:
The Administrator will need to sign in with their Facebook account to verify their identity.
Steps to accept an invitation to Business Manager:
Go to Business Settings.
ClickRequests.
ClickReceived.
Accept or decline requests.
Enter your password and clickSave Changes.
Once you have access to your clients pages, complete the integration with ReviewTrackers.
Everyone in your Business Manager account will now be able to see Facebook recommendations in ReviewTrackers for the business pages they have been given access to!
If you run into any roadblocks or have questions along the way, email and well be happy to help.
View ArticleTake advantage of our new GMB Import Tool to easily add your Google locations into your ReviewTrackers account! Whether you're setting up your account for the first time, or have existing locations you haven't added yet, this tool is the best way to get them into your platform.
Follow these steps to use the GMB import tool if you're integrating for the first time.
1. Navigate to the "Settings" section of your platform and then select the "Integrations" subsection.
2. Click on the "Sign in with Google" button. This will prompt you to choose which Google account you want to integrate with. It's important to pick the GMB account that has all your locations claimed beneath it!
3. On the next page, Google asks you to confirm we should have access to these locations. Click the "Accept" button and you'll be moved back to your ReviewTrackers platform. If the Integration is successful then a pop-up window will appear with the locations we were able to pull from your integration.
4. Choose the locations you want imported into your RT account and press the "Add Locations" button. You can choose just one or all of your locations to move over!
5. Hop on over to your "Locations" subsection to see these have been added and then head over to your "Reviews" section to see your reviews begin to populate. Congrats, you've successfully integrated your GMB account!
Follow these steps to use the GMB import tool if you've already integrated.
1. Navigate to the "Settings" section in the upper right corner and then select the "Locations" subsection.
2. Click on the "Import Locations from Google" button. This will bring up a pop-up window with all the additional locations that are in your GMB account but have not yet been imported into ReviewTrackers. Select the location you want to bring in and then click the "Add Locations" button. As you can see, your location will automatically import into ReviewTrackers!
That's all you need to know to take advantage of this fantastic new feature! We're hoping it can save you time in the future, as well as making it convenient to add any locations you may need into the platform. As always, feel free to reach out to if you have any issues and enjoy!
View ArticleReviewTrackers Dashboard has been designed from the ground up to quickly deliver the most important and relevant information to dashboard users. Featuring a clean and modern look, the ReviewTrackers dashboard will enable a more complete understanding of key data and trends.
The dashboard is the hub of the ReviewTrackers system and is the first thing you see when you log into the system - it brings together a high level view of your review data, helps you spot trends in sentiment, and draws attention to areas that need improvement.
We wanted to make sure we designed the dashboard as a tool you could use to more effectively understand what is happening in your business. We also wanted to build something that effectively guides you to the most appropriate actions, whether that is responding to reviews, requesting additional reviews, or uncovering deeper insights.
The dashboard provides you:
A clearer view of the most important data and trends: average rating, total reviews, response rate and response time, allowing for more efficient analysis.
Location score trends, which showcase which locations are showing the greatest movement (positive or negative) in score, highlighting which locations could use improvement or commendation.
Easier-to-understand trending keywords. Provided by our proprietary artificial intelligence engine, these keywords help your team understand not only what customers are talking about, but also how they really feel.
Ratings and Review Sites Distribution charts. See exactly which ratings you're frequently receiving, as well as which websites you're getting the most traffic from.
See below for a breakdown of each section of your ReviewTrackers Dashboard:
Metric Filters:
As you can see below, you have filtering options with the ability to filter by group, location, source and (custom) time frame. Remember, the entire dashboard will filter for the parametersyou'veset with your chosen filters. Now, you can also simply click CLEAR ALL to reset the filtersyou'vechosen to the default settings: All groups, all locations, all sources and within the last 6 months.
Download a PDF:
Previously, you had the option to export a PDF of the dashboard. However, with all modern browsers, you already have the ability to export any page you are viewing to PDF through the print functions. That is why the new button you will find says Print Dashboard. Upon clicking it, browsers now offer the ability to save as a PDF, giving you the same data you would have originally received.
Location Score Trends:
Based on customer feedback, we have added location score trends to the dashboard. You can now more clearly see the metrics that go into computing the location score and the list is ordered in terms of greatest positive or negative changes over a time period, allowing you to zero in on the locations that are seeing the greatest fluctuations in scores.
Were showing your score increases or decreases as a + or - so you can see trends on how that individual location is performing for the (dashboard) filtered time period. The score demonstrates an increase or decrease in the score of the location out of 100. Youll see that that score directly correlates to the Location Performance Report and by clicking on an individual location, youll be able to drill down into that data in the larger report. You can also selectthe "View all locations" button in order to be taken directly to your Location Score page!
Trending Keywords:
We have reduced the size of the trending keywords overview, moved it closer to the top of the dashboard and replaced the word bubbles with a more clearly delineated ranking of positive/neutral/negative keywords. This less is more approach is a better way to communicate information and improves accessibility for color-blind users. You can also navigate to your "Keywords" page by choosing the "View all keywords" button in the top right corner!
Ratings Distribution:
You can observe how your star ratings are trending in the given time frameyou'veestablished.
Review Sites Distribution:
You can also view your review breakdown across all sources in a given time period! Using this graph, you can learn where your reviews are coming from while also viewing your average star rating for each source.
The Dashboard is designed to give you easy access to major insights into your locations, sources, and reviews. If you have any questions, please contact . Happy tracking!
View ArticlePreviously, you had the option to export a PDF of the dashboard. However, with all modern browsers, you already have the ability to export any page you are viewing to PDF through the print functions. That is why the new button you will find says Print Dashboard. Upon clicking it, browsers now offer the ability to save as a PDF, giving you the same data you would have originally received.
View ArticleIts never good news for us to hear that some of those positive reviewsyou'veworked so hard to get are not showing up publicly. {Insert sad panda face.}Unfortunately, Yelp filters 1 out of every 4 reviews for a number of reasons.We wish that we could help you manage this. But Yelp and other review sites maintain complete control over your listing on their site (including the way reviews are filtered).Once reviews are filtered they will appear in the "Unrecommended" section of your profile towards the bottom. To view these, just click on the gray text that says something like "13 other reviews that are not currently recommended." [email protected]
We've also written the below article to shed some light on the reasons why reviews are filtered, along with tips for managing this scenario: Yelps Online Review Monitoring Efforts Filter 1 out of 4 Reviews
We realize that some of these reviews may have been unrecommended because youflagged it with Yelp. If this occurred, simply emailand we'll be happy to remove it for you.
View ArticleAfter you connect your Google account, our system attempts to match the Google listings for each of your locations. Youll know if any locations were unsuccessfully matched by taking a look at the Locations page. This can be found in Settings under the drop down menu by your name in the upper right hand corner of your account.The Locations page will provide you with a list of locations and the corresponding error code.
There are fourtypes of issues that can occur:
missing_reference_id
missing_place_id
conflicting_place_id
missing_integration
Below youll find a description of each and how to solve them. If you have any questions or run into any roadblocks, email [email protected] and well be happy to help!
--------------------------------------------------missing_reference_idReviewTrackers was unable to match the listing we have on file with a listing in the connected Google My Business (GMB) account. There are two potential issues that could cause this.
Potential Issue #1The Google listing for this location has not been verified by your GMB account.How to Solve - Issue #1[ 1. ] Search for the location within your GMB account. [ 2. ] If youre unable to find the location, use this guide to claim the listing we have on file, and then this guide to verify it so that it will show up for your customers. If you learn that its already been claimed by someone else, follow this guide. [ 3. ] Onceyou'veverified that the listing is now part of your GMB account, allow a fewhours and recheck the issues page to see if its been resolved. If it hasnt, contact [email protected] so we can further troubleshoot with you.
Potential Issue #2The Google listing we have on file could be different from the oneyou'veclaimed.How to Solve - Issue #2[ 1. ] Compare the listing in your GMB account to the listing in ReviewTrackers. Does it match?
Yes, contact [email protected] so we can further troubleshoot it.
No, move to step 2.
[ 2. ] Determine which of the two listings youd prefer to use.[ 3. ] If the correct listing is not in ReviewTrackers, delete the old URL and add in the correct URL. Here is a how-to guide for updating your URLs.
[ 4. ] For the listing you choose not to use, we recommend flagging it with Google to either merge the two or have it deleted. Here is a how-to guide for that.[ 5. ] Onceyou'veupdated the listing in ReviewTrackers, afew hours and recheck the issues page to see if its been resolved. If it hasnt, contact [email protected] so we can further troubleshoot with you.
--------------------------------------------------missing_place_idA Place ID is a unique code assigned to a location by Google. This location has not been given a Place ID in ReviewTrackers.
How to SolveAt this time, this can only be updated on the backend by ReviewTrackers support. Send an email with the location name, address, and issue type to [email protected].
--------------------------------------------------conflicting_place_idA Place ID is a unique code assigned to a location by Google. ReviewTrackers has found two or more listings on Google with the same exact address. There are two potential issues that could cause this.
Potential Issue #1This location shares a building/address with another business.
How to Solve - Issue #1If this location shares an address with another business, its possible that the address on the Google listing doesnt have a suite number. The suite number is an important differentiator between your business and the other. When this happens, Google is telling us that there are two listings for the same address.
[ 1. ] First, check your Google listing. Does it include the suite number? If not, update the address to include it. [ 2. ] Onceyou'veconfirmed that Google has accepted the update, navigate to ReviewTrackers for next steps. [ 3. ] Click on your name in the upper-right corner and select Settings from the dropdown. From there, select the Locations tab and search for the location. [ 4. ] Click on the location name to open up the location detail page. Is the address correct? If not, use the Google quick search bar to update it. As you begin to type the business name and address in the search bar, Google will bring up suggestions. Select the correct one and watch our system update your location information automatically, including your Google Place ID.[ 5. ] Dont forget to click Save![ 6. ] Check the Issues page in a few hoursto ensure the issue has been resolved.
Note: If your listing didnt appear in the google quick search, contact [email protected] for assistance on navigating alternate solutions.
