How to Scale and Execute Multi-Location Review Management

 

What is Multi-Location Review Management?

Multi-location review management is the process by which companies with multiple retail or office locations receive and respond to reviews from different platforms, including Google and Facebook, as well as industry-specific sites like Apartment Guide, Glassdoor, and Expedia.

 

When it comes to scaling review management, the largest obstacle is managing reviews across different platforms that all have different logins, layouts, and features. Fortunately, there are tools and software that can make scaling multi-location review management much easier. Finding the right software is the number one way to scale your review management process.

 

What to Look for in Multi-Location Review Management Software

The right review management tool can simplify the process of receiving and responding to reviews promptly. The right tool will not only help you scale multi-location review management but will offer added features and a bird’s eye view of all your locations in one space, giving you greater insight while saving you time and manpower. If you choose to utilize software to support review management, here’s what to look for in a multi-location review management platform:

 

Top 7 Features to Look for in a Multi-Location Review Management Tool

 

1.   The Ability to Receive and Respond to Reviews in One Place

Eliminate the hassle and stress of needing to be logged into multiple platforms to effectively manage your reviews. Any review management tool worth considering will give you the ability to monitor activity and reviews on every applicable platform, across all your locations, in real-time. That means you’ll be able to stay on top of reviews from one centralized platform instead of constantly logging in to multiple accounts.

 

2.   Templated/Brand-Approved Responses

The power to respond to reviews using custom replies or brand-approved, ready-to-go responses means you can create a personal, professional voice that reaches your customers while saving time. A great feature to look for is the ability to create brand-approved templated responses and bulk responses that let you send a reply to multiple reviews at once. Machine learning technology may also offer AI-generated responses that help you send replies to any review with a personalized feel, saving local teams’ time and resources while making your customer feel seen and heard.

 

3.   Custom Workflows

In addition to templated responses, custom workflows may be a feature your organization needs. This would allow you to send review responses through an automatic review queue if that is needed for your business. Some companies and organizations may require this feature, while others may only need templated responses. Consider your workflows when looking for the right software to support and scale multi-location review management.

 

4.   Real-Time Interactions

Being able to respond quickly and easily by location means you can effectively manage reviews as they come in. Consumers today demand timely and responsive reactions to their comments and feedback. That means receiving feedback quickly and providing responses quickly. When considering multi-location review management software, be sure that data is regularly refreshed so that you’re getting everything real-time and can respond real-time.

 

5.   Data Insights and Trend-Tracking

Online reviews provide valuable insight into your customers’ wants, needs, and reactions to your products and services. Identifying sentiment trends means you can analyze data and make proactive changes when necessary. Your multi-location review management software should make it easy to see customer review trends at a high level.

 

6.   Competitive Analysis Features

Availability of competitor data may be valuable to many organizations as well. Gain incredibly useful insight into what your competitors are doing. See how fast they respond to reviews, check out their average review scores at local levels, and more. The right multi-location review management software can give you these insights and a competitive edge that will ultimately help you make decisions that set your brand apart from the competition.

 

7.   Dynamic Tagging

A more advanced, but highly time-saving feature to consider is dynamic tagging that automatically inserts relevant data for that location, like phone number or address. Dynamic tags may also allow you to directly notify team members to ensure timely responses and approvals.

 

How to Choose the Best Multi-Location Review Management Tool

To choose the best multi-location review management tool, know what your needs and must-haves are. For multi-location businesses, the ultimate solution gives access to both corporate and individual locations, with the ability to set individual permissions and a way to track trends and performance. When considering the best multi-location review management tool, take the following questions and requirements into account:

  • Which platforms do you use, and will you need to manage reviews for?
  • Will individual locations manage reviews or will reviews be centrally managed?
  • Who specifically will be responding to reviews?
  • Does anyone need to review the responses before they are posted?
  • How will your brand sentiment be applied to review responses and how will you monitor and control that?

 

When evaluating a multi-location review management tool, make sure you find a tool that meets all your requirements and can flex with the needs of your company and team.

 

Learn More About SOCi, the Most Powerful Multi-Location Review Management Tool on the Market

SOCi’s award-winning multi-location review management tool makes handling reviews easier than ever. Whether you have one location, or one hundred, SOCi is the only tool you need to make review management the easiest part of running your brand. Built to grow with you, our scalable solution allows you to keep your finger on the pulse of your reputation.

 

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