Review Management

Answers to

Frequently Asked Questions

Can I respond to reviews from multiple platforms?

LocalClarity connects to review sources in the most robust methodology allowed by the originating platform. Ideally, the platform provides an open 2-Way API that allows for full receipt of reviews and pushing of responses. Some platforms have no API infrastructure and responses need to be made directly and manually. You can still leverage AI Reponses and saved templates when replying externally. All reviews response to this way will be marked as replied externally overnight.

How many review sites can be integrated into LocalClarity?

Business can aggregate reviews from over 50+ source destinations, highlighting Google Business Profile, Facebook, TrustPilot, Google Play and Apple AppStore. We also support BBB, Bing, Booking, Foursquare, TripAdvisor, Zomato, AVVO, Lawyers.com, RateMDs, Vitals, HealthGrades, Zillow, Glassdoor, Indeed, and dozens of other platforms.

Can I access all historic reviews or just going forward?

You can access your entire review history for every locations in a matter of minutes for most businesses and overnight for even the largest brands in the world. In practical terms, this allow explore analytics for reviews going back 19 years (the oldest review in LocalClarity is from 2004). Will you set a new record?

Can I access reviews that have been deleted?

Unlike platforms where reviews can simply disappear without an explanation of notice, LocalClarity retains the full record and marks the review as being removed. You always maintain access to the original record.

Can AI really generate my review responses?

Really! You can reply to reviews using AI generative responses for your Real Estate Business. Utilizing new features from OpenAI's ChatGPT responds with personalized reviews, including the reviewer's first name, and respond in the same language as the review. We hope that this addition to the already personalized and unique OpenAI response will allow real estate businesses to connect with their clients in the best way possible.

Can I download my company's reviews?

Of course. All data in the LocalClarity platform is made available in direct downloads, scheduled reports, and for some placed custom reporting and APIs.

Can I trigger notifications every time I receive a negative review?

Yes, real-time notifications through LocalClarity allow users (and non-user contacts) to be notified when a new review matches specific criteria, including star ratings. Notifications can be via email or with the help of a Zapier connection, text SMS, Slack message, or just about any other method.

Are there any limits on the number of AI Agents?

Each profile can currently hold ten fully customized agents.

How do I download all of my review data?

It’s your data, we have made it easy to access. To download all of your review data go to the ReviewsInbox and set the date range back as long as you have had reviews on Google. Then select download in the top right. Another method is heading to Settings and then Data Downloads. From there you can set the dates and download all of your review data.

How quickly should I respond to reviews?

A good rule of thumb should be to respond to both negative and positive reviews within 24 hours of them being posted to your Google listing. Responding to reviews quickly while adhering to hotel and lodging communication best practices can be interpreted as more meaningful or genuine to the person who left the review.

How are the review sentiment analysis topics determined?

LocalClarity leverages current OpenAI models to identify the topics contained in each review comment block, and then reports on the topics and associated sentiment in either the languages or the review or the single selected language as a profile-level preference item.

Can I create generative AI Auto-response campaigns?

We are excited to include AI responses into the ReviewsInbox controlled by a human to validate each reply before sending the response to the individual and publishing the content to the web. When generative AI evolves to provide slightly better output controls, we will happily add generative AI auto response.

What review platforms do you support?

LocalClarity integrates with 50+ review platforms across search engines and multiple industry portals in the Professional and Enterprise plans. Google Business Profile is available in all plans. To see a full list of all integrations, please {link to integrations page]. If you would like us to work to integrate an additional industry or regional source, please vote for the integration.

What's better, authorized or indexed reviews?

In short, an authorized connect connection gives you a flow of data directly between the review destination source and your LocalClarity profile. All data is accessed via a secure connection and you can also push review replies directly to the platform (require for any auto-response campaigns). Indexing allows us to pull the publicly available content from each location URL provided, but we can’t push replies for these connections. See the full lists for available Authorized and Indexed connections.

How do I make certain my AI responses sound human?

User can make certain that generative AI response are both human sounding and on-brand by making certain that each agent has ample business and location content to build each response, rating-base tone of voice details are set, and that the temperature is set at the upper end of the range. If the responses are still not quite right, you can add instructions.

