Overview
The Reputation Manager works in three ways:
The first part is Analytics in which you can see the Average Ratings. It is an aggregated measure indicating user satisfaction, derived by dividing the sum of all user ratings by their total number.
The second part is related to managing all reviews in the Voosh dashboard, so the clients don't have to log in individually to all 3PD dashboards to respond to the reviews. They can respond to reviews directly from the Voosh dashboard. This is very convenient because, in the same dashboard, clients can see what the issue was with the order, see the order details, and automatically respond to the review regarding that particular order.
The third part is Auto-replies, which doesn't require a person to respond to the ratings. The AI assistant will curate an adequate response and respond automatically. On top of that, you can send cashback. Clients can set up different cashback options, depending on the rating, and their auto-responses can be customized to use brand language.
Customer Reviews and Ratings Overview
In the sidebar select Reviews and Ratings> Customer Reviews and Ratings and you'll be navigated to the main section. Here you can see the high-level overview of the overall ratings.
This section provides a comprehensive snapshot of key insights into user feedback - the average rating scores, the emotional tone of reviews (analyzed by AI), and the count of reviews that still need to be responded to.
Average ratings are defined as aggregated measures that indicate user satisfaction, derived by dividing the sum of all user ratings by their total number.
Clients can track ratings over dates, for current and past tracking periods. From here they can manage unanswered reviews, manage auto-replies, and select to see all reviews.
Ratings drill-down
In this section, clients can do a detailed analysis of ratings at the location and brand levels, helping them understand the areas for improvement.
The ratings can be tracked over time and clients can see the current and previous ratings for the selected period.
Here, we also find a column with Unanswered reviews for each location and brand. The count reflects the total reviews that have yet to receive a response, enabling clients to track customer engagement and opportunities for improved communication.
Also, clients can see the Top issues and Top complaints on the location or brand level, gathered via AI analysis.
Review Category drill-down
As a reminder, in the Ratings drill-down, we can only track top comments and top compliments for locations and brands, and in the Review Category drill-down, we can see Compliments and Issues with more details.
The Compliments section shows the most commonly mentioned compliments in user reviews, showcasing what's working well and delighting the customers.
The Issues section shows the most commonly mentioned problem in user reviews, helping clients focus on key areas for improvement.
If you select keywords in both sections, you'll get navigated to a page with reviews where the keywords are used.
Reviews
This section displays individual order feedback, with options to manually or automatically respond to reviews so that clients can foster customer engagement and resolve issues and concerns in the most effective way.
Reviews can be sorted by date, and filtered by date and rating. Additionally, clients can choose to review the ratings with or without comments.
In this section, we can also see which comments are responded to and which are still waiting for response. If a review has a response, you can select View Details and see the response. On the other side, if a rating was not responded to, you can choose the Respond button and submit your response.
Set Auto-replies
In the Reviews section, you can find the option to Set Auto-replies.
Auto-replies can be set for all or individual location and clients can choose the 3PD platforms for posting these replies.
An additional value of auto-replies is the cashback option. Clients can set the highest ratings for which they will offer a discount, and the highest discount they want to offer, and decide whether the discount is going to be reserved for all customers or only for new or returning ones.
Finally, the auto-replies can be generated by AI or clients can choose to write the message themselves, and include the Customer name and Brand name as variables. The message can contain up to 250 characters.
The response will be posted at the time they'll most likely engage with the post.
