If you subscribed to Review Management +, the premium offer of Review management, you have access to 5 AI-based premium features designed to improve your customer insight, 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 subscribed to Review Management.
1. Set up automatic tags
The AI automatically categorizes your reviews (by topic, sentiment, etc.) for in-depth analysis and a better understanding of your customers' expectations. Your reviews are therefore categorized without manual intervention.
To enable 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 tags recommended by Partoo (in blue): tested by us and automatically translated in the interface based on the user's language.
Custom tags (in orange): you can create tags adapted to your industry;
If you want to add your own tags, avoid abbreviations and overly technical terms and prefer neutral words that everyone can understand.
These tags are not translated automatically: you must therefore 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 received reviews (depending on your review volume). New suggestions will be offered every 6 months.
Customers with fewer than 250 reviews will not have access to this.
Select the maximum number of tags to associate with each review.
Click “Save”.
2. Enable 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 proceed to enable retroactivity:
A pop-up window appears and you can decide to enable or not tag retroactivity on the last 24 months of reviews.
If you enable 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 may take some time (maximum 24h).
3. Customize your AI agent's prompt
With Review Management +, you can go further by customizing the prompt of your AI agent so that it adopts your tone and communication style when a response is provided to your customer.
There is a prerequisite before customizing the prompt: you must first have used the AI suggestions for several weeks to list and highlight improvements to make.
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
First-person or third-person style
Informal or formal address
Response structure
Greeting formula
Invitation to return
Signature
Negative reviews
Contact method
Preview and test
Preview on a positive review and a negative review
go back to modify settings, or
confirm the configuration and launch it.
You can repeat the operation as many times as you want.
4. Configure automatic replies to reviews without comments with Review Management +
With Review Management +, you can configure multiple custom automatic reply settings.
For example, you can customize an automatic reply for a specific geographic area, and another for a specific type of establishment.
From your reviews page:
Go to your settings ⚙️;
Click on “Auto replies”, then select “Reviews without comment”;
Click “Create a new setting”
Indicate whether you want to create an automatic reply template for: a specific establishment, a group of establishments or the entire Organisation;
Select the type of review concerned by this setting: positive, negative, neutral;
Choose the reply templates that will be used automatically to respond to customers;
Click “Save”.
You can repeat the operation as many times as you want and create multiple settings according to your needs.
5. Enable 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:
Enable 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 carried out quarterly on all reviews received.
For all groups in a section: the analysis will be carried out quarterly based on the reviews received for each group in the selected section.
Then, choose the language for the analysis output :
If you selected organization-wide analysis, the output will be in the default chosen language.
If you selected group-by-section analysis, you can assign a different output language to each group.
Click “Save and launch analysis” then “Launch analysis”
The analysis will be available on a page called “Review analysis”, in the “Statistics” > “Voice of the customer” section of Partoo.
Explore the analysis
Use the selector to switch from an overall analysis to an analysis by point of sale.
If available, select the group or the point of sale from the list (by default, the first is selected).
Analysis period: choose the analysis date from the drop-down menu. The analysis will automatically cover the last 3, 6 or 12 months, depending on the review volume.
The analysis is also available 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 in 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 disable it for only certain establishments.
The premium features of RM+ cannot be individually enabled or disabled. However, their implementation requires manual configuration. So, if you do not want to use certain features, 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 feel free to ask us if a feature you need is not listed below!