How to Reply to Reviews

Kurt De La Rosa
Kurt De La Rosa
  • Updated

Overview

This guide will walk you through the steps to view, manage, and respond to reviews effectively. With Otter’s Ratings and Reviews tool, you can also learn how to schedule replies, set up auto-replies, and save reply templates to streamline your review management process. 

User Instructions

See Reviews

  1. Go to the Otter Dashboard.

  2. Select "Apps" on the top left.

  3. Select "Reviews" from the dropdown.

  4. Reviews are categorized into three types:

    1. Reviews with low ratings.

    2. Reviews that will expire soon.

    3. New reviews from yesterday.

Reply to a Review

  1. Under "Reviews", select the reply button on the right side of the screen.

  2. A pop-up will open up on the right side of the screen.

  3. Type the reply into the message box and select "Reply".

Schedule a Reply

  1. Customers can decide to send the reply now or schedule it for later.

  2. When replying to a review, select the arrow dropdown on the "Reply" button.

  3. Select "Now" to send the reply now.

  4. Select "Edit Saved Time" to schedule the reply for a later time.

  5. Edit the save time to send the reply on the same day or in up to 7 days.

  6. Then, select the time to send the reply.

  7. Select "Save" to confirm.

  8. Schedule the reply by selecting a saved time in the "Reply" button dropdown.

Create an Auto-Reply

  1. The Auto-Reply feature allows customers to automatically send replies by creating a rule.

  2. Under "Auto-Reply", select "Create Auto Reply".

  3. Create a title for the auto-reply.

  4. Select the brand store and a delivery platform to use this reply for.

    1. If this auto-reply is relevant to all stores and channels, select all.

  5. Choose the rating for this auto-reply.
  6. If you’d like this auto-reply to be sent to ratings without comments, select the checkbox for "Rating without Comment".

  7. Choose the reply time.

    1. The default review reply cycle is every 4 hours

  8. If you have saved reply templates, select it here to confirm your auto-reply.

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Create a Reply Template

  1. To create a reply template for auto-replies, select "Manage".

  2. Select "Add Template Group" on the top right.

  3. Create a name for this template group and select "Confirm".

  4. Add a reply template for this template group.

    1. Customers can add multiple reply templates to each group.

  5. Customers can also upload multiple reply templates at one go using the "Bulk Upload" button on the top right.

  6. Select confirm to save the bulk upload.

Frequently Asked Questions

1. What is the Auto-reply feature on Otter?

Auto-reply is a feature designed to help you manage your customer engagement by automatically responding to reviews. This tool saves you time and ensures that your customers feel heard by providing a timely response to their feedback.

2. How does the Auto-reply function work?

You can create your own rules to automatically reply to reviews based on specific criteria such as star rating or channel. For example, you can set a rule to send a 'thank you' message for a 4-star review on Doordash and another for a 5-star review on Uber Eats.

3. Can I customize the Auto-reply messages?

Yes, you can tailor the auto-reply messages to fit the tone and style of your brand. You can create different messages for different ratings and situations, ensuring a personalized touch even in automated responses.

4. Why should I set different reply times for different reviews?

Setting different reply times allows you to prioritize responses based on the review's urgency and the impression you wish to leave. For example, you might want to respond to lower star ratings more quickly to address any issues raised. You can also schedule to reply next to lunch or dinner time, making the customer eager to make a new order.

5. What does the 'Status' toggle indicate?

The 'Status' toggle allows you to activate or deactivate specific auto-reply rules. When the toggle is on (indicated by the blue color), the rule is active and will send out replies according to its configuration.

 

If you need additional help or information, you can contact support via the following:

  • Chat - Our live agents are available 24/7 to help you through your Otter device. Tap the chat button on the top right corner of the home screen.
  • SMS/Text or Telephone - Send us a text or give us a call anytime at 1-888-681-8837 for prompt service from our support experts.

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