Tellofy SupportThe Manage Reviews screen allows you to engage with respondents by replying to their feedback and also allows you to share selected reviews on your social media channels (YouTube and Facebook). Responses are recorded in real-time and displayed within your Tellofy dashboard.
Login to the platform and go to Real Time-> Manage Reviews link from the left navigation menu. You will be directed to the Manage Review screen wherein you can view all reviews (across stores/locations) available for your business.
The various elements on the screen include:
Search Box: You can filter responses based on when they were posted and their NPS score. To filter based on when they were posted, click on the calendar icon; select a date or a date range and then click on the ”Filter” button. The reviews in the review box will be filtered to show reviews that were posted during the period selected.
You can also choose to further filter the list based on the NPS rating given. A score of 9 or 10 is considered a positive review. A rating of below 6 is considered as negative. Click the Positive, Negative buttons on filter the responses based on their NPS ratings.
Reviews Box: Here the latest reviews that have been posted for your business will be displayed. The review list will be sorted in the descending order of the date posted. Clicking on an individual review block will open its details on the right pane. A highlighted review indicates that it has been currently selected. You can see the date when the review was posted, the multimedia attached with it, and the details of the person who submitted the review. In case the review has been approved (from the Moderate Reviews) screen then options to post the review on Facebook and YouTube will be displayed here. You can click on the corresponding icon to share.
You can view the response i.e. the actual survey that the user submitted; click on the “See Responses” button. A popup will open, the popup will show all the questions/answers posted by the user. Use the “Next” button within the popup to navigate between the various sections in the survey questionnaire. Do note that you can only view the responses given, you cannot edit them.
You can engage with respondent by replying to their feedback. To do so, click the “Reply” button, a comment box will open wherein you can enter you comments and save it. Do note that in case the review has been published from the Moderate Reviews screen then your reply will get posted on the brand page against the review.
You can share the review on various social networks (the icons/links shown here will be based on what you have configured for your account, under the menu 'Settings->Social Channels'). Icons to the social networks that you have enabled for your account will be displayed here. Clicking on any of the icons will cause the system to prompt you to login to that network and share the review. Video reviews, in particular, can be shared to YouTube. You can connect your YouTube channel to your Tellofy account via the Settings -> Social Channels screen and can then directly share video reviews to your channel. Do note that you can associate different YouTube channels with each of your brands.
Statistics: Summary statistics about reviews posted for your business is shown here. You can see counts of total reviews posted, number of positive and negative reviews and also the % of reviews that you have replied to.