Potential Issue #2There are two or more Google listings that exist for this location.How to Solve - Issue #2[ 1. ] Compare the listing in your GMB account to the listing in ReviewTrackers. Does it match?
Yes.Contact [email protected] so we can further troubleshoot it.
No.Move to step 2.
[ 2. ] Use this Google site: https://developers.google.com/places/place-id, to lookup the listings that exist on Google for this location. Type the business name and/or addressinto the Enter Location search box on the map.[ 3. ] As you begin to type, it willdropdown a list ofsuggested search results. Select one at a time, and open the listing in your browser to review by clicking on the View on Google Maps link. After reviewing all options for the location, determine which of the two listings youd prefer to use.[ 4. ] If you havent already, claim your preferred listing with your GMB account. [ 5. ] Onceyou'veconfirmed the listing is claimed with your GMB account, navigate to the location's address page in ReviewTrackers and click on "Review Sources". Do we have the correct listing?
Yes. Great! Allow 24 hours and recheck the issues page to see if it's been resolved.
No. Delete the Google URL from ReviewTrackers. Then on the location's address page, use theGoogle quick search to lookup and select the correct listing - similar to how you searched instep 2. Once it updates the details with the Place ID at the bottom of the page. Click Save!
[ 6. ] For the listing you choose not to use, we recommend flagging it with Google to either merge the two or have it deleted. Here is a how-to guide for managing duplicate listings.
[7. ] Onceyou'veupdated the listing in ReviewTrackers, allow 24 hours and recheck the Issuespage to see if its been resolved. If it hasnt, contact [email protected] so we can further troubleshoot with you.
--------------------------------------------------missing_integrationThe authentication/connection of your Google My Business (GMB) credentials within the ReviewTrackers system has expired. We're unable to collect new reviews until youre-authorize on the Integrations page.How to SolveWithin ReviewTrackers, navigate to Settings Integrations and re-authorize ReviewTrackers for Google My Business (GMB). You should receive a confirmation that its successfully re-authorized, however we encourage you to check back in a few hours to ensure the issue has been resolved.
View ArticleThe Reviews tabis your "home base"for seeing and managing all review details in one centralized place. It's also home to the Export CSV and Print buttons which allows you to download detailed reports based on your search criteria.
Reviews are shown in a summarized format, categorized by the date they were collected (unless you choose to sort them differently.) Note: Reviews are typically collected within 24 hours. However, some can be slightly delayed depending on the time of day the review was left and the possibility of reviews being filtered by major review sites. Filter Navigation Bar
After clicking on the Reviews tab, start with the filter navigation bar. The default data shown is for all locations in the last 30 days, but with the filter navigation bar, you can filter the data by the group, location(s), review source, star rating, status, type of review and date range.
Download a CSV Report
The "Download CSV" button has moved to the Reviews tab, allowing you to filter your results by:
Group
Location
Review Source
Star Rating
Review Status
Review Type
Date Range
Downloading a PDF
You can also download the Reviews section as a PDF. Just use the filters to get the data you want and click the "Print" button. Then choose "Save as PDF" in the Destination section and you'll be set!
Label Reviews Categorize reviews as In Progress, Responded, or Do Not Respond in order to help communicate what needs to be done. These labels can also be customized in your Settings.
View the full review details To view all of the information associated with a review, simply click the review of interest. This will take you to the detailed review.
Here you'll see the location name, username of the reviewer, review title (if given), review comment, rating, andthe source. There are also options to view the review publicly, record a private note and share the review in email form.
Responding to Reviews For easy access to responding to reviews, click the Respond on button.
Note: Due to the terms and conditions of review sites, third parties are unableto sync directly with your secure login information or publish content on your behalf, which would otherwise allow you to respond to reviews directly from the dashboard.Most review sites do not have specific URLs for each review left, which is why wedon'talways link directly to the individual review. However, you can use the date, username, ortitle of the review to find the review youd like to respond to by hitting CTRL+F.
For information on responding to reviews for integrated sources like Google and Facebook, just check out our help article right here! Pro-Tip: Claim Your Profile/Listing. Keep in mind that you can only respond to a review if you, as a business owner, have claimed the profile/listing. Claiming is also required in order to have the ability to edit and manage your business information, such as business name, photos, hours of operation, phone number, website, and more.Not sure ifyouve claimed aprofile/listing? Check to see if Claim This Business," "Is this your business?" or Work Here? appears anywhere on the profile page. Then simply follow the sites instructions for claiming. Here is a group of articles weve written on how to claim various review site profiles.
Mark as Responded or In Progress Once youre ready and on your way to responding to reviews,don'tforget to label the review as In Progress or Responded. Just click the drop-down and choose the status of your choice. Doing this eliminates the possibility of duplicating your review response efforts if you have multiple people on your team monitoring and responding to reviews for the same location(s).
Private Notes You can also leave an internal comment for your team, such as Reached out to customer and resolved issue, they are very happy now! Notes are included in reports, so this is also a great way to save responses to reviews for future reference!
When youre done with this review, click "Back to Results"to returnto your full list of reviews.
The Reviews section allows you to easily respond, track and download data on customers' ratings and comments. If you have any questions, please contact [email protected]. Happy tracking!
View ArticleIf you've integrated Google and Facebook, you can respond to reviews directly from ReviewTrackers! You don't even have to leave the page, making it super quick and easy to respond to all reviews.
You'll notice a new text box on the review page, simply type your response and click "Post Response." ReviewTrackers will then post your response for you!
Use smart responses to save even more time responding! Select the template, personalize and post. It's as easy as 1, 2, 3!
For sources that aren't fully integrated, just click the Respond on button!
Note: Due to the terms and conditions of review sites, third parties are unableto sync directly with your secure login information or publish content on your behalf, which would otherwise allow you to respond to reviews directly from the dashboard.Most review sites do not have specific URLs for each review left, which is why wedon'talways link directly to the individual review. However, you can use the date, username, ortitle of the review to find the review youd like to respond to by hitting CTRL+F.
Responding to reviews couldn't get any easier, but if you're still having trouble feel free to reach out to us at
View ArticleQuickly understand your competitions reputation and gain a strategic market advantage with ReviewTrackers Competitor Report.
Visualize and compare historical performance across average rating and total reviews on a location-by-location basis.Below youll find an overview of FAQs and answers the Competitor Report:
Is there an additional cost for this feature?
Depending on your ReviewTrackers subscription, the Competitor Report might be an add-on feature with an additional cost.
If youre unsure if its included in your subscription, email your customer success manager via [email protected] to learn more.
How many locations can you track at any given time?
You can track each of your locations in ReviewTrackers!
How many competitors can you track at any given time?
Track up to 10 competitors for each location that you track in ReviewTrackers.
Can I add any source (i.e. Google, Yelp, etc.) that I want?
Currently; Google, Yelp and Tripadvisor are available sources.
Are there any geographical limitations to the locations I pick as competitors?
Nope! As long as there is a Google My Business (GMB) page for the business you are interested in tracking as a location, it can be added. There are no geographic limitations.
How long will it take for data to populate?
If not immediate, competitor data will take roughly 15 minutes to be available.
Who can add Competitors?
Only user's with User permissions or above can add Competitors.
Your feedback matters! Please let us know if your questions werent answered here or if you have any feedback or enhancement requests for the Competitor Report via [email protected].
View ArticleYour location scoreis a quick way to see how your locations are doing when it comes to their online reputation!
We use a top-secret, propriety formula to determine the score. This formula uses three important factors (average rating, review volume, and response rate) to give you an overall performance metric.
Find this score in your dashboard under your metric charts or in the Location Performance section!
Questions about Location Score Trends? Contact us at!
View ArticleThe Reputation Scorecard generator is a Sales Enablement tool that was developed with our Agency and Reseller partners in mind. Show a potential client the benefits of review monitoring by having an easy to read Reputation Scorecard to include in a pitch!
In only a few steps and a couple of minutes, you will have scorecard that will give an overview of your potential client's review metrics.
1. When you navigate to Scorecards in the platform, you will be prompted to enter a location. Type in the location name and confirm the address of the business you would like to create a scorecard for.
2. Select Generate to be directed to the View tab and begin generating the scorecard.
3. Once the scorecard has been generated, click View Scorecard to see your completed Reputation Scorecard.
Please note that scorecard generation can take a couple of minutes at which time the Status will be pending.
If you run into any roadblocks or have questions along the way, email and well be happy to help!
View ArticleWhat is Review Change Tracking?
Our new Review Change Tracking featureoffers customers historical data and insights around how reviews change afterthey'republished.This means that you can actually see when your reviewer is updating, changing or deleting their reviews![Please note we cannot currently collect deleted reviews from Google as their API does not update us with that information when they remove a review].
Review Change Tracking is currently available in all ReviewTrackers accounts that are integrated with Google and Facebook. If you are not currently integrated and want to take advantage of this new feature, check out our help center articles on how easy it is to configure your integrations with Google and Facebook.
We believe this data will empower you in many ways, including the following:
Helping understand what exactly changed in your reviews, when they changed and why they changed.
Allowing you to retroactively edit or delete review responses so that they make sense in the context of the current version of a review rather than what the review said initially.
Generating up-to-date reports and metrics that reflect what is true on the Internet.
How Can I See Updated Reviews?
It's simple! Updated reviews will still show up in your Ratings & Reviews section!
An icon will appear at the top of your review indicating that the reviewer has changed their initial review.
You'll then click the Previous versions prompt on the right hand side to show you the history of your review.
This section is where you'll see exactly what the initial review was and how it's been updated!
We believe this feature is going to be of great use to all our customers moving forward. Remember to email with any questions you may have and Happy Tracking!
View ArticleSometimes you may want to add new users so that you can have more eyes on your reviews. Fortunately, we've made it incredibly easy to do so!
Follow the below steps to add a new User.
1.Select "Settings" in the upper right corner. Next, clickthe "Users" tab.
2. Click "Add New User." Enter the users full name, email address, and company (optional).Set their permissions by assigning them a User Role( more details here ).Click Save & Continue.
