Keeping track of the topics and overall sentiment of your reviews is simple and intuitive with our review listening feature. You can quickly gain an understanding of what topics your customers mention in their reviews, and how many of your reviews have a positive or negative sentiment.
How to Use Review Listening
To use the review listening feature, navigate to the Review Listening page under the Reputation tab in the dashboard:
You can easily select which locations and what timeframe you want to be represented in the report using the dropdowns at the top of the page:
Further down the page, you can see a few key metrics including the Sentiment Score, which is a high level indicator of review sentiment, and the breakdown of positive and negative reviews. There are also high level AI generated summaries describing what is being said across all of the reviews included in the time period:
AI Chat
You can chat directly with our AI bot about what is being said in your reviews by clicking on the Ask AI button at the top of the page:
This will take you to a page to set up the review data that you would like to send to the AI before starting your chat. You can choose a name for the chat to remember it by later, and then select which business locations or groups to include review data for, as well as which directories to include reviews from:
Clicking the Start AI Chat button at the bottom will send all of the review data to the AI system, which will then take some time to process all of it in order to use it in the chat. When it is ready, you will then be able to have a conversation with the AI about the included review data. Some prompts are included on the page as suggestions for things that you can ask about:
You can also see a list of your different chat sessions on the left, and revisit or continue any of them in the future by clicking on them:
Highest and Lowest Performing Locations
Further down the page, you will see a list of the Highest Performing Locations and Lowest Performing locations. These are determined by those with the highest and lowest percentage of positive sentiment reviews. Each location has a short summary of what users are saying in their reviews to provide a high level overview of review sentiment.
Clicking on the View All link in the top right corner of the table takes you to a page where you can see a longer list of the Top and Lowest performing locations:
Reviews by Sentiment Graph
This graph shows the amount of reviews organized by sentiment over time. The sentiment categories included are positive, neutral, and negative.
Top Keywords
The Top Keywords section highlights words that appear most frequently in review comments. The keyword sections are broken down by overall keywords, and those that appear most in positive or negative sentiment reviews.
There is also a Custom Keywords option that allows you to set up and track specific keywords that you want to keep a closer eye on, but may not otherwise rise to the top of the list.
Clicking on any of the View All links takes you to a page to view a longer list of keywords:
Review Themes
The Review Themes section breaks down what is being said in review comments into separate themes like Overall Experience and Customer Service. This makes it possible for the AI summaries of each one to focus on what is being said in regards to the theme, and to provide more targeted insights.
Clicking on the View All link in the top right corner of the table takes you to a page where you can see page with more in-depth AI summaries and sentiment scores for each theme:
Sharing and Exporting Data
Clicking on the Share button on any of the pages will allow you to download the data from that page:
Both PDF and CSV sharing options are available on most pages, while some only offer PDF due to the nature of the information present on the page.