ONLINE REVIEW RESPONSE TIME
THE CHALLENGE
The client needed assistance with consistent and timely responses to reviews.
The Solution
- Created a list of preapproved responses for different types of reviews that the internal team could use.
- Established a process for the internal team to handle responses to positive reviews using a review management platform without needing the client’s input.
- Implemented a process for the internal team to collaborate with the client’s team and respond to negative reviews within 24 hours using the review management platform.
The Results
- Response times decreased by 20% from 2022 to 2023.