Note: The email address you enter will be their login and where theyll receive new review alerts for the locations youll assign them (if their account is set to receive notifications).
You should also know that an Admin can create users and assign permission for any location, while a manager can create users only for the locations they have access to.
3. Assign the locations and/or groups this user should have access to. Click Next.
Note: If you selected "ADMIN" as their User Role, they will automatically be assigned to all locations in your account and you will skip this step.
4. Set up their email alerts by deciding which reviews need to land in their inbox, and how often. Click "Complete Profile" to finish! The new user will get an email with a link to create their password and log in.
Note:Most ReviewTrackers users prefer to set up Immediate alerts for negative reviews and a Daily alert for positive reviews.
If you need any additional help, please feel free to reach out to us at [email protected]!
View ArticleWe have recently added the ability to send Drip Campaigns through our Ask for Reviews section! This means that you can send a "reminder" email to those clients of yours that have previously received the review/feedback request and haven't clicked through yet.
Follow the below steps to access the Drip Campaigns feature.
1. Navigate to the bottom of the "Customize" section of your Ask Campaign
2.Select the "Schedule & Follow-Up" drop down menu.
3. Make sure to switch the feature to on as well as choose the correct amount of days for your reminder to go out.
4. Make sure the rest of your Ask campaign info is correct and hit "Send Campaign." After the selected amount of days your reviewer will get that follow up email if they never clicked through the initial request!
Feel free to check out our FAQ section about our Drip Campaigns feature for additional information.
Keep in mind that if you don't see this dropdown in your Ask Tool, or have any additional questions, you can emal into [email protected] and we'd be happy to assist you!
View ArticleOur brand new Drip Campaigns feature should help convert more of your requests to actual reviews! Read below for some frequently asked questions about this exciting new feature.
How many days do I have the option of choosing for my reminder email?
We currently have options to send 1, 2, 3, 5, 7 or 14 day reminders.
Is there any indication that the follow-up email is a reminder?
There is no distinction between the reminder email and the original one sent. They will look the same.
Can I choose a different template for the reminder email?
As of now you can't choose a different template for the reminder email. We'll reach out as soon as any of this functionality changes!
View ArticleThe SMS Campaign tool enables you to send your feedback and review Requests via SMS, in the same way as you can send email requests from your dashboard.
Contact your Customer Success Manager
There are a few other things that you should know before getting started with SMS Campaigns. Please read the information below carefully.
Is there an additional cost to have this feature?
Yes, there is an additional cost per month per location.
100 credits per month per location (1 credit = 1 SMS).
Credits are issued at the account level, and not at the location level (credits can therefore be used as the customer sees fit).
Credits are issued for the entire billing period in one bucket (you may purchase additional credits after the initial bucket is exhausted).
Unused credits do not roll over to next billing period.
Do texts come from Generic Auto-Assigned Phone Number?
At this time, the phone number and area code from which SMS requests are sent are predetermined by an algorithm and not customizable. If this is important to you, please e-mail [email protected] and well let you know when this becomes available.
Phone number is account-specific (not location-specific).
What User Permissions do I need to have to send these?
Only Admins in the ReviewTrackers platform have permissions to purchase credits. Other user roles will need to contact their respective Admins.
Admins, Managers, Users, Limited Users can send out SMS messages.
What customization options are included in SMS Templates?
Default content includes %BUSINESS_NAME% = Account name in platform.
User can add/change variable to %LOCATION_NAME% = Location name in platform.
You can also add the %FIRST_NAME% and%LAST_NAME% of your client's if you wish. If left blank, the fallback value for%FIRST_NAME% is customer and for%LAST_NAME% is left blank.
SMS templates are limited to 160 characters only.
The Smart Suggest feature works for SMS Campaigns.
As of now, the NPS 1-10 scale is the only option for SMS feedback messages.
Finally, please be aware that we do not support international texting at this time.
Cant wait to try it out? to learn how you can add SMS Campaigns to your account today!
View ArticleNow you can display reviews on your very own website with simple display widgets! There are a few different widgets to choose from, and you can create as many widgets as you'd like. Once the widget is customized to your liking, we'll provide a snippet of code for you to place on your website.
NOTE: Amplify is only available to customers on our upgraded packages. If you'd like to upgrade (or if you're not sure which package you have) contact your Customer Success Manager at [email protected].
Why Amplify your Reviews?
Adding user generated content (UGC), especially reviews, is a well-documented and powerful tactic for improving local SEO. Also, having all reviews in one place provides transparency and makes it super easy for a potential customer to learn about your business. There are also search engine marketing (SEM) benefits for your landing pages.
How to Amplify your Reviews
1. Create a widget.
Simply click on "Amplify" in the top navigation, and select the widget you'd like to create. Here are your options:
Review Carousel:Hand-picked list of up to 15 reviews to be shown via a widget on applications like a homepage.
Location Review Feed:Summary snippet + List of eligible reviews for a given location.Users can filter reviews by rating/source, and sort by most/least recent. Feedback collected in ReviewTrackers (i.e. first-party reviews) can count towards SEO and improve your placement in Google search results.
Star Snapshot:A small, location-specific average review score + count. You can click on the widget to see all the location's reviews (if you'd like). Also you can earn the SEO benefit from feedback (first-party reviews) just like in the location review widget.
2. Customize the widget.
All the edits you need to make can be done easily in ReviewTrackers.
3. Insert the code on your website.
Once you place the code on your website, you'll see the widget displayed on your site. Don't worry if you make any edits to your widget, you won't have to update the code! The widget will automatically update for you, ensuring that the latest and greatest is accurately displayed on your site.
Additionally, Location Review Feed and Star Snapshot widgets can be configured once and deployed to multiple locations for accounts using external IDs.
Frequently Asked Questions
Q - Can I only show positive reviews on my Amplify widgets?
A - You can on the Review Carousel widget! Youcan'ton the Location Review Feed widget or the Star Snapshot.
Q - Is there an additional cost associated with Amplify?
A - Currently, Amplify is included in the Enterprise subscription.If you'd like to upgrade (of if you're not sure what package you have) contact your Customer Success Manager at
Q - Are all 3rd party sources eligible for display?
A- No. Depending on each 3rd party review sites terms of service, they might prohibit republishing of reviews. As of now, only Yelp is being filtered out and not eligible for re-publishing
Q - Some reviews contain profanity, how is that handled?
A - Currently we prevent reviews that contain FCC-ish profanity. Basically if youcan'tsay it on network TV, well do our best to prevent it from publishing to the widgets.
Q - Is displaying reviews HIPPA compliant?
A - We're republishing reviews that are already publicly available on the internet, so there is no HIPPA violation. Since you are able to hand select reviews, you can also ensure you're selecting reviews that are more vague in nature and do not include any personal details. You will also want to make sure you do not select any first-party reviews that come from feedback collected via the Ask Tool.
Q - Do I need a tech team to implement this on my website?
A - No, it is very easy to implement and only involves copying/pasting some code.
View ArticleInterested in capturing the Net Promoter Score of your business or a single location?Fortunately, we've made it incredibly easy to do so!
What is Net Promoter Score (NPS):
The Net Promoter Score, or NPS, is based on the fundamental perspective that every companys customers can be divided into three categories: Promoters, Passives, and Detractors.
By asking one simple question, How likely is it that you would recommend [your company] to a friend or colleague? you can track these groups and get a clear measure of your companys performance through your customer's eyes.
The rating scale is categorized as follows:
Promoters (score 9-10) are loyal enthusiasts who will keep buying and refer others, fueling growth.
Passives (score 7-8) are satisfied but unenthusiastic customers who are vulnerable to competitive offerings.
Detractors (score 0-6) are unhappy customers who can damage your brand and impede growth through negative word-of-mouth.
To calculate your companys NPS, take the percentage of customers who are Promoters and subtract the percentage who are Detractors.
Promoters (%) - Detractors (%) = NPS Score
Please Note: Your NPS feedback will normalize to a 1-5 star rating in our Ratings & Reviews section. The true NPS score can be found calculated in the Review Sites Distribution section of the platform located at the bottom of the Dashboard.
Follow below for step-by-step instructions on how-to compose and send an email asking your customers for 1st Party Feedback via NPS!
1.Click the Ask for Reviews tab, then select "Compose" in the subsection to take you into the Ask tool. You'll first be prompted to select your medium (Email or SMS) and name your campaign.
2.Choose a location and input your recipients.
Under the "Recipients" Section, there will be a drop-down list of all your locations. Choose the location you want to send the campaign to and scroll down. There are two different ways to send out your feedback request. You can either type/paste your recipient's emails manually or download a CSV to add your data to and upload.Please be aware that you must use the CSV if you have more than fifty recipients.
NOTE:Check out our additional help article here on how to Ask for Feedback for multiple locations!
3. Customize your message using the text fields and editing tools provided.
You can customize your Sender Name, Reply-To Email, Email Subject and Email Copy. These can all be permanently adjusted and saved by cloning and editing templates in the Manage tab.
Keep in mind that "Message Top"will appear above the Feedback survey and "Message Bottom"will appear below it.
4. Choose your Feedback Question Type:There are four rating types to display when asking for feedback, you will want to select the NPS option.
5. Use "Smart Suggest" or Choose Your Preferred Sites
Let ReviewTrackers do the selection for you with our "Smart Suggest" algorithm or select up-to 3 review sites of your preference.
Note: If you don't see a source listed that you believe should be there, it could be one of two reasons:
For this particular location, we were unable to find a listing on this site at the time it was added. (If you're aware of a listing that exists for this location, please email [email protected] with this information and the URL to the listing, and we'll be happy to add it in for you.)
Some sites, like Yelp, have a policy against soliciting reviews and/or review gating.
IMPORTANT NOTE: By DEFAULT,everyone (no matter detractors, passives, or promoters) will automatically be prompted to leave a public facing review on a 3rd Party review site after they submit their feedback.
