{"id":4360,"date":"2021-04-22T16:00:10","date_gmt":"2021-04-22T16:00:10","guid":{"rendered":"https:\/\/wpmudev.whitespark.ca\/inbox-reputation-builder\/"},"modified":"2024-10-28T16:04:48","modified_gmt":"2024-10-28T22:04:48","slug":"inbox-reputation-builder","status":"publish","type":"post","link":"https:\/\/whitespark.ca\/blog\/inbox-reputation-builder\/","title":{"rendered":"Manage Your 1st-party Reviews with Inbox"},"content":{"rendered":"<p><span style=\"font-weight: 400;\">Every time you receive feedback from your customers, you are presented with a new opportunity to connect and strengthen your relationship. Being customer-centered means creating time and space to appropriately respond to all of your customers.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">How you choose to respond (or not respond) to every customer can build or break your brand, one interaction at a time. <\/span><span style=\"font-weight: 400;\">This is why we\u2019ve released our new Reputation Builder feature, Inbox, to help you effectively connect customer feedback to the appropriate team member within your organization, empowering them to take next steps.\u00a0<\/span><\/p>\n<h2><span style=\"font-weight: 400;\">How Inbox Helps You Manage Feedback<\/span><\/h2>\n<p><img decoding=\"async\" src=\"https:\/\/whitespark.ca\/wp-content\/uploads\/2024\/06\/Introducing-Inbox-.png\" alt=\"\" width=\"\" height=\"\" \/><span style=\"font-weight: 400;\">With Inbox you can:<\/span><\/p>\n<ul>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Create tickets and assign them to team members.<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Provide employees with templated responses.<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Track the progress of responses.\u00a0<\/span><\/li>\n<\/ul>\n<p><span style=\"font-weight: 400;\">Much like your customer support team helps customers with questions about your products, services, and business; Inbox is your central hub for managing your responses to customer feedback.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">If a customer has had a poor experience and leaves you direct feedback but your team fails to respond and act, you risk your reputation and losing a customer.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">With Inbox, you can give your customers the attention they deserve. Your team can respond quickly and nurture your customer relationships.<\/span><\/p>\n<h2><span style=\"font-weight: 400;\">Close the Communication Loop with Inbox<\/span><\/h2>\n<p><span style=\"font-weight: 400;\">Prior to Inbox, when you received a new review you may have forwarded the response to your support team or manager to follow up. Relaying review response assignments was unstructured and allowed some customers to fall between the cracks.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">With this automated system, you can create a ticket to notify the right team member to take action.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Inbox can also be configured for large-scale organizations to accomplish similar tasks in bulk, such as assigning tickets to various team members across the organization.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">You can create templates for both positive and negative feedback to ensure timely responses and consistent communication standards, closing that feedback loop.\u00a0<\/span><\/p>\n<h2><span style=\"font-weight: 400;\">Inbox Helps You Expand Support Team Competencies\u00a0<\/span><\/h2>\n<p><span style=\"font-weight: 400;\">Empower your team to take action and solve customer problems. Inbox facilitates standardized responses to review conversations, delegates responsibilities across teams, and builds out your reputation management process.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">With Inbox, teams can now have multiple members managing responses:\u00a0<\/span><\/p>\n<ul>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Automate replies with customized saved templates.\u00a0<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Easily train employees on how to answer feedback.<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Reroute feedback reply responsibilities by assigning tasks to specific team members.\u00a0<\/span><\/li>\n<\/ul>\n<h2><span style=\"font-weight: 400;\">How-to Use Inbox<\/span><\/h2>\n<p><img decoding=\"async\" src=\"https:\/\/whitespark.ca\/wp-content\/uploads\/2024\/06\/Create-Tickets-to-Respond-to-1st-party-reviews.png\" alt=\"\" width=\"\" height=\"\" \/><span style=\"font-weight: 400;\">Inbox is easy to use and similar to a ticket system.