2017 Review Response Process:
Benefits of the process change: We’ve recently upgraded platform to included instant emails to customers on quick responses and connections with 3rd party sites, to increase followers on social platforms, increase positive review shares to the most important sites and to decrease negative reviews from reaching 3rd party sites when they generated through the platform.
1: When reviews are collected through the PowerSuite platform, a response will be posted on that review, visible on the review display page, and an email of that response sent to the customer (reviewer). The response includes a request to follow on Facebook and share their review on the Facebook page or another 3rd party site that needs a boost in rankings. Positive reviews are published and indexed within SERP.
2: Also, the customer will receive another follow-up email with a copy of their review, thanking them for the review and request to share the review on the most important sites: Normally 3-4 hours as before.
When a negative review is collected via the PowerSuite platform, a response will be posted, and email sent to the customer, requesting them to contact the manager’s information at the dealership to resolve any concerns as soon as possible. Negative reviews are not published live nor indexed. This is intended to stop the customer from posting reviews elsewhere until the issue can be resolved. Then it’s recommended for the dealership to request an updated review if the customer is satisfied.
Review Discovery Response
When a positive review is discovered online:
1: If the customer posted a review on third party sites after coming through the platform. A response is generated thanking them for taking the extra time and sharing their review on that source. Also includes customized response for sales, service other related content
2: If the review is discovered that did not come through the platform, a customized response will be posted on that source within 24 hours.
Negative review conversation will be taken offline by providing dealership contact person to address their concerns and acknowledge their issues online.
PowerSuite Review Portal:
All review responses and actions will now be trackable on each client and customer via the review portal or the PowerSuite. Responses will be posted on review display page and for 3rd party sites connected will push review response to that source as well as storing that review.