Many customers of Applause utilize our auto matching feature for Google reviews. With the automation on, our system will send out an automated bonus payout for a Google review, if the system is confident enough in matching the employee to that review. There are some instances when a review cannot be auto-matched and therefore, the automated bonus does not occur.
Main reasons why bonus doesn't go out:
#1 Customer who left the Google review "updated" or "edited" an older google review they already left in the past. This is not counted as a "new" review by Google and the auto bonus doesn't occur on these reviews, because it is not "new".
#2 The Applause algorithm was not confident enough in auto-matching the review, therefore the company admin needs to go into the Applause admin portal and manually match the service worker to the review and send the bonus to their Applause mobile app.
What you can do:
If you're still unsure if your bonus was sent or not, the first place to check is with your company admin who manages your Google reviews & bonuses to see if the review bonus still needs to be sent if the auto-match did not happen.
This article will show an admin how to manually match and bonus a review when needed.
You can also send connect with the Applause support team and provide the review and the Google business page it was left on, and we can help determine the status of the match for the particular Google review.
To note: Applause facilitates the movement of the money that is earned from any Bonuses. However since Bonuses are paid for by your company, you'll have to reach out to them for these to be manually sent out if the Google review was not able to be automatically matched to an employee's account.