Getting Started: Setting Up Your Clients
Setting up your clients on the uReviews platform is designed to be straightforward. Here’s how you can get started:
1. Access the Umbrella dashboard by logging into your account.
2. Navigate to the 'Contacts' section.
3. Select an existing contact or create a new contact profile for your client.
4. Add the Reputation management subscription product/service to their profile.
5. Follow the on-screen instructions to complete the onboarding process for uReviews.
6. After the Contact has been onboarded, you will be able to click on View and Login to the uReviews Funnel.
The Review Funnel
Q: How customizable is the platform?
A: Highly customizable! You can tailor almost every aspect to fit each client's specific needs, branding, and strategic goals. See the "Customization" section below for more details.
Q: What is the "funnel" within the platform?
A: The funnel is the core workflow configurator. It’s where you define the entire journey a customer takes when asked to leave a review. It consists of three main stages:
Listing Configuration: Choose which online review platforms (Google, Facebook, Yelp, custom sites, etc.) you want to prioritize for the client.
Review Form Customization: Design the initial form where customers provide their rating and initial feedback.
Process Definition: Set rules for what happens next based on the rating given (e.g., guiding positive reviewers to public sites, directing negative feedback to a private channel).
Managing Review Platforms
Q: Can clients choose which review platforms to focus on?
A: Yes, as the agency, you have full control. You can select major platforms (Google, Facebook, Yelp) and add niche or industry-specific review sites relevant to your client's business.
Q: How do I add a review platform that isn't listed?
A: Use the "custom link" feature. You'll need to:
Optionally, insert an icon for the platform.
Enter the platform's name.
Provide the direct URL where customers can leave a review for your client on that platform.
It will then appear as an option in your listings.
Customization (Design & Content)
Q: What design elements can be customized?
A: You can adjust the visual appearance of review requests and forms by changing the business name, adding the client's logo, selecting a color scheme, and choosing different rating icons (stars, thumbs up, hearts, etc.). For advanced users, custom HTML or CSS can be inserted.
Q: What content can be changed?
A: You can modify the text content, including the initial invitation message, the prompts for positive reviews, and the messages shown to users who leave negative feedback. This allows you to align the communication with your client's brand voice.
Q: Can we add social media links?
A: Yes, you can enable social links by adding URLs for your client's website, Instagram, Facebook, etc. These can be displayed on the review form.
Q: How can we highlight specific options on the review form?
A: The interface allows you to drag and drop elements, enabling you to place the most important actions or links in a more prominent position to guide user attention.
Handling Positive & Negative Reviews
Q: What does the "threshold" for positive/negative reviews mean?
A: The threshold is the rating score (e.g., 4 stars) you set to differentiate feedback. Reviews meeting or exceeding the threshold are treated as 'positive', while those below are treated as 'negative'.
Q: How are positive and negative reviews handled differently?
A: This follows the logic you define in the "funnel":
Positive Reviews: Typically, customers who rate above your threshold are thanked and prompted to share their review publicly on the specific platforms you've prioritized (like Google or Facebook).
Negative Reviews: Customers who rate below your threshold are usually directed to a separate, private feedback form. This allows the business to understand the issue, potentially de-escalate the situation, and gather insights for improvement without the feedback immediately impacting public perception. This feedback can be "quarantined" for internal review.
Q: Can we customize the experience for negative reviewers?
A: Yes, the form and messaging for negative reviews are customizable. You can add text, images, videos, or even special offers to address their concerns. The goal is often to encourage constructive private feedback or provide a path for resolution.
Q: How can we encourage positive reviews?
A: Customize the positive review thank-you page/form with encouraging messages, express gratitude, potentially include offers, or even showcase existing positive reviews to motivate the customer to share their feedback publicly.
Review Generation & Requests
Q: How do we send review requests to clients' customers?
A: uReviews provides a built-in review request tool. You can also utilize embeddable widgets, for example, placing a review request link or button directly in your clients' email signatures or on their website.
