Automate review responding in Reputation Management
in progress
Leenita Thakkar
Automated review responding will help your clients manage their online presence more efficiently. Craft personalized and emotionally resonant replies with this AI-enhanced update designed to respond to diverse customer sentiments and feedback nuances.
Powered by Automations in Business App, a review request can be triggered at the right time from events in a business's CRM (including outside systems via Zapier integration.)
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Rylan Morris - Vendasta
Merged in a post:
Review Response - Suggested Responses
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Patty Hinrichs
Currently this piece does not allow for it to be trained like the rest of the AI features available in the platform. It would be great if this too could be trained to sound less robotic and to include a way to exclude words or phrases in responses.
We are seeing a majority of the responses use the words "thrilled" or "delighted" in a positive review response and this does not provide responses that sound authentic and true.
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Jeff Horner
I agree with this. The AI feels like an older model.
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Jacquelynn Harris
I agree as well. Lately the AI review responses has been less detailed then when they first were an option and now they are way more cookie-cutter like.
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Sara Folsom
The responses generated have become very cookie-cutter and similar and need to vary, especially for our clients who have a lot of 5 star reviews come through
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Chris Beckwith-Taylor
Is there an update on automating the instant review of responses or the option to review and approve AI-suggested automated responses before posting?
Vendasta Team
Chris Beckwith-Taylor: The team is taking another run at this right away, using AI workforce, where you can assign an AI employee to automatically respond to certain reviews (e.g. 3-star or higher). We'll have more updates in coming months as its being built out.
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Malcolm Stone
Leenita - I need some clarification. There are 2 issues being discussed in this thread ... Automated Review Requesting and Automated Review Responding.
I see where Ven is releasing the Review Requesting feature using Business App and Zapier this week (April 2024). This is great.
Can you tell me the status of the Automating Review "Responding" feature that I proposed for reviews that meet certain conditions (i.e., 5-star reviews)?
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Dante Crescenzi
Malcolm Stone i want to know the same thing.
Vendasta Team
Malcolm Stone Dante Crescenzi: The team is taking another run at this right away, using AI workforce, where you can assign an AI employee to automatically respond to certain reviews (e.g. 3-star or higher). We'll have more updates in coming months as its being built out.
Vendasta Team
in progress
Now in progress.
Note, automated review requesting is now available, powered by Automations in Business App: a review request can be triggered at the right time from an event in a business's CRM (including outside systems via Zapier integration) – for example, when a job is completed.
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Alex Zalamov
Vendasta Team: I assume we will have to pay for a Zapier account?
Vendasta Team
Alex Zalamov: If you choose to use Zapier as the outside triggering mechanism, yes you’ll need a Zapier account - but Zapier is just one example of an outside system that could trigger a review request, with other integrations and triggering mechanisms are planned.
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Malcolm Stone
Thank you for doing this. I want to also add that I understand the concern of automating review responses. However, this is what clients want. I am losing sales because it's not available. Limiting it to 5-star reviews and making it optional would help greatly.
Vendasta has to get to a "true" automated review workflow. From uploading contacts from their CRM, to sending review requests, to replying to and social sharing of 5-star reviews.
Jehan Zouak
Merged in a post:
Automatically Respond to Reviews
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Malcolm Stone
Allow clients the option to use the existing review response suggestions feature to automatically respond to 5-star reviews.
Jehan Zouak
Merged in a post:
Automated Review Response
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Simon Papadopoulos
Have the ability to create a carousel of responses and have the system go through and respond accordingly to the templates in rotation (order). Also in future add abilities to turn this on for only specific directories/listings, and moreover choose if you want it only for reviews that have no messages and just star rating.
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