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      Reviews | New Design

      In this article, you will become familiar with the following information:

      The new design of the reviews page will be enabled by default. To return to the old version, click the toggle.
       

      In the new design, in addition to all the functionality available in the old version, you will have access to:

      • Improved interface for the review card.
      • Auto-tagging for classification/filtering of reviews.
      • Enhanced complaint submission process and simplified interface.
      • Auto-appeal of reviews using neural networks.

      The following changes have been implemented in the new interface:

      • Responses to reviews and notes for better perception are highlighted in separate colored blocks.
      • The status of the complaint is displayed in the lower right corner if it has been submitted. If not, you will see a Report button.
      • The responsible employee is now displayed as a tag.
      • Main icons for working with reviews are moved to a dropdown list, which can be opened by clicking on three dots.
      • The status of the response to the review is displayed:
        • Response sent and awaiting publication (if the review has not yet passed moderation on the platform).
        • Response published (if the review has already been published on the platform).

      • Instead of the add/edit custom reviews window, a separate page is now displayed. Additionally, it is possible to add a tag and note to the review on this page.

       

       

      If a client changes a review for which a response has already been given, you will see the status Outdated on the response.

       

       

      If the company is not verified in the Google directory, it will not be possible to respond to reviews from that source. You can find out how to verify your company here.

       

       

       

      Auto-tagging for classification/filtering of reviews

       

      To simplify the search and analysis of reviews, a system of automatic classification of reviews using tags has been implemented, which are assigned based on the analysis of the text and context of the reviews. These tags are available only for the following business sectors:

      • Retail.
      • Fuel station.
      • HoReCa.
      • Food.
      • Auto.
      • Maintenance.
      • Health.
      • Pharmacy.
      • Beauty.
      • Finance and insurance.
      • Tourism and hospitality.
      • Sport.
      • Deliveries and logistics.
      • Realty.

      Additionally, the company must have a main category specified from the list. Auto tags will be absent if you have exception categories besides the main category. You can find out about them here.

      Tags are considered automatic (they are available for all fields regardless of the category):

      • Responsible: name/email of the employee - displayed if an employee is assigned to the review.
      • QR code: name of the code - if the review was left via QR code.
      • Mailing: name of the mailing - if the review was left through mailings.

      Automatic tags will be displayed in blue. Regular tags will be in gray.

       

       

      Filtering reviews by auto-tags is possible in the side filter in the Tags includes field. To do this, select Autotags from the dropdown list and click OK.

       

       

      New complaint submission process

       

      In the new design for Yandex and Google catalogs, the complaint submission process has changed. To do this, click on the Report button. A window will open where you can choose one of the suggested reasons for the complaint or write your own in the field below, you can also select a complaint template. Then click Send.

       

       

      After that, you can track the status of the complaint submission in the lower right corner of the review:

      • Complaint sent - the complaint is under review by the catalog. The processing time for the complaint takes up to a week. If it is deemed justified, the review will no longer be displayed on the platform.
      • Complaint approved - the review is no longer displayed on the platform.
      • Complaint rejected - the catalog rejected the complaint. You can try to appeal the review again. To do this, hover the mouse over the status and click on resend the complaint.

       

       

       

      Auto-appeal of reviews using neural networks

       

      For the catalogs Google, Yandex, and 2GIS (URBI), complaints about reviews can be submitted automatically. The text of all reviews is analyzed by a neural network, which assesses whether the incoming review can be appealed based on four criteria:

      • Negativity without specifics
      • Rating reduction without justification
      • Insults towards employees
      • Competitor advertising

      If the text of the review falls under one of the four criteria, the complaint is sent automatically by the system. After that, the status Auto-complaint sent will be displayed on the review. Standard statuses Complaint approved or Complaint rejected will then be displayed.

       

      How to filter reviews, you can find out further.