Assign to Maddy to either Get Found or Get Ranked group depending on the product.
Account Name:
Description of issue:
Is this for a negative review with a rating below 3 stars? If so, reputation management will post a response to the review within 72 hours according to the Social5 review policy below:
Social 5 Review Policy
To ensure that customers' reviews are promptly attended to, Birdeye is checked daily, Monday - Friday. Each review that comes is replied to the day of, if possible. When responding to the review please make sure to:
Thank the reviewer by name for the review
Reinforce the five-star rating, or an attribute of the company that they highlighted
A weekly summary of the reviews will be sent each Friday to the businesses that received reviews during the week. This review may include a call to action for a review campaign, a summary of their goals, or their review progress.
Negative Reviews:
If a negative review (less than 3 stars or containing negative language) comes in, the customer should be contacted the day the review is viewed by the reputation management team. The goal is to get the customer's negative review viewed and responded to within 72 hours. We will pass on the review and provide three options for review replies.
Option 1: This should be a more specific reply, outlining attributes of the business and addressing the customer’s concern mentioned in their review.
Option 2: A contact us reply. Ask the customer to please reach out directly for further discussion or to resolve the issue. Include contact information if the customer is willing to provide it or leave it general.
Option 3: A general reply thanking the customer for the feedback and promising to address it internally.
We will advise the customer to pick an option or provide more context to craft a more specific option. We will ask that they respond within 48 hours, or we will choose option #3 the most general option, until we hear back from the customer. We let them know we have the option of editing our review response if they are unable to get back to us within 48 hours. The email will outline the importance of responding quickly to negative reviews and encourage customers to generate more positive reviews through a review campaign or other means with our help.
This email will be sent to the customer on the day the review is received from Monday-Friday. If there is no reply after 72 hours, we will send one last reminder email asking them to respond again within 24 hours, after that time, we will post general reply option #3.