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November
16

This week, Harley goes over customer reviews in the DeltaNET.

 

Video Transcription

Harley:

Hello, and welcome to Tech Tuesday, presented by Delta Media Group, where many of you have probably heard of Murphy's Law, "Anything that can go wrong will go wrong," right? Well, here at Delta, we subscribe to Cole's law. What's the difference between Cole's law and Murphy's law, you ask? Well, cole slaw is thinly sliced cabbage. Sorry. I just can't help myself. I'll come up with a better joke for next week, I promise.

Harley:

All right. So today, we are going to take a close look at the Reviews system. What we'll do is we'll take a look at the system itself and go over all the settings available there, and then just take a quick look at the way that Reviews can be displayed, depending on the settings you've chosen and whether or not you're on a team, all that kind of thing.

Harley:

So, first of all, to get to the review system interface, we can either go to marketing and down to Reviews, or if that's not present for you ... And I'll add that the review system is an upgrade only feature. So you have to be on the upgrade package to be able to get to it. But you may be able to get to it there. There may be a link to it, a tile at the top of the marketing landing page. So up here, there could be a customer reviews link. I actually don't know if there is on this one. Oh, there we are. Reviews. So that'll get us there also.

Harley:

Now, from here, it also gives us shortcuts to add a review, manage our reviews, or modify settings. And we'll go to Manage Reviews, because it'll take us to the main page here. Now, the biggest thing about that is that these are customizable on a per company level. So whether or not you have that tile and those options will depend on what company you're with. But either way, once you find your way to the Reviews page here, you can start interacting with the review system.

Harley:

And I will add in one more thing about how to get here. As always, you can type reviews up here in the quick actions box, and you can see it comes up. And there's Marketing Reviews. So you can always shortcut there from here as well.

Harley:

All right. So once you found your way to review system, a quick overview here, you've got three different tabs primarily. The first one are reviews that need reviewed by you. So the idea is that generally a review will not be displayed until you've approved it. So what'll happen is the customer will submit one or one will get entered one way or another. It'll show up here until you go in and click this approve button. And at that point, it'll actually display publicly. Next, you have your approved tab. And then from here, these are all reviews that have been approved and should be displayed publicly. And you can see it even gives you a link here as to where you can go and find those on your public website. And then the last option here are disapproved. So any that you've disapproved, it actually drops them under this tab. It doesn't delete them completely unless you click delete over here and actually get rid of it. So it lets you hang onto those reviews, but not actually display them.

Harley:

Now, in any one of these pages, you can see the options are pretty similar overall. So you have the ability to edit your review, approve it, disapprove it, or delete it. Now, the only difference is if you are on the Approved page, it's obviously already approved. So you can't approve it. You can only disapprove it, delete it, or edit it. And then Disapproved is the other side of the same coin. Can't disapprove it because it's already there. So you can approve it, edit, or delete it.

Harley:

So first and foremost, we'll click on the edit button. And you can see here it loads up the information about that review, and you can make any changes that you see fit here. They have the actual review here. You can associate an address with this. So you can basically keep track of that with all your reviews. And that's really the main thing you would do when it comes to modifying a review. The idea is this customer left this review for you. So generally, you're not going to do a lot of modifying. But there could be a case where maybe they just sold a property and you wanted to put the address in here so that it's associated with this review.

Harley:

We'll back out of here. Just hit Cancel. Now, I would hit Save if I wanted to save my edits. Now, the next thing I can do here is if I like this, this review looks good, I would just click Approve, and that would move it to the Approved tab and it would start showing up publicly. If I did not want this review to display publicly, I can click Disapprove, drops it into the Disapproved tab, or if I want to get rid of it all together, I would just click on Delete. Simple enough.

Harley:

Now, the next thing you can do here is you can manually add a review. So we're going to look at the review page settings here in a minute. And those determine whether or not you have a review submission form on your page so that a customer can actually submit a review on your website. If you do not, or even if you do really, you can go here and you can click on Add New Review and you can put in a review manually. And you can see it says here, "Once added, you'll have to approve the review under the Needs Reviewed tab."

Harley:

We'll go in here and put a review in. Let's see. Just making this up as I go along. Now, first name, last name, and email address are the primary items you'll put in here. From there, you can define what the transaction was, basically why they're leaving you a review. So either they were buying, they were selling, or they were a commercial client, or all three. You can see these are check boxes, so you can actually define all of those.