Should I reply to reviews with no comment?

Although there is minimal details as to why the user left this review, it is still a best practice to show appreciation for them taking time out of their day to reply to your business. Typically, the platform will forward your response to your customer to complete the feedback cycle.

How can I see Images attached to reviews?

Within your ReviewsInbox™ you will see all of the photos and videos originally attached to the Google review in the right hand detail pane. Clicking on any of the images will open an expanded image viewer. No setting changes are required as this will automatically work for new reviews received. In Image Management, you can see the rating stars from the underlying review.

Can I track competitor reviews?

Yes. In the Professional and Enterprise plans, businesses can track competitor review scores, customer comments, and even brand responses. Users gain unparalleled insight into the customer feedback — both positive and negative — of their core competitor locations.

Can I get back reviews deleted by Google?

Google has an automatic review filter that kicks in sometimes and if everything else is kosher about the review, it might be a simple case of tripping the filters by accident. Try asking the person who left the review to edit the review (even filtered reviews remain available to the original reviewer’s account). They don't need to edit much, just a few tweaks. Sometimes that will cause the review to stick once they re-publish the review.

Can I remove fake negative reviews?

It is hard to validate if a user is maliciously using reviews to benefit a direct competitor. However, we have tried to make flagging and tracking inappropriate reviews quite easy. In the ReviewsInbox™ detail pane next to the review stars you will see an ellipsis. You can select this and the option to appeal will appear as "Flag as inappropriate". We recommending tagging the review and turning on Review Synchronization. This will help identify which reviews remain and which need a second (or third) appeal.

How can I spend less time manage reviews with LocalClarity?

We understand that to run your dealership(s) effectively, you need to be careful with your time. That’s why we have created the industry’s leading ReviewsInbox™ and Intelligent Auto Response that let’s you focus on other challenges. A popular strategy is using Auto Response for positive reviews and then responding to negative reviews manually, now with the help of templates and AI. Respond to reviews with one click of a button.

How can I access sentiment analysis scoring for my old reviews?

Yes, clients can run workflows to identify the topics, emotions, and sentiment score in all historic reviews.

Should I reply to reviews that are blatant lies?

No one likes receiving criticism. But whether or not the criticism is true, your business needs to respond in a way that protects your reputation. Taking ownership of an issue, whether it is accurate or not, shows to the customer that you are taking claims seriously. See our Case Study on the value of responding to negative customer reviews.

Will responding to reviews increase my rankings?

Yes, absolutely. Google’s algorithm considers your overall review response rate and your tendency to engage with customers who leave negative reviews. In addition to the near-term signal boost to rankings, review responses trigger more reviews as well as more review content from your new customers, both of which are also ranking and discovery factors.

Can I create my own folder in the ReviewsInbox™?

Reviews can also be sorted by review #tags and can be created from your ReviewsInbox™. In the ReviewsInbox™ scroll to the bottom left and find New Review Tag. Type in the Tag you want to create and select Enter key. On the review you wish to tag, click inside the 'Add tag' box and begin typing. You will see a dropdown that will include your new tag, select the desired tag. You will receive a success message and the review tag will be appended to the review.

Does LocalClarity offer review solicitation?

We do not currently offer review solicitation, but we do make it easy to create Google Review Invitation links from our website and in the platform. Links can be generated for any number of your locations across the different review platforms (Google, Facebook, TrustPilot, etc.) and then shared when reaching out to your customers with review requests.

How quickly should I be replying to my reviews?

The Local Search Association reported on a consumer loyalty survey by Yotpo that found most consumers expect a brand to respond within 24 hours. LocalClarity conducted it’s own research in seven countries and found that customers generally expected a response to their feedback with 48 hours.

Can I filter customer reviews by review platform?

Yes, you are in compete control. You can filter your reviews by can by review site (Source) and also by rating, location, group, accounts, content, tags, review language, and more.

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A Few of the Brands Trusting LocalClarity for Review Management

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Frequently Asked Questions