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Within the Published and Unpublished Tabs, you will have the ability to search and filter content easily.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