Review stream

In Stream, you will find all your reviews in one place, coming from different portals such as Customer Alliance, Google, Booking.com and much more.

Two views

Two views are available so that you can choose which view fits the best your daily tasks.

Pane view: Go into details and reply to your reviews. Link

Tip: use your keyboard's up and down arrows to navigate easily through the reviews.

Table view: High-level overview of all your reviews. Link

You can drill down to each review to take action on it, by simply clicking on the specific row.

From the detailed view, you can:

Return to the table list
- Clicking on the top left button 'back to list"
- or clicking "ESC" on your keyboard
Go to the next/previous review
- Clicking on the top right arrow buttons
- or pressing top/down arrows on your keyboard

The URL is unique to each review and can be shared with a colleague that have access to the Customer Alliance platform.

Filters

In the filter, you can select several options to gain a better overview of specific reviews, such as filtering by Time frame, Public Review Score, Reply status, or even specific words a customer might have mentioned in a review or specific guest attributes.

For example:

Adjust the time frame to only see reviews of the last week
Select one portal to gain an overview of your results there
Select the non-replied review to answer all
Adjust the Public Review Score to analyze your reviews below 40% Satisfaction

Tip: Bookmark the links with your different filters in your browser. They are saved in the url and will open the way you saved it !

You may also search for a keyword such as “bedroom” to see how many times it has been mentioned in a specific period and browse through the reviews mentioning it.

Translate all reviews

To quickly understand the reviews from the customer in any language, click on this button to see the all reviews in your language.

Reviews

Next to the rating, you can see who the review is from, when it was submitted and the reply status.

The first name is the one stated by the guest in the questionnaire.

If “anonymous” is shown, it means the guest wishes to stay anonymous. Should this be the case, please make sure not to mention the name when commenting on the review, to not break any GDPR rules.

Customer Alliance reviews will be published 72h after being submitted. For unpublished reviews, the exact publication time is stated.

Survey Answers & Criteria

By clicking on the little arrow next to “Survey Answers” under the general comment text in the review, the review field will expand to view how each criteria was rated:

Details

All guest attributes are displayed on the right panel “Details”

If you are well connected with your PMS system, some specific guest attributes might appear (for example: Room category. Don't hesitate to reach our Support team to get more information.

More actions

By clicking on the three dots, more actions are possible:

Add Note: you can add a specific note for the reviews. Once added, it will appear on the right panel “Details” under the notes sections.
“Show/hide on widget” (Only Customer Alliance reviews). Selecting this option will publish the review text in the widget preview.
- Note: The widget must be integrated into your website for this option. If this option is selected for more than one review, a different text will be shown every hour.
Go to Source will redirect you to the review on the specific portal.

Reply editor

Using the “Reply” function will result in showing your comment publicly below the review of the guest.

Responding to reviews will increase the trust of your website visitors, as future guests can see that feedback is important for you. Don’t be afraid of negative reviews, they will underline that your reviews are authentic. However, how you react to these critical reviews is important.

We recommend writing your response under the perspective that future guests will read it, not only the customer who has submitted it.

The reply option differs depending on the portals

Direct reply with Google, Booking.com, HolidayCheck reviews:
- You can set up a connection to those portals to publish comments directly through the Customer Alliance plateform.
- To set up the connection go to Settings > General > Portal accounts or use the disclaimer in the comment tab of a review.
- If the connection hasn’t been established, you have to comment on reviews via the copy and redirect option (see other external portals).
- Benefit of the Booking connection: Connecting to booking will enable us to get more information from the reviews: The categories' rating score will be displayed.
Copy & Redirect reply with other External Portals
- For all other external portals (such as Tripadvisor, Expedia, Yelp,...) you can use the Customer Alliance platform to write the reply and benefit from using your templates. However, the comment will not be published automatically.
- Using the “copy and redirect” button will copy the drafted comment to your clipboard and open the portal in a new tab where you can paste the comment to the review.
AI reply (paying feature)
- Generate replies on the fly by clicking on “Generate AI reply”.
- 3 replies are available per review. You can switch back and forth by clicking on the left and right arrows.
- Learn more about the feature !
- Article to help you understand how to use the feature

Templates

It is possible to save template responses so that they can be used in the future. You can manage all your templates: Create/Edit/Delete

Additionally, it is possible to save a draft of your comment, in case you are unsure about your response and want a colleague to revise it before publishing it.

Send a direct email

With Customer Alliance reviews, you can also send by email your reply to reviews that have an email address. You simply have to enable the toggle below the editor.

AI Reply Assistant

You can customize your Assistant with a variety of settings.

Check this article for more information.

Some of your team members might not have access to the backend of Customer Alliance. You can still inform them about specific reviews by clicking on the Share button.

When clicking on “Share” you can enter the email address of your colleague or colleagues (separated by a comma) and write your personal message along with it. This will allow you to ask them for feedback in case of critical comments or forward positive feedback to motivate them.