FAQs: Direct Reply and Review Management

1. What is Direct Reply?

   • Direct Reply allows you to respond directly to reviews on platforms like Google, Booking.com, Expedia, and HolidayCheck through the Customer Alliance platform without navigating away.

     
     
     
2. How do I set up Direct Reply for these platforms?
   • Follow these steps:
     1. Navigate to Settings: Go to the Settings section in your Customer Alliance dashboard.
     2. Access Portal Accounts: Click on General, then select Portal Accounts to manage platform connections.

     3. Establish Connections: Set up a connection for each platform to streamline the review management process.

        *An exception to this is Expedia where a connection already exists.

        If it doesn't connect automatically, please reach out to us at support@customer-alliance.com

        
        
3. What if I don't have a direct connection set up?

   • If the connection hasn't been set up, you will need to respond to reviews using the "copy and redirect" method. Write your response in Customer Alliance, then copy it and manually paste it into the external review platform.

     
     
     
4. What are the benefits of having a direct connection?
   • Enhanced Review Data: Gain access to more detailed review information, including category-specific ratings (e.g., cleanliness, comfort). This provides a better context for your replies.

   • Streamlined Management: Manage all responses in one place, saving time and ensuring consistency in your review handling.

     
     
     
5. How do I manage reviews on external platforms without direct integration (like TripAdvisor or Yelp)?

   • You can still write responses using Customer Alliance and benefit from your templates. The "copy and redirect" button will copy your reply to your clipboard and open the external portal in a new tab for you to post it manually.

     
     
     
6. What is the AI Reply feature, and how does it work?

   • AI Reply (a paid feature) generates responses to reviews using AI. You can click “Generate AI reply” to see different responses. Three options are available per review, and you can switch between them using the left and right arrows.

     
     
     
7. How do I use the Reply function?

   • Using the "Reply" button in Customer Alliance will publish your response publicly below the review, showing future guests that you value feedback.

     
     
     
     
8. How should I respond to negative reviews?

   • Negative reviews provide authenticity to your review collection. Respond thoughtfully, remembering that future guests, not just the reviewer, will read your response—craft responses to maintain professionalism and address concerns.

     
     
     
9. Can I save templates for future replies?

   • You can save, edit, and delete templates for future use. Templates make responding to reviews faster and more consistent across your team.

     
     
     
10. Can I save draft responses?

• Yes, you can save a draft of your response if you're unsure or need a colleague to review it before publishing.

By setting up these connections and utilizing the tools available, you can streamline your review management, improve engagement with customers, and maintain a consistent brand voice.