**If you would prefer the leaving of 1st Party Feedback to be the end of the road for your reviewers, you may opt out of inviting your respondents to leave reviews on 3rd Party review sources by clicking the option below.**
6. Preview Your Email
We now offer a dynamic preview of your Ask Campaign that updates as you input new information! It is to the right of "Recipients" and "Customize" sections.
7. Send Campaign.
Now all you have to do is hit the Send campaign" button and you're on your way to generating more feedback for your business!
Now you're ready to receive your feedback!
The ratings shown are based on the Net Promoter Score standard, thus appearing as 0-10 rather than the typical 1-5 star rating scale for reviews. Again please note your NPS feedback will normalize to a 1-5 star rating in our Ratings & Reviews section. The true NPS score can be found calculated in the Review Sites Distribution section of the platform located at the bottom of the Dashboard.
Where to find my NPS Score
In the Dashboard, on the right hand side near the bottom of the page is a section called Review Sites Distribution. If you have received 1st party Feedback through the Ask Tool using the NPS option, you will see your NPS score reflected along with the number of Feedback reviews you received.
Have more questions? Email and we'll be happy to help!
View ArticleIf youre reading this thenyou'velearned that in order for users to respond to Google reviews in ReviewTrackers - you need a single Google login to integrate all locations within ReviewTrackers. Identify the scenario below that fits your needs, and read carefully!If neither of these relates to your circumstances, or you need additional guidance, email [email protected] and well be happy to help!
I am an agency or multi-brand business that manages multiple Google accounts.Since Google doesnt offer the ability to group locations by brand, we understand how it can get messy to manage them all in one account. Below is our suggested plan of action for this scenario.1.Setup a new Google user to use for the ReviewTrackers integration. You can use this user solely for the integration, and still keep your separate accounts to manage their listings independently. Click here to create a newGoogle user.
2.Share access to each GMB account with that new Google user.First make sure that you have Owner access to each of the GMB accounts, as only an Owner can add other users. If youre a Manager, an Owner will either need to upgrade your role ORgo through the process of adding the user for you.Log in to each GMB account as an Owner, and grant Manager access to the new Google user to each of the locations. Click here for a step-by-step guide on how to share access with a Google user. Note: Google does not have the ability to share access with all locations at once. This means youll need to repeat the steps for each location.
3.Accept the invitations for access. Afteryou'veshared access to all locations in a GMB account, login to the Gmail of the new user and accept each of the invitations. Google will likely combine them all into one email thread, so be careful not to miss any. We suggest using the Gmail star function to mark each one as accepted.
4.Integrate with ReviewTrackers. Once you have a single Google user that has gained GMB access to all of the locations in ReviewTrackers, follow this help articleto integrate Google andReviewTrackers.
I am an agency and my clients manage their own Google My Business. Weve got you covered. Below is our suggested plan of action for this scenario.
1.Setup a new Google user to use for the ReviewTrackers integration. You can use this user solely for the integration, and still keep your separate accounts to manage their listings independently. Click here to create a newGoogle user.
2.Get your client's buy-in. Discuss the benefit of responding to Google reviews with each of your clients, and get their buy-in for access to their GMB account. Clarify for them that no changes will be made to their Google listings other than publishing their review responses.
3.Have clientsshare GMB location access with Google user. Onceyou'vegot the buy-in and have identified the Owner of their GMB account, share this how-to guide and the email address of your Google user account with them.
Note: Google does not have the ability to share access with all locations at once. This means the Owner will need to repeat the steps for each location.
4.Accept the invitations for access. Afteryou'veshared access to all locations in a GMB account, log in to the Gmail of the new user and accept each of the invitations. Google will likely combine them all into one email thread, so be careful not to miss any. We suggest using the Gmail star function, as you go along, to mark each one as accepted.
5.Integrate with ReviewTrackers. Once you have a single Google user that has gained GMB access to all of the locations in ReviewTrackers, follow this help articleto integrate Google andReviewTrackers.
Here is a list of other Google how-tos we think youll find helpful:
The three types of Google users and their permission level.
If youdon'tknow who owns a listing, here is a Google guide to help.
If you want to combine your multiple Google accounts, follow this guide to transfer Ownership.
Someone else verified my business.
View ArticleDoes this sound like a familiar story? Your ReviewTrackers account shows Facebook integration issues because the Facebook account you integrated with doesn't have access to those Facebook pages. Once you get access to those pages in Facebook, however, the integration issue persists!
Fortunately, we have a solution.If you've added pages to your Facebook account you'll need to reset your Facebook integration with ReviewTrackers to resolve those integration issues. Simply disconnecting in ReviewTrackers won't cut it, you need to go into Facebook to remove the ReviewTrackers application and then integrate again.
1. Log into your Facebook account and go to settings.
Log into your regular Facebook account, not your Business Manager account if you have one.
2. Go to Business Integrations and remove the ReviewTrackers app.
Select the ReviewTrackers app and click remove.
DO NOT check "delete all posts, photos and videos" checkbox. It will not be selected by default. All you have to click is the blue Remove button.
3. Go to ReviewTrackers integrations page and click the "Login with Facebook" button to integrate again.
You may need to disconnect from a previously existing integration first. Even if you created this integration - you must disconnect and follow steps below to reconnect. Next youll be presented with a prompt from Facebook that looks like this. (If youre not logged in, youll be asked to enter your password first.)
Select Continue as Your Name (Unless your name is Jesse, then it will look exactly like this .)
Youll now be presented with a second prompt explaining that ReviewTrackers would like to manage and publish to your pages.
Select Choose what you allow
Here you will need to ensure that all pages are selected in both the Manage your Pages section and the Publish as Pages you manage section. ReviewTrackers will not have access to all your pages, just the ones you have set up as locations in the platform, so no need to worry about that!
Now that those pages are in your Facebook account and you've specifically granted ReviewTrackers access to those pages (by following the prompts in Facebook to complete integration), you'll see those issues disappear!
Still having trouble with Facebook integration issues? Check out our comprehensive guide to resolving Facebook integration issues.
If you run into any roadblocks or have questions along the way, email and well be happy to help.
View ArticleAfter you connect your Facebookaccount, our system attempts to match the Facebookpage for each of your locations. Youll know if any locations were unsuccessfully matched by taking a look at the "Locations" page. This can be found in Settings under the drop-down menu by your name in the upper right-hand corner of your account.The Locations page will provide you with a list of locations and the corresponding error code.
There is one major type of issue that can occur:
missing_reference_id
Below youll find a description of how to solve these issues. If you have any questions or run into any roadblocks, email [email protected] and well be happy to help!
--------------------------------------------------missing_reference_idReviewTrackers was unable to match the listing we have on file with a listing in the connected Facebookaccount. There are two potential issues that could cause this.
Potential Issue #1The Facebookpage for this location has not beenclaimed or verified in your Facebook account.How to Solve - Issue #11. Search for the location within your Facebookaccount. 2. If youre unable to find the location, use this guide to claim the listing we have on file, and then this guide to verify it so that it will show up for your customers.3. Onceyou'veverified that the listing is now part of your Facebookaccount, allow a fewhours and recheck the issues page to see if its been resolved. If it hasnt, contact [email protected] so we can further troubleshoot with you.
Potential Issue #2The Facebookpage we have on file could be different from the oneyou'veclaimed.How to Solve - Issue #21. Compare the pagein your Facebookaccount to the listing in ReviewTrackers. Does it match?
Yes? Contact [email protected] so we can further troubleshoot it.
No? Move to step 2.
2. Determine which of the two pagesyoud prefer to use.3. If the correct listing is not in ReviewTrackers, delete the old URL and add in the correct URL. Here is a how-to guide for updating your URLs. 4. For the listing you choose not to use, we recommend merging the two or having it deleted. Here is a how-to guide for that. 5. Onceyou'veupdated the listing in ReviewTrackers, afew hours and recheck the issues page to see if its been resolved. If it hasnt, contact so we can further troubleshoot with you.
View ArticleCreating a custom template is one of the easiest ways to give your feedback and review requests a consistent brand voice. ReviewTrackers allows you to customize not only the copy of your request, but also the image and logo.
Read below for step-by-step instructions and important information on how your request templates work.
Who can create a custom template?
Only an individual with the permissions level of Admin or Manager can create a new template.
If youre unsure of your role, email [email protected] and well be happy to help.
How do I create a custom template?
In the "Ask for Reviews" section of ReviewTrackers, youll see a "Manage" button. From here, you can choose a template to "Clone". This will make an exact copy of the selected template for you to edit.
Now you can edit the template in the following ways:
Update the template name
Assign the template to a location/group
Update email subject line
Add an image/logo
Update request copy
Image/logo location and sizing:
The image will appear as a header image at the top of your template.
The recommended image size is 600 pixels wide and 200 pixels tall.
If the image is:
wider than 600px, it will shrink proportionally to 600px wide.
taller than 200px, it will not adjust.
smaller than these dimensions, the image will be centered and the size will not adjust.
The last step is to select the "Next" button at the bottom of the page to save your new template for future review and feedback request campaigns.
Please email [email protected] if you have any additional questions.
View ArticleQuickly understand your competitions reputation and gain a strategic market advantage with ReviewTrackers' Competitor Reports! Visualize and compare historical performance across average rating and total reviews on a location-by-location basis. Take full advantage of this tool with one of our upgraded packages!
Monitor Your Competitions Reputation - The Competitor Reports provide immediate access to key reputation management metrics such as Avg. Rating and Total Reviews on a location-by-location basis. Track up to ten competitor locations and monitor daily changes in reputation.
Visualize Your Competitions Reputation Over Time - Simple graphs allow you to easily visualize your competitions reputation performance over time. Identify key seasonal trends with month-to-month highs and lows.
Business Ready Competitor Reports - Export graphs and visualizations to PDF or download the raw competitive data in CSV format.
Group Competitors by Location - Easily surface reputation performance across a set of competitor locations. Group by brand or geography to aggregate review metrics at a high-level.
For a detailed FAQ on Competitor Report, visit this help article.
If you have any questions about Competitor Reports, email and well be happy to help!
View ArticleCampaign Metrics report.
