One of the reputation management services Marketing Services offers is fully managed and drafted responses to online reviews for the business, via products like Review Responses: Up to 10 and Review Responses Unlimited.
With this service, when our system finds a positive review, we will respond on behalf of the business with a personalized, tailored response. These responses are posted within 2 business days of the review being pulled into our system.
During the project onboarding call, we'll discuss which approach works best for your business—requiring approval or posting without approval for responses to negative reviews.
If you choose the Approval Required option:
- When we find a negative review, we'll email it to you along with our suggested response.
- To receive these emails, add the respective person as a user to the account in Partner Center and ensure Instant Email Notifications for "Review," "Review Response," and "Review Response Approval" are enabled for that user.
(See: How to Receive Notifications for Review Response Approvals)
- We aim to provide a prompt response to the negative review, so if we do not hear back from you with your approval, our team will move ahead and publish our response.
We recommend choosing an approval window between 24-48 hours, which you can specify during your project onboarding call.
- You can provide feedback or edits via the platform link in the email notification.
If you prefer No Approval Required:
- When we find a negative review, we'll respond within 2 business days.
- Typically, our responses to negative reviews will be apologetic, frame the business in a positive light, and invite the reviewer to take the conversation offline. This avoids any further comments on a public review site.
- You can specify a contact for offline conversations during the project onboard call.
For more insight into our fulfillment process for our review response services, you can view the expectation brochures here.