The Reviews app in the Otter Dashboard is a product that aggregates customer feedback from all your major delivery partner channels (DoorDash, GrubHub, Uber Eats, etc.).
This reputation management product allows your business to see and reply to reviews and create auto-replies, ensuring a consistent and proactive approach to customer interactions.
For assistance, don't hesitate to reach out to reputation@tryotter.com.
Accessing Reviews
The Reviews page displays all the reviews your business has received. You can sort these reviews by different filters like 'All', 'Not replied', and 'Replied'. There's also an option to filter reviews based on their star rating, date received, and more.
Step Process Image 1 Go to the Otter Dashboard. 2 Click [Apps] in the top left and select [Reviews] in the dropdown. 3 You can sort the reviews by different filters, including reply status, star rating, date received, channels, brands, and stores.
In the Reviews tab, you can:- See responses to replied reviews
- Edit review responses
- Delete a review response
- Manually respond to reviews
- Schedule a response to post at a later time
4 To manually respond to a review, click [Edit mode] in the text box, type your response, and post the response immediately by selecting [Now]. 5 To schedule a response to post at a later time, click [Edit mode] in the text box, type your response, click [Set time] to select when the response will post, and then select [Schedule].
Creating Review Cohorts
In the Review cohorts tab, you can create cohorts based on ratings, review text content, and photo attachments on reviews. After you have assigned the cohort settings, you can create an auto-reply template that can be used to auto-respond to customer reviews.
Step Process Image 1 Go to the Otter Dashboard. 2 Click [Apps] in the top left and select [Reviews] in the dropdown. 3 Select the [Review cohort] tab in the left side navigation menu. 4 Add the following cohort information: - Review cohort name
- Review cohort description
- Star ratings
- Review content
- Photo attachement
5 Next, you will need to add a response template. This can be done by selecting [Add Template].
To add templates in bulk, select [Bulk Upload] to download the template sheet. Each response will need to be added on a separate sheet. Once all the template sheets have been filled out and saved, select [Browse files] to bulk import all of the responses you saved.
6 Add the response for the reviews in the text box.
You can also auto-populate the reviewers name and store name in the response by selecting [{{reviewerName}}] or [{{storeName}}].
Select [OK] to save the template response.
7 Select [Save] once all the review cohort details have been added. 8 All cohorts can be found on the Review cohorts tab.
To delete a cohort, select the trash can icon.
Creating Auto-Reply Rules
The Auto-reply tab allows you to 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.
The auto-reply messages can be tailored 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.
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.
Step Process Image 1 Go to the Otter Dashboard. 2 Click [Apps] in the top left and select [Reviews] in the dropdown. 3 Select the [Auto-replay] tab in the left side navigation menu. 4 Select [Create Rule] to create a new auto-reply. 5 Fill out the following auto-reply details: - Auto-reply name
- Review cohort
- Brand & locations
- Schedule reply
- Delivery channels
- Attach discount coupon
Attach discount coupon is currently only available for DoorDash and Uber Eats.6 Select [Save] once all the auto-reply details have been added. 7 All auto-replies can be found on the Auto-reply tab.
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.
To delete a cohort, select the trash can icon.
FAQs
- Reviews from delivery apps can be managed through the Reviews app in the Otter Dashboard (https://manager.tryotter.com/reviews/auto-reply).
This interface allows for centralized control over customer interactions and feedback from delivery services.
- You can see & manage Google and Yelp reviews through Yext. We will add your email after creating an account for you. Please check your email inbox for the Yext account invitation.
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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.
- 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).
- Verify your business on Google (please check this guide for further assistance). If your business is not verified, we will not be allowed to reply to your Google reviews.
- Request ownership of a Business Profile (please check this guide for further assistance).
If you do not have access to Google Business, you will not be able to add us (reputation@tryotter.com) as a manager, and Otter's Reputation Management feature will not be able to reply to reviews on your behalf.
- Follow the steps below to invite users and manage accounts on Yelp for Business:
Step Process Image 1 Go to biz.yelp.com. 2 Click on your profile picture in the upper right corner and select [Account Settings] from the dropdown. 3 Click [Edit] to the right of the User Management section or select the [User Management] tab in the left navigation menu. 4 Select [Invite user]. 5 Type "reputation@tryotter.com" into the email address field. 6 Use the dropdown under [Select organization] to select your organization's name. 7 Select the locations you want reputation@tryotter.com to have access to. 8 Click [Save] to send the user invite.
- 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.
- 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 in Yext at https://www.yext.com/s/4195228/home/1.
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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.
- Otter Dashboard Reviews app: Manage delivery partner reviews, like DoorDash, Uber Eats, GrubHub, etc.
- Yext (partnered with Otter): Manage directory reviews, like Google, Yelp, Tripadvisor, etc.
This ensures that both your customer reviews and business listings receive the attention they require, leveraging distinct functionalities tailored to each domain.
- 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.
Still need help? Reach out to our team:
| Chat with support by clicking the chat icon in the bottom right corner of the Otter Dashboard. |
+1 (888) 681-8837 Send us a text to the number above for assistance over text message. |
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