Use Kiosk Mode to ask for feedback and reviews just moments after a crucial sales, service or care experience. With Kiosk Mode, youre able to automatically send feedback or review requests to your customers without even logging into ReviewTrackers.
Follow the steps below to access Kiosk Mode!
Open up Kiosk Mode from the ReviewTrackers mobile app or use the location's Kiosk landing page on any device.
After a customer enters their contact information, a feedback or review request is automatically sent to the customer. The customer opens the link to give you feedback and/or leave a review.
Feedback and reviews left by customers will appear in your ReviewTrackers dashboard.All Kiosk request data can be viewed in the
View ArticleBased on customer feedback, we learned that it's not always easy to detect which sites your business can benefit from getting more reviews. So we created "Smart Suggest",an algorithm that does the work for you by determining which sites the location needs the most attention for, and automatically suggests those to your customer.
In addition, instead of inundating the same few websites with new reviews, Smart Suggest helps your overall online reputation grow in a more organic way, by spreading the reviews across the different sites.
What exactly does the algorithm take into consideration?
The below factors are calculated for each individual location:
Review VolumeSources with the most reviews are prioritized. This places the emphasis on sites like Facebook and Google instead of on less important sites like, say, Judys Book and Merchant Circle.
Lowest Star RatingSources with lowest average star rating are prioritized to help increase your overall ratings on that site.
Date of Last ReviewSources with the least recent activity are prioritized in order to keep review data fresh: an SEO benefit.
Give it a try! Heres how:
When asking for a review via email or asking for feedback via email, scroll to the bottom of the text box. Simply select Smart Suggest and our algorithms will detect which sites will have the most impact for that location. Contact your dedicated Customer Success Manager today
Here are other interesting things you should know about Smart Suggest:
Factors for determining which sources should be prioritized are recalculated periodically, so algorithms are always fresh.
If a location does not have enough review data (perhaps a newly opened location), then Smart Suggest uses account-wide data to calculate factors.
Industry-specific sites cannot override the above factors. However, if an industry-specific site falls into the above factors, then it will be prioritized. For example, if a physician has more reviews on Vitals and Healthgrades than Google and Facebook, it will be prioritized over those general sites.
Any questions? ; were always happy to help!
View ArticleUse your Google My Business (GMB) login to securely connect ReviewTrackers, and start responding to Google reviews right from your ReviewTrackers dashboard!
Below youll find everything you need to know to integrate successfully.
Prerequisites
Google listings must be claimed in Google My Business. Unsure how to claim your listing? Click here for a how-to guide by Google.
Only an Admin of the ReviewTrackers account can enable the integration.
There can only be one Google My Business login per ReviewTrackers account.You must have a single Google My Business (GMB) login with at least Manager access to ALL location listings.
For any locations not found in the GMB account, reviews will still be collected, however, userswill not be able to respond to Google reviews insideReviewTrackers until the connectedGoogle user has been given and acceptedaccess. Click here for a 'how-to request & share access' guide by Google.
If youre an agency or multi-brand company, click here for alternate instructions.
If youre unfamiliar with Google My Business, click here for Google's guide to setting up your free account.
Review your listings within ReviewTrackers prior to connecting.Before connecting, we encourage you to perform a quick comparison of the Google listings in ReviewTrackers to those in your GMB account. This will help you resolve any issues ahead of time, such as missing or unshared listings. If you email [email protected], well be happy to export you a list of your locations and their correspondingGoogle listing that we have on file.
Once youre ready to connect, there are 4phases of the integration:1. Setup2. Overnight Sync3. Review & Resolve Any Found Issues4. Start responding to Google reviews! PHASE 1: SETUP1. Sign into ReviewTrackers with Admin credentials, and select Settings in the top-right corner.
2. Click on the Integrations subsection.
3. Click Connect next to the Google integration.
4. From there, it will open up a browser and prompt you to select from a list of Google profiles. Be sure to select the google profile that is affiliated with all of your locations within ReviewTrackers.
5. Follow the prompts to complete the login.Please note that if you update your password in the future you'll need to reconnect your Googleintegration.
PHASE 2: OVERNIGHT SYNCOnce you complete the login, your GMB integration will kick off that evening. During that time, our system will:
temporarily pause the collection of new reviews
match the Google listings in your ReviewTrackers account to the listings in your GMB account
enable new review collection through the Google API
pull in any new reviews that were posted while the review collection was paused
And finally, report any location match issues found, identified next to each location in the "Locations" section of"Settings".
PHASE 3: IDENTIFY & RESOLVE ANY FOUND ISSUES First thing the next morning, we encourage you to check the Locations page of ReviewTrackers to identify and resolve any issues found while attempting to match your listings. Its important to resolve these so that users are able to respond to these reviews.
Click here for a list of error codes, what they mean, and how to resolve them.
If you have any questions or run into any roadblocks, email [email protected] and well be happy to help!
PHASE 4: START RESPONDING TO GOOGLE REVIEWSAs new Google reviews are collected, you'll see the "Respond on Google" button has changed to just "Respond." When you clickon the new "Respond" button, it will take youto the review detail page of ReviewTrackers. There you will see the details of the review like before, but with a newfield to insert your response and hit "Post Response." Once you publish your response, the status label will automatically change to "Responded!"Unfortunately, you won't be able to respond to reviews collected previously or those of listings that aren't integratedcorrectly. These will still show the "Respond on Google" button.
Again, if you have any questions, email and well be happy to help!
View ArticleWondering how many 5-star Google reviews have mentioned your artisan lattes this year?Look no further!
You canexport a CSV or print a PDFfrom the "Ratings & Reviews" tab, which will allow you to filter your results to download exactly what you need.
1. Filters are your friends
Any criteria set in the filters at the top will be reflected in CSV and PDF reports. These options include groups, locations, review source, star rating, status, review type, and your chosen date range.
2. Looking for something more visual? Print a PDF.
Click the Print button to see a visual format of up to 250 reviews. If you're just looking for the raw data, click the CSV button to get a spreadsheet of all reviews.
3. Search for a specific word or phrase
The search function is another option to filter your review data. With this feature,you're only a click away from having a comprehensive list of every review that mentions the free coffee in yourlobby.
Note: Downloaded CSV data appears in UTC time format
All data from the Ratings & Reviews tab will show in Universal Time Coordinated (UTC). When you're in ReviewTrackers though, you see data in your very own timezone. So if there's a slight difference in the CSV to what you see on the screen, don't be alarmed!
Want to download data from the dashboard instead? You can download a PDF of all the charts!
If you have any questions or need help with specialty data, email and well be happy to help.
View ArticleReviewTrackers offers Review Status labels to help you stay organized and in sync with your team. The default options include In Progress, Responded, and Do Not Respond.
However, we realize those phrases may not be a perfect fit for everyone's workflow.
Adminscan now customize review status labels anytime under Settings! Here's how:
1. Click "Settings" in the upper right corner. Then select the "Account" subsection.
2. Click "Review Status." Update your statuses to reflect your desired setting and then select the "Save" button. You're all done!
Here are a few different ways to use these labels:
1. Rewrite them to suit your workflow. Examples: Pending Approval, Contacted Customer, No Response Needed 2. Use them as Topic labels to keep track of which aspect of your business the review is about, or to indicate which department it concerns. Examples: Customer Service, Housekeeping, Staff Training
Pssst... Have a great idea that isn't listed here? Send it over to [email protected] - we'd love to hear how you're using this feature!
View ArticleWhen asking for Feedback (First-Party) via email or Unique URL, deciding what type of feedback to collect is an important step. While a 5-star scale may work for some, we offer a variety of other options for surveying your customers' experience.
You have four Feedback type pages to choose from:
Net Promoter Score (NPS)
Star Ratings
Smileys/Sad Faces
Thumbs Up/Down
The source for this data will be labeled as Feedback to differentiate it from data posted on online review sites. Youll see it come into your dashboard looking like a review, but labeled Feedback.
Read this article for more info on 1st Party reviews.
All Feedback ratings are normalized to the standard 1-5 star rating scale to simplify reporting calculation and to fit into the 1-5 scale of your dashboard.
To choose your Feedback type, start by choosing FBK as the option. Either choose your feedback type while composing a new email, or set up a custom template for future use with your choice of type.
Read on for more information about each feedback type.
Net Promoter Score (NPS): a 0-10 rating scale.
The Net Promoter Score (NPS) is a widely used management tool for companies looking to gauge customer loyalty. Using NPS in your feedback survey means asking the question, On a scale of 0 to 10, how likely are you to recommend this business?
The results enable you to categorize customers into Promoters, Passives, and Detractors. (To calculate your Net Promoter Score, simply subtract the percentage of Detractors from the percentage of Promoters.)
Promoters (score 9-10) are loyal enthusiasts who will keep buying and refer others, fueling growth.
Passives (score 7-8) are satisfied but unenthusiastic customers who are vulnerable to competitive offerings.
Detractors (score 0-6) are unhappy customers who can damage your brand and impede growth through negative word of mouth.
Read this guide for more information on using NPS with ReviewTrackers, including how to enable your real NPS calculation.
Stars: a 1-5 rating scale using stars.
The 5-star rating scale is the most widely used for rating a business. If youre interested in capturing your own 1st Party reviews and using these as testimonials on your web properties or marketing collateral, this is a great option.
Happy/Sad Faces & Thumbs Up/Down
Emotion-rooted feedback types like faces (/) and thumbs (/) simplify the feedback youre getting, while also empowering your customers to share their feedback in the way they (or you) prefer.
This feedback type also allows you to cut out the passive 3-star rating and let customers get straight to the point: happy vs. unhappy, good vs. bad.
Companies like Netflix are switching to this type of rating due to:
Lack of Volume: Users rarely give 2 and 3-star ratings; they often chose 1 or 5 stars.
Ratings could be misleading: Users can rate a movie with 3 stars, but then rewatch it often.
With different Feedback options, you now have the flexibility to survey using choices that resonate with your customers. If you have any questions, please [email protected] and well be happy to help!
