Overview
Manually replying to reviews in the Experience Management Platform (XMP) is a personalized and engaging way for users, under specific permissions, to respond to customer feedback. Users and managers can respond authentically, addressing positive or negative feedback, and fostering meaningful connections with customers. Additionally, tier, account, or organization managers (and admins) have the flexibility to reply either as themselves or 'reply as' the user to enhance communication and showcase a personalized touch in handling customer reviews.
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Permission for Manual Replies
When manually replying to reviews within the Experience Management Platform (XMP), users are subject to account settings that determine their permissions. These settings, managed by tier, account, or organization managers, dictate the reviews users can respond to based on the review's rating. For instance, a user may be granted permission to reply only to reviews rated 3.5 stars and above. Learn more by reading about user settings.
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'Reply As' Feature for Admins and Managers
Tier, account, or organization managers, when responding to reviews, have the flexibility to reply as themselves or 'reply as' the user for whom the review is intended, providing a nuanced approach to engagement within the platform.
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How to Reply to a Review
Engaging with customer reviews is essential for building strong connections and shaping a positive online presence. Replying promptly, expressing gratitude for positive feedback, and addressing concerns with empathy are key best practices. Effective responses not only show appreciation for customers but also demonstrate a commitment to service excellence.
Beyond enhancing customer relations, active engagement contributes to a favorable Search Rank Score, boosting visibility and credibility. Below, you'll find instructions on how to reply to reviews in the Experience Management Platform (XMP).
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Take note: these step-by-step directions include screenshots captured from a manager's perspective. If you're accessing these instructions as a user, your interface might appear slightly different, but the functionality remains consistent. |
Once logged in to your Experience.com account, click “Reviews Management” from the navigation menu on the left.
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From the Reviews Management page, locate the review you want to reply to using the Sort & Filter function at the top (if needed).
Once you have located the review you want to reply to, click the blue reply button.
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If you hover over the blue reply button and see a circle with a strike through it (like the icon to the left), your account’s permissions do not allow you to reply to that review. If you are an enterprise user, speak with your Account or Organization Manager to learn more. |
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Type your reply below the review.
If you are a manager, select whether to respond as yourself or as the user whose review it is.
Once proofread and ready to publish, click the blue Send button.
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If your email notifications are enabled, you'll receive a confirmation email, reassuring you that your reply has been successfully received. Simultaneously, the reviewer will also receive a notification, ensuring they are promptly informed when their review has been addressed. This streamlined notification process enhances transparency and keeps both businesses and reviewers in the loop, fostering effective communication.
Reasons you might not see a blue reply button
The review has already been replied to. If so, click the blue text, “1 reply” to see the reply to the review.
The review is from Zillow. Reviews from Zillow cannot be replied to from Reviews Management.