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Reviews

Overview

Reviews represent user engagement with a business location across various directories and platforms.

This documentation provides details on supported platforms, data structure, best practices, and technical considerations for integrating and managing customer feedback effectively.

Supported Platforms

Business Directories

  • Google Maps
  • Yelp
  • YellowPages
  • BBB (Better Business Bureau)
  • Judysbook

Social Media Platforms

  • Facebook
  • Foursquare

Industry-Specific Platforms

  • Automotive
  • DealerRater
  • Cars.com
  • Edmunds
  • CarGurus
  • Real Estate
  • Zillow

Hospitality & Tourism

  • TripAdvisor
  • TripAdvisor Attractions
  • OpenTable
  • Zomato

Employment & Business

  • Indeed
  • Glassdoor
  • TrustPilot

Interaction Data Structure

Each interaction typically includes:

  • Source Platform – Where the interaction originated.
  • Interaction Type – Reviews
  • Content – Text of the review
  • Author Information – Name or anonymous ID.
  • Timestamp – Date and time of the interaction.
  • Rating (if applicable) – Star rating (e.g., 1-5 stars).
  • Response Status – Whether the business has responded.
  • Moderation Status – Indicates if the interaction is flagged or hidden.

Platform Requirements

To fetch interactions from a platform:

  • The business must have an active profile/page on the platform.
  • Proper authentication and access permissions must be configured.
  • Platform API access must be enabled (where applicable).

Best Practices

1. Monitoring

  • Regularly check for new interactions across platforms.
  • Monitor response times to customer feedback.
  • Track interaction trends over time.

2. Response Management

  • Maintain a consistent response tone across platforms.
  • Address negative feedback promptly and professionally.
  • Follow platform-specific guidelines for responses.

3. Data Analysis

  • Track interaction volumes by platform to identify engagement trends.
  • Monitor sentiment trends for insights into customer perception.
  • Identify recurring themes in feedback for business improvements.

Common Use Cases

1. Review Monitoring

  • Track new reviews across platforms.
  • Monitor rating trends over time.
  • Identify customer satisfaction patterns.

2. Response Management

  • Coordinate responses to reviews efficiently.
  • Maintain response templates for consistency.
  • Track response times to improve customer engagement.

3. Reporting & Analytics

  • Generate interaction summaries for insights.
  • Track platform-specific metrics on engagement.
  • Monitor overall online presence across directories and social platforms.

Limitations

  • Platform availability may vary by region.
  • Some platforms enforce API rate limits on requests.
  • Historical data availability depends on the platform’s retention policies.
  • Some platforms have limited response capabilities, restricting direct replies.