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How to Take Your Responses to Reviews and Social Engagements From Days to Minutes


The Importance of Responding to Reviews and Social Engagements


Are you doing enough when it comes to responding to reviews and social engagements? As a multi-location marketer, we all know that responding to customers across all business locations is a must, but many businesses still take days or even weeks to respond. If you want to distinguish yourself from the competition, improving your business’s customer response rate can get you there. 


Data from our Q3 2020 State of Multi-Location Marketing Report found that the average review response time across Yelp, Facebook, and Google My Business was 6.4 days, while the average response rate was 42.9 percent. While this is the industry average, consumers typically expect a response within 24 hours. If your business can outpace these averages, you’ll stand out from consumers. 


Introducing SOCi’s New Smart Responses 


You may be wondering how it’s possible to respond to all of the reviews and social engagements your limitless business locations receive within minutes. To help, we’re excited to introduce SOCi Smart Response. SOCi Smart Response uses machine learning to auto-suggest more relevant and personalized responses for your reviews and social engagements. 


Through our research, we know that local users struggle with creating responses to reviews and social engagements, while admins need a streamlined workflow that allows them to handle response duties quickly and get on with their day. The new SOCi Smart Response for reviews and social engagements allows our users to upload and utilize pre-created responses for common customer inquiries, reviews, and other components of reputation management. 


It’s also important to note that users can upload their response banks or use SOCi’s pre-crafted responses that incorporate dynamic text to add personalization quickly. If you need to be convinced further, SOCi Smart Response will also allow your multi-location business to: 

  • Be more personal in review responses. SOCi Smart Response automatically personalizes your responses with customer names, locations, phone numbers, email addresses, and more. 
  • Save more time when responding to reviews. With just a few clicks, your team will be able to streamline responses across 10s or 100s of reviews at the same time. 
  • Empower users to craft the perfect personalized and on-brand response.
  • Improve your rankings on Google. Google pays attention to how many reviews your business is responding to, so the more you respond, the more your visibility will increase. 

With SOCi Smart Response, your multi-location business can take your response strategy to new heights while saving your local marketing teams both time and effort. 


Level-Up Your Localized Marketing Efforts 


Now that you know that there’s a tool out there that can help you create personalized responses to reviews at scale, it’s time to get started. With SOCi Smart Response, you can take your review response time down from days to minutes. Similarly, you can respond to all of the reviews and social engagements your business receives, with an on-brand and personalized message, rather than a percentage of them. A strong review response strategy will elevate your localized marketing and your SEO efforts. 


If you’re looking for other ways to level-up your localized marketing efforts, look no further! SOCi is the central command for multi-location businesses and the all in one platform for your localized marketing needs. For more information on how SOCi can help you crush the competition with SOCi Smart Response and more, request a demo today!