View ArticleUsing "Ask" with ReviewTrackers gives you multiple options such as:
generating more 3rd Party reviews on sites like Google, Facebook and TripAdvisor
generating 1st Party reviews for your own website or use
collecting internal 1st Party Feedback
Curious what the difference is between each type, and when you should use one over the other? Weve got you covered with a breakdown of each below!
Kiosk Mode
Ask for Feedback
Ask for Feedback gathers 1st Party Feedback from your customers that will enter your dashboard as any other review would - but will be internal facing. You then will have the ability to interact with those reviewers and/or amplify that Feedback anywhere you choose, i.e.: your website.
Once reviewers click through the Feedback process, youll have two choices on where to send them:
DEFAULT: Theyll be prompted to leave a public review on 1-3 external 3rd Party review sites of your choice.
However (!): This functionality can be turned off at the campaign level and submitting that internal (1st Party) Feedback will be the end of the experience for those reviewers. Theyll receive a Thank You page.
Ask for Feedback if
You want to measure customer satisfaction.
You want to collect your own (1st Party) reviews to publish on your web properties.
You want to collect and measure all types of customer Feedback.
You want to measure your companys Net Promoter Score (NPS).
Ask for Feedback via:
Email
SMS
Kiosk Mode
Ask for a Review
Ask for a Review is the option for directly requesting your customer to leave a public review on 3rd Party review sites.
Ask for a Review directly if
You have a list of happy customers, such as members of a loyalty program or regular customers.
You want to minimize the number of steps for your customers to leave a review.
You want to drive SEO by increasing your quantity of reviews.
Ask for a Review directly via:
Email
SMS
Still have questions about the difference or need advice on your specific business use case? Email [email protected]; were always happy to help!
View ArticleIn just a few steps, you can gather 1st Party Feedback - internal review data. In addition, you can use this feature to capture:
Your own 1st Party Reviews to publish as testimonials on your web properties (a huge SEO benefit).
A Net Promoter Score for your business.
To learn more about the "Four Types of Feedback Ratings," check out this guide.
If youre curious about why and when to ask for feedback (vs. ask for a review), check out this guide.
Follow below for step-by-step instructions on how-to compose and send an email asking your customers for 1st Party Feedback, and subsequently, a 3rd Party Review!
1. Choose your medium and name your campaign.
Click the Ask for Reviews tab, then select "Compose" in the subsection to take you into the Ask tool. You'll first be prompted to select your medium (Email or SMS) and name your campaign.
2.Choose a location and input your recipients.
Under the "Recipients" Section, there will be a drop-down list of all your locations. Choose the location you want to send the campaign to and scroll down. There are two different ways to send out your feedback request. You can either type/paste your recipient's emails manually or download a CSV to add your data to and upload.Please be aware that you must use the CSV if you have more than fifty recipients.
NOTE:Check out our additional help article here on how to Ask for Feedback for multiple locations!
3. Customize your message using the text fields and editing tools provided.
You can customize your Sender Name, Reply-To Email, Email Subject and Email Copy. These can all be permanently adjusted and saved by cloning and editing templates in the Manage tab.
Keep in mind that "Message Top"will appear above the Feedback survey and "Message Bottom"will appear below it.
4. Choose your Feedback Question Type:
There are four rating types to display when asking for feedback (NPS, Smileys, Thumbs, and Stars).
5. Use "Smart Suggest" or Choose Your Preferred Sites
Let ReviewTrackers do the selection for you with our "Smart Suggest" algorithm or select up-to 3 review sites of your preference.
Note: If you don't see a source listed that you believe should be there, it could be one of two reasons:
For this particular location, we were unable to find a listing on this site at the time it was added. (If you're aware of a listing that exists for this location, please email [email protected] with this information and the URL to the listing, and we'll be happy to add it in for you.)
Some sites, like Yelp, have a policy against soliciting reviews and/or review gating.
IMPORTANT NOTE: By DEFAULT,everyone (no matter detractors, passives, or promoters) will automatically be prompted to leave a public facing review on a 3rd Party review site after they submit their feedback.
**If you would prefer the leaving of 1st Party Feedback to be the end of the road for your reviewers, you may opt out of inviting your respondents to leave reviews on 3rd Party review sources by clicking the option below.**
6. Preview Your Email
We now offer a dynamic preview of your Ask Campaign that updates as you input new information! It is to the right of "Recipients" and "Customize" sections.
You can also send yourself a test copy of your campaign too! Just click the "Send test" button at the top of the preview to send a copy to yourself or up to three custom emails. Please note that the copy may end up in your spam folder.
7. Send Campaign.
Now all you have to do is hit the Send campaign" button and you're on your way to generating more feedback for your business!
Now you're ready to receive your feedback! First party data is great for a SEO boost, as well as analyzing customer sentiment, so utilizing our Ask for Feedback feature should benefit your business in multiple ways! Please reach out to if you have any questions and happy tracking!
View ArticleUsing "Ask for Reviews" with ReviewTrackers, you can choose from 4 delivery channels to ask for Feedback and/or Reviews:
Email
SMS
Kiosk
Landing Page (URL)
Below is a brief description of each, with directions to other help articles for more details.
EMAIL
The Basics: From within ReviewTrackers, create and send your customers an email asking for (internal) 1st Party Feedback or 3rd Party Feedback (public facing reviews)
Includes:
All feedback rating types (NPS, star ratings, smileys, thumbs)
First-Party Feedback Requests
3rd-Party Review Requests
Plan Requirement: Included with any ReviewTrackers plan.
Click here for a guide on how-to ask for feedback via email.
Click here for a guide on how-to ask for a review via email.
SMS CAMPAIGNS
The Basics: From within ReviewTrackers, send your customers an SMS or mobile text message asking for feedback and/or reviews.
Includes:
All feedback rating types (NPS, star ratings, smileys, thumbs)
1st Party Feedback Requests
3rd Party Review Requests
Plan Requirement: Additional Cost (unless specified in agreement.)
Interested in adding SMS campaigns to your account? Reach out to your customer success manager or email [email protected].
Click here for FAQs on SMS Campaigns.
KIOSK MODE
The Basics: Each location is provided a unique landing page in which customers can enter their email and contact information. This unique landing page is displayed on location using a device, like an iPad or tablet, which can then be handed to your customer/patient during checkout or towards the end of their visit.
Once they fill it out with their contact information, a feedback survey will be automatically emailed to them. Kiosk Mode is the perfect solution for those that have not previously captured customer emails, and for those looking to capture actionable insights just moments after the crucial sales or care experience.
Includes:
You can choose to use any of your customized templates, Feedback or Review Request.
Additional feedback types will be available in the future.
Plan Requirement: Available to all ReviewTrackers customers. Please let your CSM know if youcan'taccess your Kiosk URL by emailing [email protected].
Click here for additional information about Kiosk Mode.
LANDING PAGE URLs
The Basics: Each location is provided with six(!) unique landing pages:
Click here for more information on Landing Page URLs.
There are a lot of ways you can use these landing pages, such as in your newsletter, email signature, at the bottom of your receipt, or even on your website like our customer Giordanos.
Plan Requirement: Included with any ReviewTrackers plan.
If you have any additional questions about feedback types that youcan'tfind in our Help Center, email [email protected] and well be happy to help!
View ArticleAt ReviewTrackers, we are HUGE fans of organization and analysis. This was one of the main reasons that we built review tagging for our customers.
By adding tags to individual reviews and filtering data by tags users can improve efficiency, creatively organize customer feedback, and extract smarter insights than ever before.
Tags have been an integral feature for many of our customers. For example, our restaurant clients are using tags to distinguish different areas of focus within the organization. Some examples of tags we commonly see used are: catering, staff, cleanliness, and cuisine.
What are tags/how do they work?
If you have the ReviewTrackers enterprise plan, let your Customer Success Manager ( [email protected] ) know that youd like to use the Tags feature. We will enable the feature, and you will be able to tag any review in your account!
Note: Review tags currently are only a part of the enterprise package.
Tags must be alphanumeric characters only, and tags will appear on the Ratings & Reviews tab.
You can search and filter for tags in two different ways on the ReviewTrackers dashboard:
Use the search bar on the Ratings & Reviews page
Click on the "Tags" subsection under "Settings":
Download CSV to feature Tags:
If you were to download a CSV report from the Ratings & Reviews page, and you had Tags enabled, youd be able to see a column on the CSV report for Tags.
From there, you can filter the CSV report and distribute the file across the organization, even to people whom may not be set up as users in ReviewTrackers!
Another way of looping in the appropriate people from within the organization would be to utilize @mentions !
Settings:
Admins of the account have control over managing Tags. Admins can login and manage Tags under settings -- but first, make sure to ask your Customer Success Manager to enable this feature for you!
We hope you enjoy this new feature! Happy tagging!
Please reach out to [email protected] if you have any questions!
Please reach out to if you have any questions!
View ArticleYou asked, we delivered! We have been hearing from our customers that having the ability to mention or tag different users via the comments/notes section would be super helpful and improve daily workflow. This works similarly to tagging your friends on Facebook in a post that you think would be of interest to them.
ReviewTrackers is proud to introduce @mentions, a new workflow that empowers teams to work together more efficiently. @mentions allows users to resolve issues by sending stakeholders notifications and working on replies together. Simply @mention (at mention) a user to start collaborating!
To get started using @mentions, reach out to your Customer Success Manager at [email protected] and they will turn on the feature for you!
How does it work?
Admin(s), Manager(s) and Users can use the Notes section on the Review Detail page to @mention other users in the notes to collaborate and improve daily workflow.
Simply type the @ symbol in the private notes section and select from the drop-down which other ReviewTrackers users you would like to include and collaborate with.
Once a new note with an @ mention is added, an email notification will be sent to all users that were mentioned in the note.
This is what the email alert will look like when a user is @mention-ed in ReviewTrackers:
At this point in time, updated notes with mentions will not alert the user again with an additional email.
We are very excited for you to try this feature! This is available to all of our customers, so be sure to reach out to your Customer Success Manager to have this enabled!
PS: Interested in tagging your reviews by keywords? Check out Tagging !
