Reputation Management & Listings and Response Service

Stefania Sarti
Stefania Sarti
  • Updated

Overview

The Reputation Management and Listings product is designed to help your business oversee and enhance your online reputation and presence. It provides tools to manage customer feedback across various channels and ensures that business listings are accurate and consistent on different platforms. We also have a Response service, in which we reply to your reviews from all sources.

Features

Schedule replies strategically: Schedule the replies to be sent right before lunchtime, when customers are starting to get hungry. Replying to the customer's reviews at the right time boosts the chance of repeat orders. 

Manage all your reviews from one place. Save time and resources with the combination of the 3 features. Access, track, and automate replies across all your locations, maintaining a consistent brand voice effortlessly.

Analyze insights to gain full visibility across all stores. Get full visibility on your online ratings and reviews across all locations and websites, schedule responses, and use templates to engage with your customers.

Frequently Asked Questions

Where can I manage reviews from delivery apps?


Reviews from delivery apps can be managed through the Otter Business Manager. This interface allows for centralized control over customer interactions and feedback from delivery services. Access it directly at Otter Business Manager (https://manager.tryotter.com/reviews/auto-reply).

Where can I manage reviews from Google and Yelp?


You can see and manage Google and Yelp reviews at otter.smblogin.com.

Why does Otter need access to my Google Business Profile?


One essential step for Otter to reply to Google reviews is to be a manager on your Google Business Profile. Below are the links to help you with that.

1. Add reputation@tryotter.com as a manager for your business profile so we can reply to your Google reviews (please check this guide for further assistance).
2. Verify your business on Google (please check this guide for further assistance). If your business is not verified, we aren’t allowed to reply to your Google reviews.
3. Request ownership of a Business Profile (please check this guide for further assistance). 
If you don’t have access to Google Business, you won’t be able to add us (reputation@tryotter.com) as a manager, and we won’t be able to reply.

How do I invite users and manage accounts on Yelp for Business?


1. Go to biz.yelp.com 

2. Click on your profile picture at the upper right side.

3. Click on "Account Settings".

4. Click on "Invite a User".

5. Type "reputation@tryotter.com".

6. Click and select your organization name.

7. Check the locations you want reputation@tryotter.com to have access.

8. Click on "Send Invite".

 

What is the extent of the coverage of the Listings product in managing online business information?


The Listings component of the Reputation Management and Listings product encompasses a network of over 40+ websites across the web. This expansive coverage ensures that your business information—including phone numbers, addresses, and operational hours—is updated and synchronized. By managing your presence on these multiple platforms, the Listings' product boosts your visibility and reinforces the accuracy and consistency of your business details, fostering trust and convenience for your customers.

How do I handle my online business's presence?


Your business's presence on Google, Yelp, and other listing sites is managed through a separate platform. You can maintain your business information and manage your listings at otter.smblogin.com

Why are there two separate sections for this product?


The Reputation Management and Listings product is bifurcated into two specialized sections to provide a streamlined experience—each dedicated to a specific aspect of reputation management. This ensures that both your customer reviews and business listings receive the attention they require, leveraging distinct functionalities tailored to each domain.

How can I receive assistance or support for the Reputation Management and Listings product?


Otter offers comprehensive support for both aspects of Reputation Management and Listing products. Should you need any assistance or have questions, please don't hesitate to email our dedicated support team at reputation@tryotter.com, and we'll be happy to guide you through any queries or concerns you may have.


 

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.
  • Telephone or SMS/text - Call or text us anytime at 1-888-681-8837 for prompt service from our support experts.
  • Email - Fill out this form and our support team will respond via email within 24 hours.

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