Improve your customer review management with automatic response and semantic analysis

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97% of consumers read online reviews when searching for businesses nearby and 12% of them do so daily 1 , which shows the challenge this represents for you and your establishments. This is also why Digitaleo helps networks centralize and respond to Google and Facebook customer reviews .

This year, by launching into artificial intelligence , we decided to latvia mobile phone number list add 2 highly anticipated features to complete this module and help you develop your e-reputation. In this article you will discover how to optimize the management of your customer reviews thanks to these new features. You will also find 2 testimonials from our customers French Coffee Shop and France Boulangerie .


1. Why enrich our customer review module with automatic response and semantic analysis?
2. How does the automatic response work?
3. How does semantic analysis work?
Conclusion


customer review management module automatic response and semantic analysis

1. Why enrich our customer review module with automatic response and semantic analysis?
The automatic response
Among our customers, the number of reviews increased by 24.5% between 2021 and 2022 and to date, 87% of our customers' reviews are positive reviews (4 or 5 stars) or without comments 2 . It is probably the same for you! Know that it is now possible, thanks to Digitaleo, to manage them automatically . We know that responding to each review individually can become a time-consuming task, especially for networks with a lot of establishments or that generate a large number of reviews per week.

Digitaleo wants, through the automatic response, to allow its customers to never leave any review unanswered. Thanks to this new feature, you increase your response rate without any effort and save time while ensuring the improvement of your natural referencing (SEO) and the improvement of your customer experience .

Julie-Anne , Marketing & Network Director at French Coffee Shop, shares her experience over her almost 5 months of use as a beta tester:


Julie-Anne French Coffee Shop

" With Digitaleo, we were able to respond to a real desire to revive reviews without comments. We know to what extent we are referenced based on the content of the comments left and not only according to the rating. Precisely, thanks to the reporting, we see that certain reviews are modified (5% on average for French Coffee Shop for example) to be enriched and this helps to increase our referencing. "

The automatic response therefore allows you to improve your performance . By showing consideration towards your customers you will certainly collect more and more customer reviews. Thus you will see your Google rating increase.



For more information:

You can read our blog article:
Our tips for collecting new customer reviews.



Semantic analysis
Collecting customer reviews regularly is a good practice implemented in most networks, but this data source is often not studied. Sorting and reading all the reviews can indeed be a repetitive task. This is where our solution based on artificial intelligence comes into play. We have developed a feature that allows you to analyze your reviews efficiently.

Save yourself the hassle of reading all of your customer reviews and save time by grouping and analyzing comments automatically . This
way, you will have a global view of the opinions expressed by your customers and you will be able to more easily identify your strengths as well as your areas for improvement.



Collecting customer reviews

Example of semantic analysis on a customer review


You will thus be able to detect the real needs of your consumers and make decisions to improve the proper functioning of your network .

In short, our semantic review analysis solution gives you the opportunity to transform your customers' feedback into concrete actions . Make your customer reviews a real lever to improve your offer and strengthen your customers' satisfaction by implementing corrective actions within your network.



automatic response to customer reviews

2. How does the automatic response work?
Whether you are a centralized network at headquarters or a decentralized network involving the local area, Digitaleo offers you the possibility of automatically managing all your reviews without comment , as well as your positive reviews (4 or 5 stars) .

In order to provide a qualitative solution, we personalize our automatic response templates using personalization fields , a flagship feature of our platform, which allows your network to create templates similar to a given response to best reproduce human behavior and follow best practices.

Julie-Anne from French Coffee Shop testifies to the time saved for her and her teams : “ We realized that responding individually to each review is a very time-consuming and repetitive task for the headquarters: it represents between 30 minutes and 1 hour each morning to sort and respond ! The automatic response has therefore relieved us of this task and in addition the solution provides more personalized responses because we had gotten used to always responding in the same way. The automatic response therefore represented a real opportunity. ”

Here are some features in detail:

Adjusted auto-response sending times to allow your establishments to respond if you wish.
Choosing the time slots at which we can trigger a response, so that it appears as human as possible (example: excluding Sundays and public holidays).
Response to reviews without comments and positive (4 and 5 stars)
A guide to creating varied and personalized response templates that don't impact your SEO on Google
If you do not have time to provide us with your own response templates, you can delegate this task to our agency , which will create personalized templates according to your own requirement criteria (tu, emoji, tone used, etc.)

Marius Gaudard , manager of the France Boulangerie network, also shares his experience over his almost 5 months of use as a beta tester:

Marius Gaudard France Bakery

“ After seeing the evolution of artificial intelligence, especially with the arrival of chatGPT, I saw an opportunity to respond more quickly to my reviews. Digitaleo offered me the opportunity to test the automatic response and in my opinion, the time saved is the most valuable added value of this new feature ! Not to mention that the response models really seem to be written by humans thanks to the personalization, the tone used but also the response times. In short, thanks to the automatic response I have improved my performance, my response times are shorter and my response rate higher , without providing any additional effort. ”