Managing Reviews
- Gabrielle Pollack
Overview
The Reviews Management section within the Experience Management Platform offers a robust set of tools for efficiently handling and responding to customer and user reviews. This document provides a comprehensive overview of the key features and functionalities of the Reviews Management page.
This article is an overview of managing reviews in Reviews Management in the XMP and displays screenshots of the platform as it appears for managers (tier/account/organization managers and admins). The screen may look slightly different for users, but the functionalities of each button are the same.
Access Levels
The Reviews Management page operates on a tiered access system to cater to the diverse roles within an account:
Users: Can view and manage only their own reviews.
Tier Managers: Have the capability to view and manage reviews for all users they oversee.
Account/Org Managers and Admins: Enjoy broader visibility, enabling them to view and manage reviews across the entire account.
Actions and Capabilities
Users on the Reviews Management page can take various actions to interact with reviews:
Replying: Craft responses to reviews, where account settings have permitted it (for users).
Flagging for Removal: Mark reviews for potential removal if they include inappropriate content.
Survey Details: View additional survey details linked to a specific review, including a respondent's responses to each question in the survey.
Social Media Sharing: Share reviews on social media platforms, like Facebook, LinkedIn, and X.
Managers can take actions on behalf of users, including using the "reply as" option to respond from the user's perspective without having to view the platform as that user.
Request a Retake
In addition to the actions outlined above, it's important to note that reviews derived from a survey campaign may offer the option for reviewers to retake the survey.
Even after submitting their response, the survey link remains active. If a reviewer wishes to change their original response, they can click the link in their email/messages again and retake the survey. Once the new response is submitted, it will replace the previous one, including scores, responses, and reviews.
To prompt a reviewer to retake the survey, there is a rounded arrow icon located beside the other action items on the review. Clicking this button sends an email to the reviewer, requesting them to retake the survey with new answers to replace their original response.
Search and Filters
The Reviews Management page provides powerful search and filtering options:
Search: Dynamically search reviews based on keywords, reviewer names, user names, or dates.
Filters: Utilize filters such as source, status, rating, tiers, users, replied status, flagged status, and options to show archived or pinned reviews.
Activity Feed
An activity feed on the Reviews Management dashboard displays the history of actions for all reviews.
To view more of the Reviews Management activity feed, the menu can be expanded to a full page with a history of actions in the Reviews Management suite. The activity feed is:
Searchable: Users can search the activity feed by a text string.
Filterable: The activity feed may be filtered by the user taking the action, action type (completed review, flagged, replied to), date of action, and account.
Access Restrictions
Depending on the user's role, the Reviews feed will be limited:
Admins: Can view all reviews for the organization/account.
Managers: Can view all reviews for the agents/tiers they manage.
Users: Can view all reviews for themself only.