<\/span><\/p>\n<ol>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">A new review is received.<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">An administrator manually creates a new ticket.<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">The ticket can be manually or automatically assigned to a user (based on your custom routing rules).<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">The assigned user is notified via email and can engage with the customer.\u00a0<\/span><\/li>\n<\/ol>\n<p><img decoding=\"async\" src=\"https:\/\/whitespark.ca\/wp-content\/uploads\/2024\/06\/inbox-notifications.png\" alt=\"\" width=\"\" height=\"\" \/><\/p>\n<h2><b>Create Tickets<\/b><\/h2>\n<p><span style=\"font-weight: 400;\">Create a ticket for all direct feedback (1st-party reviews\/testimonials) received. Each ticket can be marked with a status label: New, Open, Replied, or Closed.\u00a0<\/span><img decoding=\"async\" src=\"https:\/\/whitespark.ca\/wp-content\/uploads\/2024\/06\/ticket-status-inbox.png\" alt=\"\" width=\"\" height=\"\" \/><span style=\"font-weight: 400;\">Tickets allow you to reply to feedback within Reputation Builder. Users have the option to use a premade template or a user-specific premade signature, and can update the ticket status. Your reply will appear in your Review Widget to showcase your response to others visiting your website.\u00a0<\/span><img decoding=\"async\" src=\"https:\/\/whitespark.ca\/wp-content\/uploads\/2024\/06\/Create-a-Ticket-WS.png\" alt=\"\" width=\"\" height=\"\" \/><\/p>\n<h2><span style=\"font-weight: 400;\">Custom Routing Rules<\/span><\/h2>\n<p><span style=\"font-weight: 400;\">You can create a series of rule conditions for all your new inbox tickets that are routed to the appropriate user.\u00a0<\/span><img decoding=\"async\" src=\"https:\/\/whitespark.ca\/wp-content\/uploads\/2024\/06\/routing-rules-GatherUp-Inbox.png\" alt=\"\" width=\"\" height=\"\" \/><span style=\"font-weight: 400;\">Your rules can be based on Net Promoter Score, Tags, or review ratings. You can add multiple conditions to each rule.\u00a0<\/span><img decoding=\"async\" src=\"https:\/\/whitespark.ca\/wp-content\/uploads\/2024\/06\/routing-rules.gif\" alt=\"\" width=\"\" height=\"\" \/><span style=\"font-weight: 400;\">Creating routing rules based on sentiment:<\/span><\/p>\n<ul>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Assign a specific customer service representative or team to manage all positive feedback.<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Assign a specific customer service representative or team to manage all neutral and negative feedback.<\/span><\/li>\n<\/ul>\n<p><span style=\"font-weight: 400;\">Create routing rules based on your custom Tags:<\/span><\/p>\n<ul>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Operations team receives tickets that are tagged with operational-related feedback. For example: wait times, business hours, return policy, etc.<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Marketing team receives tickets with feedback that mentions new products or services in a positive manner.\u00a0<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Reviews that mention specific individuals on teams (such as sales or support) receive those tickets so they can respond directly.<\/span><\/li>\n<\/ul>\n<h2><span style=\"font-weight: 400;\">Reply Templates<\/span><\/h2>\n<p><span style=\"font-weight: 400;\">You can create a template for any situation, we recommend that you start with general sentiment-based templates. Universal templates can be created for positive, negative, and neutral feedback and then modified for most situations.\u00a0<\/span><\/p>\n<p><img decoding=\"async\" src=\"https:\/\/whitespark.ca\/wp-content\/uploads\/2024\/06\/reply-template-neutral.png\" alt=\"\" width=\"\" height=\"\" \/><span style=\"font-weight: 400;\">To help get you started, here are some ideas for the different sentiment templates you could create for your business:\u00a0<\/span><\/p>\n<ul>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><b>Happy customer<\/b><span style=\"font-weight: 400;\"> \u2013 Have a quick thank you template for shorter reviews and a second thank you template that has a section to acknowledge specific details from a review.