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Managing Reviews and Posts in White Pages Connect

I have received a review, what do I do?

Effectively managing online reviews can have a positive impact on your reputation and sales. In addition to positive reviews, prospective customers that search for you online will often look at your responses to negative experiences. They evaluate the timeliness of your reply and see whether you care about the feedback and rectify the issue.

Positive review

Make the most of positive reviews by putting together a personal response that will not only ensure your current customers keep returning, but also attract new ones too. Responding to online reviews doesn’t need to be time consuming – you can create a brief, friendly, and personal by following these simple steps:

Remember to start with their name, thank them for their review and include your business name and keywords in the response. Always encourage them to visit your business again and end on a positive note.

Negative review

It’s essential you tackle negative reviews first, quickly and professionally. Whilst emotions can be quite high at this point, it’s very important to respond sincerely, with the offer of a solution while remaining professional and courteous. Be mindful of how your response is perceived by passing traffic – namely, your potential customers.

 

Download our handy guide on how to use the publish and customer feedback features in White Pages Connect to engage with customers and respond to their feedback.

How to post and respond to reviews in White Pages Connect

What sites do I get to see my reviews from?
  • Acompio
  • Brownbook
  • Cylex
  • Facebook
  • Find Open
  • Foursquare
  • Google Search
  • Google Maps
  • Info is Info
  • iGlobal
  • Show Me Local
  • Uber
  • Waze
  • Where to?
  • Yalwa
Which sites can I respond to reviews from?
  • Facebook
  • Google Search*
  • Google Maps*
  • Info is Info
  • iGlobal
  • Waze
  • Where to?

 

*Google has made some temporary changes to Google My Business features during the COVID-19 pandemic. New reviews, review replies, and new Q&A will be unavailable during this time.

Do I need to connect my Google or Facebook accounts to monitor and respond to reviews?

Yes, you need to connect your Google My Business Listing and Facebook account to White Pages Connect in order to monitor and respond to reviews.

 

Please note, Google has made some temporary changes to Google My Business features during the COVID-19 pandemic. New reviews and new Q&A will be unavailable during this time.

How do I set up notifications to inform me when a customer leaves a review?

This will be automatically enabled when you sign up. When new reviews arrive we will notify you via email.

Can I reply to Q&As from Google?

Yes, you can. If a user posts a question on Google My Business about your business location, you will receive it in the “Customer Feedback” tab and can respond accordingly.

You can also be proactive by utilising “Publish”, where you can post questions and answers to build a frequently asked questions section on your Google My Business listing.

 

*Google has made some temporary changes to Google My Business features during the COVID-19 pandemic. Please note, that new Q&A’s will be unavailable during this unprecedented time.

Can I see which employee has replied to a particular platform?

Yes, in the actual review of the “Your answer” section within “Customer Feedback”, you can see who responded to the review.

Can multiple users manage reviews for my business?

Yes, it is possible to have multiple users managing reviews from within White Pages Connect.

Can I allow certain users to reply to my reviews but others to manage the locations content?

Currently if White Pages allows a user into White Pages Connect to manage reviews, they will also be able to make content changes to the individual locations that they are managing the reviews for.

 

Do I get reporting/analytics on my reviews?

Yes, absolutely. There is reporting at an individual location or total business level on the following:

Time period for reviews can be set as either

  • 7 days
  • 30 days
  • 12 months
  • Overall
  • Custom date range

The report can be exported

    1. Average review rating and number and % of review between 1 – 5 stars. Publishers are selectable with the following options
      1. All directories
      2. Facebook
      3. Google

  1. Average review rating based on the time period selected
  2. Review Rating Analysis: Sentiment analysis on what top words are being used in user reviews and what is the average rating of reviews which contain that word.Total = number of reviews with a rating that were analysedReviews % = percent of review containing that wordRating = average rating of the review which contain that word
  3. Feedback activity is the number of reviews being left across publishers over time. This includes reviews with no star rating.

What is the Reviews Reply Rate feature?

The Reviews Reply Rate feature allows you to see how responsive you are to your customers.

You can see how many reviews you have responded to overall and easily monitor which star ratings you have been responding to.

How do I post and what do they look like online?

Create posts in the Publish tab in White Pages Connect, you can view what the post will look like on the right hand side of the screen. You can switch between Facebook, Google Search* and other directories to see the post on these different platforms.

 

 

When I post “News” or an “Offer”, where does it go?

You can choose what sites to publish this on.

For News posts, you can choose to publish to Facebook, Google and the directory sites listed below.

For Offer posts, you can choose Google and directory sites listed below.

Here is the full list of publisher posting sites, which includes Facebook, Google, and directories.

  • Facebook
  • Google*
  • Find Open
  • Brownbook
  • Hotfrog
  • iGlobal
  • Navmii
  • ShowMeLocal
  • Waze
  • Where To?

NOTE: *The option to post to Google may only be available for businesses with < 10 locations.

Can every business post to Google?

Not every business or brand can Post to Google through White Pages Connect.

Any business or brand with fewer than ten (< 10) locations can Post through the Google API utilised in Connect. The number of locations is determined by Google’s internal chain detection. Currently any business which is considered a ‘chain’ by Google does not have API Posting capabilities. If your account has been ‘bulk verified’ by Google you will likely be detected as a ‘chain’ and won’t have access to Google’s API Posting feature.

The Posts feature is allowed for small-to-medium-sized business (SMB) launch of Posts and enables SMBs that use third-party platforms to Post on Google. (sourced from Google API documentation 20th June 2019)

NOTE: Google posts related to COVID-19 are now temporarily permitted for all businesses with White Pages Connect Elite. This rule is subject to change by Google for chains.

Why am I receiving the error message "The post cannot be saved"?

If you receive the error message “The post cannot be saved” when clicking Post, there is likely an issue with the content you are trying to post.

Check the following:

  • Ensure that you have Selected locations, chosen where to Post on, entered a Title and Content.
  • If you have added a Link make sure the URL is valid, it must contain http:// or https:// at the beginning.
  • When uploading a Photo/Video ensure it meets the format and size requirements below.
What does the status "In Progress" mean?

If you see the status “In Progress” for one of your posts, there may be a publishing delay on one of the Connect platforms. You can check your posts under Details by clicking on each platform icon.

NOTE: For Google, please check your Google My Business account and review any Google updates as these can sometimes interfere with posting.

How do I see engagement with my posts?

You can see Views and Clicks from customers as shown below. Click ‘Show details’ to reveal more.

Can I retract, delete or edit a scheduled post?

Yes, you can remove or edit a post if you would like. This is done by simply clicking ‘Edit’ or ‘Remove’ on the right-hand side.