As a business owner, it is essential for you to manage both positive and negative customer feedback tactfully for the success of your business. With Birdeye's review response template feature, you can standardize review responses and communicate efficiently with your customers.
Standardized review response templates also help businesses increase their productivity and review response rate, which ultimately helps them drive business growth. Your Birdeye account has 'Thank You' and 'Apology' templates set up by default.
Birdeye also gives you the ability to create unlimited templates for commonly used review response scenarios.
How to Use a Template for Review Sources
If your Google and Facebook accounts are already integrated with your Birdeye account, click on the 'Reply' button to initiate a response to the review.
Next to the AI button, you will have an option to choose a response template. You can select one template.
NOTE:
If you haven't set up response templates, you can choose from either the 'Apology' or 'Thank You' templates that are set as default templates within your Birdeye account. Additional response templates will appear here once you add new templates under the 'Settings' tab.
After you have selected a template, the template content will auto-populate in the response box. You can also edit the template content to customize it, or you can continue to respond using the auto-populated template content. To respond to the review, click on the 'Post reply' button on the bottom right.
If your Facebook and Google accounts are not integrated with Birdeye, clicking Reply allows you to respond directly on Google.
You can select a response template, click Copy and continue to Google, and you’ll be redirected to the Google review page, where you can paste the copied response and publish it.
If you click Connect Google, you’ll be redirected to the Integrations page under Settings, where you’ll be prompted to connect your Google account with Birdeye.
How to Set Up Review Response Templates?
To set up review response templates, click on the 'Settings' tab on the left navigation rail, then go to the 'Reviews' tab, and select the 'Response templates' option.
On the 'Response templates' page, 14 reply templates will appear by default. These templates include 5 positive reviews with comments, 5 positive reviews without comments, and 4 apology templates. To add a new custom template, click on the 'Create template' button in the right corner.
On the new page, give a name to the new response template at the top and add a description for the template in the next field. While adding the description, you can also use pre-generated 'Tokens' to generate customized content.
You can select tokens like Reviewer name, Location name, Location address, Enterprise name, and much more. To use tokens in the response template, select the tokens from the 'Personalize' drop-down menu.
For example, if you use this template to respond to a review written by Mr. David Hill attributed to Grace Boutique, the response will be customized with the 'Reviewer name' and the 'Enterprise name.'
Once saved, the newly created response template will appear under the 'Response templates' page.
Hover over the desired template and click 'Edit' to modify the template. Click 'Actions' and select 'Duplicate' to clone the template and 'Delete' to remove the template from the list.
