How can I manage Google review requests in ApplauseHQ, including manual and automated processes?
ApplauseHQ provides multiple options for managing Google review requests, including both automated and manual methods. Understanding these methods and their specific functionalities can help ensure that reviews are tracked correctly and bonuses are awarded appropriately. Additionally, the platform offers options for managing existing reviews, allowing businesses to request updates to improve the accuracy and relevance of customer feedback.
Overview of Google Review Requests
ApplauseHQ enables businesses to gather customer feedback efficiently by offering tools to send review requests. These requests can be automated to streamline the process, or sent manually for more direct control. Moreover, businesses can also use these tools to request updates to existing customer reviews, ensuring they remain current and reflective of the latest experience.
Automated Review Requests
The automated review request process in ApplauseHQ is the recommended method for ensuring accurate tracking and proper bonus allocation. When you mark a job or service as complete in the system, the platform automatically triggers a review request to the customer’s phone number. This ensures all reviews are tracked in the system, making it easier to associate them with the corresponding task or job. Additionally, automated tracking supports the integration of bonuses as part of the customer feedback workflow.
Manual Review Links
For situations where customers may submit feedback outside the automated schedule, ApplauseHQ also provides a manual review link. To use this feature, employees must have the 'Manual' permission enabled under their account settings in the Permissions tab. Once this feature is activated, employees can share the manual link with customers directly. However, it is important to note that:
This method comes with certain limitations, as reviews submitted via manual links don't have all of the same data as an automated request.
A Manual request can only use the sent time stamp, the submitted review time stamp and the customer name to be confident in auto-matching
If a QR code or direct link is used rather than sending it manually - there is not a customer name attributed to the request since it is not a unique link rather it's a static link. There are no data points present with this type of link that would allow Applause to auto-match a review to the person who scanned or used that direct link.
Best Practices for Managing Review Requests
Enable the right permissions: Ensure that employees who need access to manual review links have the appropriate permissions enabled.
Use automated requests whenever possible: Automating the process through job completion ensures the best tracking and eligibility for bonuses.
Review product resources for limitations: Be familiar with the help documentation for additional details about manual workflows and tracking caveats.
Request updates selectively: Use the feature for requesting updates to existing reviews to address specific feedback or improve relevance.
By following these practices, you can maximize the benefits of ApplauseHQ’s review management tools while ensuring all reviews are properly tracked.
Managing Review Updates with ApplauseHQ
Requesting a Review Update via ApplauseHQ
With ApplauseHQ, you can manually send a request to customers, prompting them to update their existing Google review. Here’s how:
Access the Location’s Details: Navigate to the Locations section and select the desired location.
Send a Manual Feedback Request: Under the Manual request for feedback option, click the Send request button.
Choose Review First Mode: When configuring the request, select the mode labeled Review first.
Enter the Required Information: Input the customer’s information and assign a technician to the request. Once the request is sent, the customer will be directed to their Google review page, where they can update their rating and comments.