Please reach out to if you have any questions!
View ArticleIn just a few steps, you can ask your customers to to leave a review on one of the review sites that are most important to you!Aided by bright logos and a simple call to action, they're only a click away from sharing their experience and boosting your reputation.
Follow below for a walkthrough of how to compose and send an email asking your customers to leave a public review right from ReviewTrackers!
1.Choose your medium and name your campaign.
Click the Ask for Reviews tab, then select "Compose" in the subsection to take you into the Ask tool.
You'll then be prompted to select your medium (Email) and name your campaign.
2. Choose a location and input your recipients.
Under the "Recipients" Section, there will be a drop-down list of all your locations. Choose the location you want to send the campaign to and scroll down. There are two different ways to send out your request. You can either type/paste your recipient's emails manually or download a CSV to add your data to and upload.Please be aware that you must use the CSV if you have more than fifty recipients.
NOTE:Check out our additional help article here on how to Ask for Reviews for multiple locations!
3.Personalize your message in the "Customize" section using the text fields and editing tools provided.
Select the "Customize" tab and make sure you choose the correct template. You can further customize your Ask Campaign by Sender Name, Reply-To Email, Email Subject and Email Copy.
4. Choose your Review Sites.
Let ReviewTrackers do the selection for you with our "Smart Suggest" algorithm or manually select up to three review sites of your preference!
Note: If you don't see a source listed that you believe should be there, it could be one of two reasons:
For this particular location, we were unable to find a listing on this site at the time it was added. (If you're aware of a listing that exists for this location, please email [email protected] with this information and the URL to the listing, and we'll be happy to add it in for you.)
Some sites like Yelp have a policy against asking for reviews.
5. Preview Your Email.
We now offer a dynamic preview of your Ask Campaign that updates as you input new information! It is to the right of "Recipients" and "Customize" sections.
You can also send yourself a test copy of your campaign too! Just click the "Send test" button at the top of the preview to send a copy to yourself or up to three custom emails. Please note that the copy may end up in your spam folder.
6. Send Campaign.
Now all you have to do is hit the Send campaign" button and you're on your way to generating more reviews for your business!
Asking for reviews is one of the best ways to raise your star rating and our Ask Tool will be able to easily help you do that. We recommend taking full advantage of this tool to move your online reputation in the right direction!
Pro Tip: Yelp is not an option to request a review for as review solicitation is against their terms of service. Read more about their terms of service and solicitation penalties here.
If you need any help, feel free to reach out to us at
View ArticleAsking for feedback or a review via SMS Campaigns can be a great alternative if the person who has offered to write you a review doesn't have an email address, or if they have asked that you send the request via text message.
Its important to remember that you must have obtained prior consent from the end user before asking for feedback or a review via SMS. If you need a refresher, please review the following disclaimer and guidelines here.
Once you get approval from the recipient, you can then navigate to the Ask for Reviews section of the platform and begin your SMS request.
The steps below will help walk you through the process of sending these out!
1.Choose your medium and name your campaign.
Click the Ask for Reviews tab, then select "Compose" in the subsection to take you into the Ask tool. You'll first be prompted to select your medium (SMS) and name your campaign.
2. Choose a location and input your recipients.
Under the "Recipients" Section, there will be a drop-down list of all your locations. Choose the location you want to send the campaign to and scroll down. There are two different ways to send out your request. You can either type/paste your recipient's phone numbers manually or download a CSV to add your data to and upload.Please be aware that you must use the CSV if you have more than fifty recipients.
NOTE:Check out our additional help article here on how to Ask for Reviews for multiple locations!
3.Personalize your message in the "Customize" section using the text fields and editing tools provided.
Select the "Customize" tab and make sure you choose the correct template. You can further customize your Ask Campaign here by changing the messaging.
4. Choose your Review Sites.
Let ReviewTrackers do the selection for you with our "Smart Suggest" algorithm or manually select up to three review sites of your preference!
Note:If you don't see a source listed that you believe should be there, it could be one of two reasons:
For this particular location, we were unable to find a listing on this site at the time it was added. (If you're aware of a listing that exists for this location, please email [email protected] with this information and the URL to the listing, and we'll be happy to add it in for you.)
Some sites like Yelp have a policy against asking for reviews.
5. Preview Your Text.
We now offer a dynamic preview of your Ask Campaign that updates as you input new information! It is to the right of "Recipients" and "Customize" sections.
You can also send yourself a test copy of your campaign too! Just click the "Send test" button at the top of the preview to send a copy to yourself or up to three custom phone numbers.
6. Send Campaign.
Now all you have to do is hit the Send campaign" button and you're on your way to generating more reviews for your business!
Once the SMS request is sent, you can track the status of the SMS campaign under the "Campaign Metrics" subsection and apply data filters to see if your messages have been delivered and read!
SMS texting can be a great way to generate more reviews and grow your online presence! Let us know if you have any questions at and enjoy the SMS texting tool.
View ArticleDownload the ReviewTrackers Mobile App to track trends, monitor reviews and ask for reviews on the go!
The Mobile App can be downloaded at the following links:
Apple
Android
To log in, simply use your ReviewTrackers username and password. There are 3 primary components to the mobile application:
Dashboard:
Here you can check out graphs for total reviews and average ratings. Graphs are responsive, so dragging your finger over them will show the corresponding data points
Reviews Tab:
This area provides a running list of all of your reviews. You can filter by date, ratings, status, and source. Within each review you can update the status and write notes to collaborators.
Notifications:
You can customize which notifications you would like by going to Settings Notifications.
Ask Tab:
Launch a mobile-friendly version of the Kiosk Mode page, allowing you to capture customer information directly at the point of sales or service.
Feedback and bugs can be sent to our product team via the app by going to Settings Leave Us Feedback.
View ArticleAsking for online reviews and customer feedback from the right customers at the right time is crucial to getting higher response rates and greater ROI for your campaigns.
Over-soliciting your customers for feedback or reviews may result in them being less likely to participate, and less likely for them to provide positive feedback or reviews.
This is why we created Over-solicitation Protection, which allows your customers to receive only one feedback request email from your account per month (30 days).
As an example, an individual receives a review request from a location they visit. If that individual then visits the same location or a different location in the same organization within 30 days,the individual would not receive the second review request email.
Over-solicitation Protection has been automatically turned on for every account. However, if you would like to change or edit your account preferences, please contact your dedicated Customer Success Manager and they can customize the amount of days in between each request for you.
What does this look like in the dashboard?
To see if an email has not been sent due to Over-solicitation Protection, follow the steps below:
1. Click on the "Ask for Reviews" tab at the top of your dashboard page.
2. Select the Campaign Metrics subsection.
3. Choose a campaign to see a summary similar to the photo below:
4. Find the email believed to have been stopped.
5. Hover over the black circle next to the email, and see if it was blocked due to Over-solicit Protection.
If a recipient is prevented from receiving a campaign, it is added to the Sent total in metrics, but individual recipients are marked as rejected due to Over-solicitation Protection.
Please email us at if this protection does not fit your business model, or if you wish to change your settings. Your Customer Success Manager will happily update your preferences.
Note: Over-solicitation Protection is currently only available for feedback and review requests sent via email. At this time, there is no buffer or protection on SMS requests.
View ArticleMetrics on your review and feedback requests are essential to understanding the effectiveness of your campaigns. With ReviewTrackers "Campaign Metrics", you are able to see how many of your customers received, opened, and clicked on your requests!
Getting Started:
1. Select the Ask for Reviews tab at the top of the page.
2. Click on the subsection called Campaign Metrics.
How can I customize my campaign reports?
You can filter data in the following ways:
Location
Request Type (Review/Feedback)
Request Medium (Email/SMS)
Timeframe (Today - Last 6 months)
Is campaign info exportable?
Yes, there are two exports available.
Campaign Report (CSV) provides you with all of the metadata surrounding each of your request campaigns (including title, template, date, metrics, etc.)
Unsubscribe List (CSV) provides you with a comprehensive list of all your customers who have requested to unsubscribe from these emails.
Can I see more than just high-level stats on each campaign my team has sent?
Each campaign can be drilled down into for greater visibility into each recipient and their last activity (received, opened, clicked).
Can I see which recipients have actually left me a review or feedback?
Were able to tell you which recipients actually left feedback for your feedback request and our metrics also include a a Feedback Rate %. Please Note:This data is only available on feedback requests, not review requests.
If you have any questions, please email us at
View ArticleUse your Facebooklogin to securely connect ReviewTrackers to collect recommendations and respond right from your ReviewTrackers dashboard!
Below youll find everything you need to know to integrate successfully.
PREREQUISITES
Facebookpages must be claimed inFacebook. Unsure how to claim your listing? Click here for a how-to guide by Facebook.
Only an Admin in ReviewTrackers can integrate Facebook.
Can only integrate with one Facebook account.You must have a single Facebooklogin with at least Admin access to ALL locations. If the Facebook login doesn't have access to a location page, click here for a 'how-to request & share access' guide by Facebook.
Review your Facebook URLs for each location.We encourage you to perform a quick comparison of the Facebookpages in ReviewTrackers to those in your Facebookaccount toavoid issues ahead of time, such as missing or unclaimed pages. If you email [email protected] well be happy to export a list of your locations and the corresponding Facebookpages for you.
Once youre ready to connect, there are 4phases of the integration:1. Setup2. Overnight Sync3. Review & Resolve Any Issues4. Responding in-app! PHASE 1: SETUP1. Sign into ReviewTrackers with Admin credentials, and click on Settings in the top-right corner.
2. Click on the Integrations subsection.
3. Click Connect in the Facebookintegration section.
4. From there, you'll be taken to Facebook to select the Facebookprofile to integrate with (be sure to select the profile that is affiliated with all of the locations in ReviewTrackers).
5. Follow the prompts to complete the integration (just a heads up, if you update your Facebook password in the future you'll need to re-integrate Facebook).
