Description:

Market Pulse is one of the most important tools we use for listings, review management and social media procedures for our clients. Review management is the tool in Market Pulse to see and respond to reviews and look at the analytics behind them.

URL: 

https://reputation.gettorchlight.com/account/AG-KTZ8JHXB84/app/overview

Overview:

Here you'll find a brief overview of what your reviews say about the client. It will show the client's average star rating, keywords most commonly found in customer's reviews, listing summary, the sites most common for customer's to leave reviews on and the quality of the client's most recent reviews (positive, negative or neutral). 

Reviews:

This will be the main tab you stay on for review management. Under the Reviews tab, you'll be able to manage and respond to reviews as well as customize the text of review responses. At the top, it will give you common keywords and the client's average rating as well (same as what you'll see in the overview tab). 

How to respond to a review:

1. When a new review is added, you will see it under the Manage Reviews tab. 
2. Click on one of the three pre-written options to respond with. 
3. Adjust the response for clarity if needed. 
   1. If none of the three options make sense or you don't like them for whatever reason, click on the widget to the right of the response options to generate three more pre-written responses. 
   2. If you don't like any of the pre-written responses, you may write freely. 
4. Select 'Respond' to post the response. 

It's important to note that when a Yelp review is left, you cannot respond to it within Market Pulse. It will re-direct you to Yelp where you'll need to have the client's credentials to respond to the customer from the client's Yelp page. 

Under the Review Display Widget tab, you can change the color, font and size of the response text. 

Under the Response Template tab, you can look at the response templates available and create new ones.

Negative Reviews:

If a client has received a negative review (usually 3-star and below) it is to be taken very seriously and brought to the client's attention as soon as possible. It's recommended that you send an email to the appropriate contact with the negative review (either copy and paste or a screen capture of it) and an option for a response from a response template. Let the client know that you will proceed as they wish, as negative reviews are very critical.  Most times, clients like to take negative reviews into their own hands to ensure they solve the issue as successfully as possible. 

Listings:

While the Listing Builder in Market Pulse shows the directories the client i syncing with, the Listings tab under Review Management allows you to adjust them if needed. 

It will show you the client's listing score, the listing business information, and the search engines, review sites, directories and social media platforms the client is listed on and if there are any problems that need to be corrected with it. 

Google Q & A:

This tab will show you any questions posted about the client. It is not frequently used.

Mentions:

Here you'll see when and on what site the client is mentioned. The Mentions Timeline tab shows you mentions in chronological order, where the Monitor Mentions tab shows you categorically depending if the mentions came from the web or a particular social media platform. 

Social:

Under the Social Monitoring tab, you'll see a chronological list of the client's recent social media posts depending on the platforms that are connected to the account. 

The Employee Monitoring tab shows you client's employee accounts that have interacted with the client's social media posts.

Analytics:

Analytics gives you a deep dive into the quality of reviews left, top keywords used (when, if they were positive or negative, etc.), timeline of the client's listing score and analytics of competitor information. 

References:

https://support.vendasta.com/hc/en-us/articles/4406959432855

https://support.vendasta.com/hc/en-us/articles/4406959274391

Tool to build 'Leave Reviews' link for GBP