\u00a0<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><b>Unhappy customer<\/b><span style=\"font-weight: 400;\"> \u2013 A template that apologizes for a negative experience and gathers more information or is proactive in trying to find an opportunity to delight them and turn their experience around.<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><b>Neutral customer<\/b><span style=\"font-weight: 400;\"> \u2013 A template that acknowledges their experience and thanks them for their business.<\/span><\/li>\n<\/ul>\n<p><span style=\"font-weight: 400;\">Once you start responding to direct feedback through Inbox and your customized templates, you will start to uncover trends and see common themes. Using this knowledge to inform your templates and create new ones will help enhance your reputation management and empower your team.\u00a0<\/span><\/p>\n<p><strong>What\u2019s up next for the Reputation Builder?\u00a0<\/strong><\/p>\n<p><span style=\"font-weight: 400;\">Our new Inbox feature will be in Beta until May 1st. If you have any feedback regarding this toolset please don\u2019t hesitate to share it with our Customer Support team. We\u2019re always looking to improve our software.\u00a0<\/span><\/p>\n<p><b>Inbox for 3rd Party Reviews<\/b><\/p>\n<p><span style=\"font-weight: 400;\">In this first version of Inbox, you can reply to direct feedback collected using Reputation Builder. Most Reputation Builder users receive more 1st party reviews, so it\u2019s a good opportunity to plan out how you\u2019ll use the tool ahead of the release of 3rd party review functionality (for Google reviews and Facebook recommendations).\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Take charge of your reviews and create a better customer experience while scaling your organization\u2019s reputation management with the help of Inbox. <a href=\"https:\/\/rb.whitespark.ca\/login\" target=\"_blank\" rel=\"noopener\">Log in to your Reputation Builder to setup your Inbox<\/a>.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">If you\u2019re not already using our <a href=\"https:\/\/whitespark.ca\/reputation-builder\/\" target=\"_blank\" rel=\"noopener\">Reputation Builder<\/a> software, take a look at the many ways it can help your business.\u00a0<\/span><\/p>\n","protected":false},"excerpt":{"rendered":"<p>Every time you receive feedback from your customers, you are presented with a new opportunity to connect and strengthen your relationship. Being customer-centered means creating time and space to appropriately respond to all of your customers.\u00a0 How you choose to respond (or not respond) to every customer can build or break your brand, one interaction [&hellip;]<\/p>\n","protected":false},"author":1,"featured_media":4364,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"_seopress_robots_primary_cat":"0","_seopress_titles_title":"","_seopress_titles_desc":"Effectively connect customer feedback to the appropriate team member within your organization, empowering them to respond quickly and take the next steps with Inbox for Reputation Builder.","_seopress_robots_index":"","footnotes":""},"categories":[1],"tags":[],"classification":[],"class_list":["post-4360","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-uncategorized"],"acf":[],"_links":{"self":[{"href":"https:\/\/whitespark.ca\/wp-json\/wp\/v2\/posts\/4360","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/whitespark.ca\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/whitespark.ca\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/whitespark.ca\/wp-json\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"https:\/\/whitespark.ca\/wp-json\/wp\/v2\/comments?post=4360"}],"version-history":[{"count":1,"href":"https:\/\/whitespark.ca\/wp-json\/wp\/v2\/posts\/4360\/revisions"}],"predecessor-version":[{"id":4369,"href":"https:\/\/whitespark.ca\/wp-json\/wp\/v2\/posts\/4360\/revisions\/4369"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/whitespark.ca\/wp-json\/wp\/v2\/media\/4364"}],"wp:attachment":[{"href":"https:\/\/whitespark.ca\/wp-json\/wp\/v2\/media?parent=4360"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/whitespark.ca\/wp-json\/wp\/v2\/categories?post=4360"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/whitespark.ca\/wp-json\/wp\/v2\/tags?post=4360"},{"taxonomy":"classification","embeddable":true,"href":"https:\/\/whitespark.ca\/wp-json\/wp\/v2\/classification?post=4360"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}