Please Note

It is highly advisable to set up Branches before sending out any review invitations, as this way all your reviews will have a respective branch associated with them upon review collection. If you have sent out invitations before setting up Branches, you will have to retroactively add the correct branch to each individual review sent out before implementation

Important

You can only have one branch type active at any time. Therefore, if you wish to add further distinction and review groupings you will need to create tags. For more information about tagging your reviews, please read this support article.

What Are Branches?

Branches can be created for almost anything you want to order your reviews by as well as create reports on, but these are some typical branch types:

Location-Based Branches

  • Store street addresses 
  • Cities 
  • Counties 
  • Countries

Team Branches

  • Departments
  • Individual team members

Other Branches

  • Services you provide
  • Sales channels

Implementing Branches

There are 3 automated methods for setting up your Branches:

  • Review Booster
  • API
  • BCC

When setting up Branches via Review Booster, API or BCC, your branch names will be automatically created and added when individuals leave reviews.

There are also 2 manual methods for creating and managing your Branches: 

  • Manage Branches
  • Timeline

When manually creating Branches, these branch names will not automatically be added to incoming reviews. Manual creation and management is for the retroactive addition of branch names to reviews, as well as visual housekeeping.

Therefore, one of the above automated methods (Review Booster, API or BCC) must be set up in order for branches to function.

Automated Branch Creation & Setup

Review Booster

To set up Branches within your Review Booster, first you must: 

  • Login to the Reviews Dashboard
  • Navigate to Invitations >> Email Review Booster

Note

If you are not familiar with how the Reviews.io Review Booster works, or the information you need to provide, please read this support article.

  • Step 1 add a relevant email address
  • Step 2 choose Company Reviews as booster type
  • Step 3 choose a Company Review Invitation Email from your templates
  • Step 4 add your customer information including your chosen branch type manually, or upload a file via CSV with your chosen branch type as a column
  • When you have added your customer data, it will appear in the right hand column for you to then follow out Step 5. 
  • Step 5 identify all your columns, and set your chosen column (above column with Glasgow, London and Newcastle) as Branch
  • Check everything is correct and press the button It's Correct. Send Invites

The example above used location - cities - as a branch type, but you can set up your branches for whatever you want to group your reviews by. Here are some examples:

API

  • Navigate to Company Setup >> Automated Review Collection
  • Navigate to API >> Docs
  • Navigate to Company Review Collection

When queuing your invitations using the Reviews.io API, add the branch parameter to the body and add the relevant code for the branch type.

Example

{
"store": "your-business",
"apikey" :"YOUR_API_KEY",
"name": "John Smith",
"email": "john.smith@example.com",
"order_id": "1234",
"branch": "BRANCH_TYPE_HERE".
}

When customers begin to leave reviews, Branches will automatically be created and added to the review. You can find all of your automatically created branches within Manage Branches in your Reviews Dashboard. 

BCC

  • Navigate to Company Setup >> Automated Review Collection
  • Navigate to BCC Integration >> Instructions
  • Follow Steps 1 and 2


When creating email invitations and BCC'ing them to Reviews.io, along with your customer's name, order ID and email address identifiers within comments, add the branch and include the branch type identifier you would like to setup Branches for.

Example

<!--name:John Smith-->
<!--order_id:12345-->
<!--email:john.smith@example.com-->
<!--branch:[BRANCH_TYPE_HERE]-->

Important

Branch identifiers will differ acros s eCommerce software. Check your eCommerce documentation to add the correct branch identifier to comments when BCC'ing Reviews.io your email invitations.

When customers begin to leave reviews, Branches will automatically be created and added to the review. You can find all of your automatically created branches within Manage Branches in your Reviews Dashboard. 

Manual Branch Creation & Management

Manage Branches

  • Navigate to Company Setup >> Manage Branches

If you have set up Branches via any of the automated methods, your Branches will appear here once a review has been left for that particular branch. If you do not see any/all of your branches listed, don't worry, this simply means a review hasn't been left for that particular branch yet.

To manually add a branch, navigate to:

  • Add a New Branch

You will be prompted to fill in the branch name. If you are happy with your branch name:

  • Select Add Branch

Your branch will appear in a list with any other branches you've created, or alongside branches created when individuals have left a review fulfilling that particular branch.

Important

When a branch is added manually, this simply adds the branch name to your list of branches. Branches will only be active if you have set a branch type either via Review Booster, API or BCC automated methods. 

