Great news! With our new Reply Rate Dashboard, you can effortlessly track your review response metrics. Get a clear view of your engagement, strengthen your customer interactions and boost your online reputation. Let’s take a look around.

Navigating the Reply Rate Dashboard

• By source (NEW): uncover which platforms or portals garner the highest engagement. Discover where you're doing a great job at responding and where there might be room for improvement.
  

• By review type: break down your reply metrics by positive, neutral, and negative reviews. This will help you ensure that every type of feedback, whether praise or criticism, is being addressed adequately.

• Over time (NEW): track the evolution of your reply rates. Are you getting more consistent in addressing reviews over time? Find out and set benchmarks for continuous improvement.
  

Where to find your Reply Rate Dashboard

The Reply Rate Dashboard is under the Analytics 360 menu on the left-hand side of the platform, where it’s taken the place of the previous ‘Comment rate’ menu item.

This improvement is part of our ongoing effort to give you the best tools to succeed. We look forward to your feedback and can't wait to see how the new dashboard helps you achieve even greater results. Happy data exploring!

Good news! We’ve created a new way to view your Portals statistics for better readability, usability, and data sharing. Introducing the Performance by Source Dashboard!

What’s new?

Easy-to-understand data visualisation

This upgrade is designed to make your life easier when it comes to understanding, using, and sharing your data. With this in mind, we've transformed your Portals statistics into easy-to-digest visual representations. 

You can now see your review scores, reply rates, and review volume across different platforms at a glance. It's all the valuable insights you're used to — presented in a more intuitive and visually pleasing way.

Tip 💡your original Portals statistics are still available under the Analytics 360 menu if you need them

Sharing data made simple

We know it’s important for teams to easily share information. That's why, in the Performance by Source dashboard, you can now download each tile (or the whole dashboard) as a PNG, CSV or XLSX file. 

Share your performance data seamlessly, aid your team discussions, enhance your presentations, or use them in your reports - all with just a few clicks.

Where to find your Performance by Source Dashboard

The Performance by Source Dashboard is under the Analytics 360 menu on the left-hand side of the platform.

This improvement is part of our ongoing effort to give you the best tools to succeed. We look forward to your feedback and can't wait to see how the new dashboard helps you achieve even greater results. Happy data exploring!

⚡ Smart Snippets: empower your AI with business-specific insights

Smart Snippets lets you "teach" your AI Reply Assistant how to handle up to 10 recurring praise or complaints specific to your business (like “expensive parking” or “amazing breakfast”).

Just feed these into your assistant along with how you’d typically reply. From then on, whenever these familiar topics come up in reviews, AI Reply Assistant will reply based on your guidance.

📣 Tone of Voice and Response Length: tailor replies to reflect your business

Our latest update also includes advanced customisation features that let you tune your AI's responses to mirror your brand's identity. With the Tone of Voice feature, decide whether your AI speaks in a formal or informal style, ensuring your responses consistently embody your brand.

Moreover, with the Response Length option, you have the control to specify the length of your replies - whether that be automatic, detailed or brief.

🔍 Where to find these settings

If you have AI Reply Assistant enabled, you’ll find a ‘Review Stream’ option under your Settings, as pictured below.

Not using AI Reply Assistant yet? Get in touch with your Customer Success Manager to find out how to generate unique, personalised review responses in just one click, starting from 50 EUR a month.

What’s New? 

• Location - We moved ‘User settings’ to the bottom of the navigation to differentiate it from the other menu items. Secondary menu items now also open to the side, rather than under each main menu item.

• Behaviour - You can now choose to manually expand or collapse the navigation, depending on what you want to see. In the ‘User settings’ menu, a new pop-up minimises the number of clicks required to log out or change your settings. 

• Mobile - If you use our platform on a mobile device, you’ll find that the new menu now offers the exact same features as the desktop version. Enjoy!