Skip to main content
Company Reviews Moderation

Learn how to interact with your company reviews

Updated over a month ago

Overview

This guide will walk you through how to manage reviews and interact with your customers.

Here are the following items indicated in this guide: 

  • Moderation Tabs

  • Searching & Filtering

  • Review Details

  • Responding to Reviews

  • Share to Social Media

  • Tagging

  • Report a Review

  • Bulk Actions


Company Review Moderation was recently updated to support a new UI. Watch our video below to see what's changed.


Moderation Tabs

When you first enter the Company Reviews Moderation page, you are greeted with several tabs at the top of the screen. Each tab contains different types of content. 

a. Published - This contains all of the live reviews.

b. Pending - This contains all reviews awaiting your moderation.
c. Reported - This contains all reviews that have been reported to RaveCapture.
d. Review Requests - This contains all review requests that are either pending or have been previously sent

e. Moderation Settings - Automation options for reviews can be found within this tab

Next to the tab name is a number in parenthesis which is the number of entries in each tab. 


Moderation Settings

Automation options can be found within the Moderation Settings tab including:

  • Profanity Filter

  • Convert Customer Name to First Initial

  • Auto Publishing - The default setting is to publish 3+ star reviews

  • Flagged Keywords - Words added here will "flag" a review containing the word and do not need to be an exact match. For example, the keyword "test" will flag a review that contains "testing"

Searching & Filtering

Within the Published and Unpublished Tabs, you will have the ability to search and filter content easily. 

You can search by the following terms:

  • Customer Name

  • Email Address 

  • Order #

  • Tags

  • Review Text

You can filter by the following options:

  • Star Rating (1-5) 

  • Date Range

  • Review Response

  • Recommendation Score

  • Review Source

  • Photos

  • Tags

Our system also allows for multiple items to be selected at once, making it easier for complex searches. For example, you can search for all reviews using the word "great colors", which also wrote you a 5-star review and have photos. 


Review Details

When new reviews come into your account they will always be shown at the top since our page is sorted by newest date first.

Each review has Two main sections:

  1. Review Content

  2. Customer Information

Review Content Section Includes:

  • Review Submission Date

  • Customer Service Tags (if applicable)

  • Star Rating

  • Review Title

  • Review Text

  • Photos & Videos (if applicable)

  • Social Sharing menu in the top right (learn more about sharing here)

Customer Information Section can Include:

  • Customer Name

  • Reviewer's Location (if available)

  • Email Address

  • Order Number

  • Source of the Review

Review Actions

Below the review content and customer information you have several actions you can take for each review, including:

  • Report review

  • Publish (only in Pending tab)

  • Unreport (only in Report tab)

  • Respond / View Response

Within the accordion menu next to respond you will find the following actions:=

  • Publish All Visuals

  • Add Customer Service Tag

  • Hide Full Name

  • Hide Last Name

  • Upload Photo / Video


Responding to Reviews

When a customer writes a review for your business (good or bad) it's always nice to follow up with a personalized message. Responding benefits the customer, because it shows them you care, and appreciate them for utilizing your company. It also benefits prospective buyers on your site, because it shows your great customer service in action. 

We support two types of responses:

  • Public (shown on your website with the review)

  • Private (not shown on your website)

Both types of responses will be emailed to the customer with the ability for them to update their review. Be sure to check out our in-depth guide on Responding to Customers.


Reporting a Review

In some circumstances, it may be necessary to report a review to RaveCapture. When a review is reported, the following process occurs:

  • Review is moved into the "Reported" Tab in the moderation area

  • Review is hidden from your site

  • Our Moderation Team begins to review the issue

If the review does indeed meet the requirements for being reported, it will remain reported. However, if the team has questions, we will follow up within 5 business days.

The following reasons are supported in RaveCapture:

  • Spam

  • Inappropriate

  • Irrelevant

  • Test Review

More information on reporting reviews can be found in our guide here.


Bulk Actions

If you need to perform the same action on many reviews at once, our bulk actions will save you considerable time. We currently support the following bulk actions:

  • Report

  • Hide Last Name

  • Hide Full Name

  • Publish All Visuals

  • Visual Reminder

To use a bulk action, you must have at least 1 review checked on the left. Then click on "Actions" at the top and select the action. Once you confirm the action, all reviews will be updated instantly. 


Moderation Settings

Automation options can be found within the Moderation Settings tab including:

  • Profanity Filter

  • Convert Customer Name to First Initial

  • Auto Publishing - The default setting is to publish 3+ star reviews

  • Flagged Keywords - Words added here will "flag" a review containing the word and do not need to be an exact match. For example, the keyword "test" will flag a review that contains "testing"


Searching & Filtering

Within the Published and Unpublished Tabs, you will have the ability to search and filter content easily.

You can search by the following terms:

  • Customer Name

  • Email Address

  • Order #

  • Tags

  • Review Text

You can filter by the following options:

  • Star Rating (1-5)

  • Date Range

  • Review Response

  • Recommendation Score

  • Review Source

  • Photos

  • Tags

Our system also allows for multiple items to be selected at once, making it easier for complex searches. For example, you can search for all reviews using the word "great colors", which also wrote you a 5-star review and have photos.


Have a question or need support responding to a review? 

Please contact our support team via our live chat or at support@ravecapture.com

Did this answer your question?