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If you have subscribed to Review Management +, the premium offer of Review management, you have access to 5 premium AI-based features designed to improve your customer understanding, optimize your responses, and strengthen your e-reputation. In this article, learn how to configure and use these features.
These 5 features are only available if you subscribe to the Review Management + offer and are not available if you have subscribed to Review Management.
1. Set automatic tags
AI automatically categorizes your reviews (by theme, tone, etc.) for in-depth analysis and better understanding of your customers' expectations. Your reviews are therefore categorized without manual intervention.
To activate automatic tagging of your reviews:
Go to your settings ⚙️;
Go to "Statistics", then to the "Tags & Analysis" tab;
Select the tags you want to use:
Predefined and recommended tags by Partoo (in blue): tested by us and automatically translated in the interface according to the user's language.
Custom tags (in orange): possibility to create tags adapted to your sector of activity;
If you want to add your own tags, be careful not to use abbreviations, overly technical terms, and prefer neutral words understandable by all.
These tags are not automatically translated: you will therefore need to enter them directly in the language you want to display to all your users.
🆕 Tags suggested by our AI agent Jim (in purple): Up to 10 suggested tags, based on your last 250 to 1000 reviews received (depending on your review volume). New suggestions will be offered every 6 months.
Clients with fewer than 250 reviews will not have access.
Select the maximum number of tags to associate with each review.
Click on "Save".
2. Activate tag retroactivity
You can apply this AI automatic tagging system to the last 24 months of reviews, so as to not lose any of your history.
Once your automatic tags are configured, here is how to activate retroactivity:
A pop-up window appears and you can decide to activate or not the retroactivity of tags on the last 24 months of reviews.
If you activate retroactivity, you can keep or replace existing tags.
Retroactivity is limited to 3 uses and the pop-up window only appears if one of the tags has been modified.
The retroactive tagging process can take some time (maximum 24h).
3. Customize your AI agent's prompt
With Review Management +, you can go even further by customizing the prompt of your AI agent so that it adopts your tone and communication style when a response is given to your customer.
There is a prerequisite before moving on to prompt customization: you must first have used AI suggestions for several weeks to list and highlight improvements to be made.
Then, if you want to customize your AI agent's prompt, go to Settings > Reviews > AI Response Prompt
Configuration steps:
Tone and brand identity
Tone
Emojis
Style in the 1st or 3rd person
Informal or formal address
Response structure
Greeting formula
Invitation to return
Signature
Negative reviews
Contact method
Preview and test
Preview on a positive and a negative review
go back to modify settings, or
validate the configuration and launch it.
You can repeat the operation as many times as you want.
4. Configure automatic responses to reviews without comments with Review management +
With Review Management +, you can configure multiple personalized automatic response settings.
For example, you can customize an automatic response for a specific geographic area, and another for a specific type of Business.
From your reviews page:
Go to your settings ⚙️;
Click on "Auto responses", then select "Reviews without comments";
Click on "Create a new setting"
Indicate if you want to create an automatic response template for: a specific Business, a group of Businesses or the entire Organisation;
Select the type of review concerned by this setting: positive, negative, neutral;
Choose the response templates that will be automatically used to reply to customers;
Click on "Save".
You can repeat the operation as many times as you want and create multiple settings according to your needs.
5. Activate qualitative review analysis
With Review Management +, you have access to qualitative summaries of your Google Reviews written by our AI agent, classified by themes and illustrated by customer verbatims.
Configure the analysis
Before launching the analysis, please complete the following 2 steps:
Activate automatic tag assignment
Trigger tag retroactivity on the last 24 months
Configure the analysis: go to the "Settings" page, select "Statistics" then "Tags & Analysis" choose how you want to perform the overall analysis:
For the entire Organisation: the analysis will be performed quarterly on all reviews received.
For all groups in a section: the analysis will be performed quarterly based on reviews received for each group in the selected section.
Then, choose the language of the analysis output:
If you selected an analysis at the Organisation level, the output will be in the default chosen language.
If you selected an analysis by section group, you can assign a different output language to each group.
Click on "Save and launch analysis" then on "Launch analysis"
The analysis will be available on a page called "Review Analysis", in the "Statistics" section > "Voice of the Customer" of Partoo.
Explore the analysis
Use the selector to switch from a global analysis to a point of sale analysis.
If available, select the group or point of sale from the list (by default, the first is selected).
Analyzed period: choose the analysis date from the dropdown menu. The analysis will automatically cover the last 3, 6, or 12 months, depending on the review volume.
The analysis is also accessible from the Partoo mobile app, in the
Statistics > Review Analysis section, for users with the RM+ plan.
The analysis includes:
3 strengths and 3 weaknesses (identical to those of the SWOT matrix)
A short summary per tag (max. 200 characters)
The % of positive or negative reviews associated with each theme
By clicking on a strength or weakness card, the page scrolls to a more detailed view including notably customer verbatims.
6. Master the activation of Review Management +
Review Management+ is activated for your entire Organisation. It is not possible to deactivate it only on certain Businesses.
The premium features of RM+ cannot be activated or deactivated individually. However, their implementation requires manual configuration. So, if you do not want to use certain features, you simply do not configure them.
These are the features of the Review Management + offer and not an exhaustive list of everything you can do from our interface 🤓. So do not hesitate to ask us if a feature you need is not listed below!