Replying to Reviews

Overview

Replying to reviews within the Experience Management Platform (XMP) is a crucial practice with multifaceted benefits. Beyond demonstrating active engagement with customers, responses contribute to building trust and credibility by showcasing transparency and authenticity. Addressing positive and negative reviews publicly allows businesses to resolve issues and express gratitude, influencing how customers perceive the brand. Notably, within the XMP, the Search Rank Score, a key metric for search performance and online visibility, is positively affected by meaningful engagement with reviews. Regular and thoughtful replies impact the search rank, encourage customer advocacy, and strengthen the business's online presence.

Ways to Respond to Reviews

In the XMP, engaging with reviews is a flexible process, offering several methods to respond effectively. Here are the various ways to reply to reviews:

1. Manual Replies

   • Users can manually craft responses to reviews, adding a personalized touch to their communication.

2. AI-Assisted Manual Replies

   • Leveraging the power of AI, users have the option to receive suggested replies when responding manually, streamlining the process and ensuring relevance.

3. Automatic Replies

   • Depending on campaign settings (enterprise feature), reviews can receive automatic replies. These replies may come from a set of predefined responses or be generated by AI, tailoring the response to the content of the review.

Editing and Deleting Replies

After successfully posting a reply, the logged-in user can either edit or delete the response, ensuring control and precision in communication.

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