PHASE 2: OVERNIGHT SYNC Once you integrate (i.e. sign in with Facebook), ReviewTrackers will:
Match the FacebookURLs in your ReviewTrackers account to the pages in your Facebookaccount
Enable new recommendation collection through Facebook's API
Pull in any new recommendations
PHASE 3: IDENTIFY & RESOLVE ANY FOUND ISSUES The next day, we encourage you to check for any issues. An issue may appear if the Facebook page URL in ReviewTrackers is not in the Facebook account you integrated with.
Issues are listed in the "Locations" page in "Settings". If you see an "issue found" icon then click on the Location Name to get more details about the issue. Its important to resolve all issues so that you are able to get new recommendations and are able to respond in-app! Click here to see how to resolve any issues.
PHASE 4: RESPOND TO FACEBOOK REVIEWS As new Facebookrecommendations are collected, you'll see the "Respond on Facebook" button has changed to just "Respond".When you clickon the new "Respond" button, it will take youto the review detail page. There you will see the details of the review like before, but with a newfield to insert your response and hit "Post Response"! Once you publish your response, the status label will automatically change to "Responded" and we'll track your response right in the review detail page for you. Unfortunately, you won't be able to respond to reviews collected previously or those of locations that aren't integratedcorrectly. These will still show the "Respond on Facebook" button.
If you run into any roadblocks or have questions along the way, email [email protected] and well be happy to help.
View ArticleAfter you add the SMS feature to your account, there is the possibility that you may come across a few errors. There are four types of issues that can occur. See below to find a description of each and how to solve them:
Carrier Violation - Carrier marks message as SPAM - your message was was flagged as objection by the carrier. In order to protect their subscribers, many carriers have implemented content or spam filtering.
Invalid Phone Number - Phone number is not an SMS enabled number. For example, this could be a number that doesnt accept text messages.
Unknown Destination Handset- The destination number you are trying to reach is unknown and may no longer exist.
Message Delivery - Landline or unreachable carrier - The destination number is unable to receive this message. Potential reasons could include trying to reach a landline or, in the case of short codes, an unreachable carrier.
Please note, if you attempt to text yourself multiple times, you will receive a carrier violation. We understand that you may want to send a few tests to yourself. However, it would best to set up a Google voice number and test this way. (link to article)
**You do not receive the SMS credit back if the message errors out.
We expose the error or rejection reason in the Campaign Metrics report under Last Activity.
If you have any questions or run into any roadblocks, email and well be happy to help!
View ArticleUsing ReviewTrackers Multi-Location upload is a fast and easy way to manage Ask campaigns if your ReviewTrackers account has several locations.
NOTE: Before you can use Multi-Location upload each location needs an External ID. The External ID is how ReviewTrackers determines which location the recipient is associated with. You can edit the location to add an External ID, or contact [email protected] for assistance with adding External IDs for all your locations.
Follow these steps to send out Multi-Location Ask campaigns.
1. When you go into the Ask Tool and select compose, the "Recipients" section will ask if you wish to create a single location or multi-location campaign. Click the box for Multiple Locations.
2.You will also be asked to name the campaign you're sending and choose the delivery medium (SMS or Email). Choosing either delivery medium will update the request preview on the right side of your recipient and customization options.
3. Scroll down to download the CSV template and add your data. The required fields include external ID and the email address or phone number, depending on whether you're sending an email campaign or an SMS campaign.
4. Upload the CSV file. If there are any errors in the file, you will be notified by our system and have the chance to fix the data.
5. Make the appropriate edits in your "Customize" section and you're ready to send! Choose the "Send campaign" button in the top right corner and your campaign will be on its way.
Multi-location Ask campaigns can be one of the most effective ways to raise your star rating and generate more reviews across your locations! If you need any help please feel free to reach out to us at
View ArticleAside from sending emails through the Request Reviews tab, you also have the option to direct your customers to a Unique URL to prompt them for their feedback or request a review. Each location comes with its own set of Unique URLs for both 1st Party Feedback and 3rd Party Reviews.
To access your Feedback Survey & Review Request URLs:
Select "Settings"in the upper right corner.
Click the "Locations"subsection.
Choose a Location.
Note that youre on the Landing Pages tab.
Imagine the Possibilities
Many ReviewTrackers customers like to use these links by masking them with a custom URL such as feedback.yourcompany.com or yourcompany.com/reviews in order to request reviews on their websites, receipts, comment cards, packaging, social media, and more!
Simply click :
Paste, hyperlink, and embed away!
If you need additional assistance, please feel free to reach out to us at and we'll be more than happy to assist!
View ArticleA Review Summary gives you you further insights directly from the dashboard. They can be scheduled to be delivered at daily, weekly, or monthly intervals.
Follow the steps below to easily set up a Review Summary:
1.Navigate to the "Alerts" section of your"Settings" and select "Add New Alert."
2. Click the dropdown next to "Email Type" to select your frequency:
- Daily (A summary of what's happened in the last day. Sent each evening.)- Weekly (A summary of what's happened in the last week. Sent Sunday evening.)- Monthly (A summary of what's happened in the last month. Sent the 3rd of each month.)
Just setthem up asa"Email Only" user
3.Next, choose "All Reviews".
4.Then, select aLocation, Group of Locations, or all Locations/Groups the User is assigned to.
5. Click "Create" and you're all set!
Each Email Summary will contain:
Average star rating for that time period.
Number of reviews received in time period.
Number of reviews compared to last time period.
Ratings Breakdown: number of reviews by star-rating.
Average rating compared to last time period.
Most Active Sources: showing number of reviews and average rating by source.
Take a look at this example of a Weekly Summary below:
Who can receive an Email Summary?
Any user role can be setup with a ReviewSummary, but only for the Location(s) or Groups they're assigned to.
Is there someoneyou'd like to receive a review summaryemail but you don't want to give them access to your account? No worries! to createa Summary Email alert for them.
Pro Tip:We know inboxes can get packed, so we will not send an email if there is noreview activity for the time period chosen.
Get the experience of the Dashboard with all the insights via a Review Summary delivered straight to your inbox!Questions about setting up a Review Summary? Email [email protected].
View ArticleNeed to adjust your user lineup? Follow the steps below to make basic changes to your users, including location access, alerts, and resending password reset emails.
*Please note: Only account admins are able to change permission levels. Reach out to one of your account admins if you need your permission level updated.
Follow the steps below to edit a User:
1. Select "Settings" in the upper right corner. Next, choose the "Users" tab.
2. From the Users list, select the user you'd like toedit. Click through to their User profile and make any necessary changes to their Profile, Password, Locations, or Alerts. If you're an Admin, you can edit their Permission level as well.
Follow the steps below to delete a User:
1. Select "Settings" in the upper right corner. Next, choose the "Users" tab.
2. From the Users list, select the user you'd like to delete. Click through to their User profile and hit the "Delete User" button.
3. A pop-up window will appear asking you if you are sure you want to delete this User. Confirm the deletion by selecting the "Delete button."
The user's access has now been removed from the platform!
Rearrange your user setup in a few minutes to adjust for new hires, added locations, and more. Questions about adjusting user settings? Email [email protected].
View ArticleGroups Assignments is a shortcut created to make it easier to assign the same set the same group of locations to users, alerts, or request templates in a single step.
Haven't created any Groups yet? Click here to learn how!
Follow the steps below to assign Groups to a User:
1. Click on "Settings" in the top right corner of your platform and then select the "Users" subsection.
2. Choose the User you'd like to assign a group to.
3. Click on the "Locations" section of the User Profile. Then select the "Groups" option and add the group to your User's Assigned Locations & Groups list.
How to Assign Groups to an Alert:
1.Click on "Settings" in the top right corner of your platform and then select the "Alerts" subsection.
2. Choose the "Add New Alert" button and begin creating your new alert.
3. Under the "Location/Group" section, select "Assign to a Specific Location/Group" and search for your group. Choose the correct group then click "Create" to set up your new alert.
How to Assign Groups to Feedback and Review Request Templates:
1. Select your "Ask for Reviews" section at the top of the platform then click on the "Manage" subsection.
2. Clone the template you need to make a custom template out of using the clone icon on the right side.
3. Scroll to the "Location/Group Assignment" section and search for your group.
4. Finish out the rest of the template and press the "Next" button to save.
Use Groups to simplify your location and user experience! Questions about setting up Group Assignments? Email [email protected].
View ArticleIf the Account Ownerhas left your company, or is no longer responsible for managing ReviewTrackers, there are several updates you need to make. Please reach out to [email protected] with the first/last name and email address of the new Account Owner, and well be happy to update this for you right away.
Each account can only have one Account Owner, however, you can have multiple Admins with the same access and functionality as the Account Owner.If a user other than the current Account Owner needs to manage the billing and account settings, they can be set up as an Admin."
View ArticleNote: Only the Account Ownerand Admin(s) can cancel an account.Were sorry to hear that you wish to cancel your account. Please have the Account Owneror an Admin reach out to [email protected] and well take care of canceling the account on our side.Please be sure to indicate if you would like to cancel same day or at the end of the billing cycle.
View ArticleWere excited to see that youre growing with us! We've now made it even easier to add locations to your account in a streamlined process. Note: You must be logged in as an Admin or Manager to add the locations yourself. Follow these quick stepsto add a new locationto your Review Trackers account:
1. Choose "Settings" in the upper right corner. Next, choose the "Locations" tab.
2.From the Locations page, click "Add New Location."
3. Enter the required business info, including the location's name and address. Click "Save."
Location Quick Search: Allows certain businesses to quickly add in their information. See below. When using the Quick Search, please double check that all information is correct before submitting. This will not work for every business location. If you cannot find it via the Quick Search function, please add manually.
Note: A phone number is optional, but can be helpful for us to make sure we're monitoring accurate profiles.
4. Leave it to us to find all the existing review profiles for you! When you click to save a new location, a ticket is automatically sent to our Onboarding Team to find all of your existing review profile URLs.Here is a list of the current sites we monitor. Keep in mind it's always growing and evolving. Finally, click "Finish Location" and you're all done!
Note:Most sites require a specific URL structure in order to be monitored successfully. Please reach out to and we'll add the URL for you!
View Article
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