Adding Branches manually within Manage Branches is beneficial in 2 ways:

  1. It enables you to create Branches that haven't yet had reviews left for them

2. It allows you to retroactively add a branch to reviews left before setting up Branches

Steps on how to retroactively add and change branches assigned to your reviews are in the next sections, Timeline and Removing Assigned Branches

Timeline

  • Navigate to Timeline and select a company review
  • Navigate to the right hand column >> + Add Branch
  • Write your branch name under Create New branch
  • Choose Set Branch

Important

Not only will this create a new branch name which will appear in your Branches list within Manage Branches, but it will assign this branch to the review you created it in. If you do not wish to assign Branches to reviews when creating them, use the Manage Branches method. 

Removing Assigned Branches

If you wish to remove or change a branch that has been assigned to a review at any time, select that review and navigate to the right hand column: 

  • Select Change Branch
  • To remove the branch, select Remove Branch From Review
  • To change the branch, either choose from the options Create New Branch, Or Select Existing Branch

Important

If you would like to change branch type entirely - e.g location to sales agents - you must specify this within a new Review Booster or BCC email, or change the type appropriately within the API. Please refer to the section Automated Branch Creation & Setup to do so. 

Branch Statistics

The main purpose for setting up Branches is to gain insight into your business and services by creating reports from your branch data. Through the information your reviews provide, you can benchmark your branches and determine patterns, to promote areas of excellence and improve upon shortfalls. To view statistics and insights: 

  • Navigate to Reporting >> Branch Statistics

You will need at least 1 review for each of your branches in order to see them in Branch Statistics.

Within each of your Branches, you will have data on:

  • Total number of reviews
  • The average review rating
  • Reviewer recommendation percentage
  • Number of reviews for each rating

You will also have the opportunity to view review insights for each of your branches, if there is enough review data. 

  • Select See Review Insights For [Your Chosen Branch]

You will be presented with a list of all reviews containing specific sentiments, and a grade rating for each. 

The example above displays the 'service' at the Manchester branch:

  • Grade A
  • Excellent
  • 99.24% of reviewers state service as excellent

From here you can switch between your branches, as well as use the field to search for specific sentiments within your reviews for that branch.

Other Branch Options

Setting up Branches also enables you to include branch related information in other aspects of your review collection, publication and management. 

Branch Specific Email Invitations

Although when customers are invited to leave a review they will already have a branch assigned to them, you can invite them to leave a review with a branch specific Email Invitation and create a more personalised invitation. 

  • Navigate to Invitations >> Edit/Create Invitation Templates
  • Choose either Create Simple or Create HTML
  • Choose Reviews of My Company
  • Edit the body of your email to match the branch type you have set and include the [Branch] placeholder

Including a branch placeholder means your one review invitation can be sent to all your customers, with branch being dynamically filled to match each customer. However, you can also create individual branch specific email invitations.

Create your invitation following the same steps as above, and within the top row:

  • Select Branch and choose one of your branches

With your chosen branch set you can add branch specific text to the body of your email, as well as include a branch specific banner image. 

Important

If creating branch specific email invitations, you must also have a Company Review Email Invitation active as well. Your Company Review Email Invitation will be used as a fail safe for any customers who may not have used a branch you have created branch specific Email Invitations for. Therefore all your customer reviews will be collected. 

  • Finally, Save your Email Invitation under it's branch specific name

Branches & Local Review Email Invitations

If you have set up your branch type to be location-based either via Review Booster, API or BCC, and are collecting Local Reviews, your customers can be directed straight to that branch from a Local Review Email Invitation without having to choose from that Local Channel themselves. To set up Branches within your Local Review Email Invitations: 

  • Navigate to Invitations >> Edit/Create Invitation Templates
  • Choose either Create Simple or Create HTML
  • Choose Reviews of My Company On Reviews.io & Local Sites

Within the top row:

  • Choose Branch and select your chosen branch

You can also edit the body of your email to be Local Review-friendly if you wish.

  • Finally, Save your invitation under it's Local Invitation branch specific name

Note

Customers who are invited using a Local Invitation without branch set will still be sent directly to the Local Review Channel, but they will have to choose the branch they used on that Local Channel when leaving their review.

Branch Specific Collector Page Questions

Within your Collector Page you can also create branch specific questions. If you do, these questions will only appear within the collector for individuals who have used your branch type set.

  • Navigate to Company Setup >> Collection Settings
  • Navigate to Collector Page >> Edit
  • Add branch specific questions using the Additional Questions option and choose your branch

Branches & Company Profile Page

Your branches will appear alongside their accompanying reviews on your Company Profile Page. Branches cannot be hidden on your Company Profile Page reviews, so it's important that you're comfortable with the Branches you set appearing publicly. 

If you have trouble setting up your Branches, or have any questions or queries not outlined in this support article, please send an email to support@reviews.io.

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