Harley:

Now, you notice that the address field only exists if it is a selling review. So if I get rid of this, there we go. Make this work a little better. All right. So if you're buying, there is a buying address. If you are selling, there is a selling address. And if you have both, there is a buying and selling address. So optionally, you can enter the address that was involved in the transaction, or even both sides of the transaction. This could be a customer where you represented them as their listing agent, and then you also helped them find a new home. So you were their buyer's agent also. If that's the case, you can enter both addresses here to keep track of those in association with this review.

Harley:

And then lastly, if they're a commercial client, we can check that. It also indicates that they're a commercial client. Those kinds of options let us basically attach functionality to the system that can act on how these customers or what these transactions were like. So you can segment out your reviews better. So we'll uncheck those for now.

Harley:

Next thing we have here are the star rating. So you are requiring a star rating in here, and that is based on your settings. So you can give yourself a star rating, or really you would give yourself the star rating that they're giving you is the idea there. So that's all that is. You just click on the star you want, and that is the one that it sticks with. You can see it moves as I move my mouse. But we'll give ourselves five stars on this one. This was a great transaction.

Harley:

Now this, if you could type, there we go. So this is where the review content goes. So that's what's going to show up on the site. And then lastly, we can modify the date received. So it will go by the date entered if I don't put one in here, but the idea would be maybe they left this review for me a year ago and I'm just now putting it into the system, or I've just decided to start using this platform. I could put in the actual date that I received the review here. That way, the system can actually show those publicly if you want and it can also sort the reviews, putting the most recent ones first.

Harley:

So when that's all set, we'll click Save Review. You can see that we have an additional review here under Needs Reviewed. And if I want to approve it, I'll just click on Approve. There you have it. Now, if I move over to the Approved tab, there it is. And this, by default, is sorted with the most recent ones at the top. So that's why that one is showing up first.

Harley:

All right. So those are the basics. If you don't want to get too deep into the weeds, this might be about the extent. There's the basics, how reviews get in, how you approve them. And also, I'll note that if a customer does submit a review on the public site, then you'll get a notification that you do have a new review that needs to be reviewed. So you'll be able to follow a link in that email. It'll take you to this page, or you can just log in and go back to this page, however you choose. And you can look over and then ultimately approve the review or disapprove the review from here. So you do get notified of those when they come in.

Harley:

All right. So moving along. Now, if we go over here to the Settings tab, you can see there are a wide variety of settings related to this page. Now, first, we have this section here at the top that allows us to define what's actually going to appear on the top of the page. This really is just a WYSIWYG editor, so it's whatever content we want. But because it is this full editor, all I've done is put little texts and a picture here, but you can control formatting, you can add links. You have a lot of options available to you as far as what you can do there.

Harley:

Now, next, and this is what I had mentioned before, you can turn on and off the public review submission form. So if you don't want people to be able to go to your website and actually submit reviews on your Reviews page, you could turn this off, and then they actually can't submit a review on your website at all. So the only ones that got entered here would be ones that came in from third parties, and we'll get to some of those integrations here in a moment, or ones that you've gone in here and actually entered by hand. So we'll leave that turned on for now.

Harley:

If that is turned on, this thank you message comes into play. Now, what this does is, when someone submits a review, assuming the form is turned on again, if someone submits a review on that form, this is the Thank You page it will take them to after submitting the review. So from here, it's just a way that you can customize that to really make it more your own and maybe speak more to your brand if you want.

Harley:

Now, the next piece we have here is we have the Third Party Links section. So if you are managing your reviews through any third parties, you can actually put those URLs in here to take people to those Reviews pages. And you can see it says here, "Copy and paste the URL that goes directly to your Zillow review form." And there's a little more information on where to find those pieces. But at the end of the day, you get a little example on each one. And we'll go ahead and put something in just so we can take a look at it on the page. As far as this goes, it doesn't really matter what I put in here, because these aren't going to go to real pages. There we go. So I have a few URLs in there. So when we save it, we'll be able to see exactly where those show up on the Reviews page.

Harley:

Now, next we have the public date received. So that date you put on those reviews, you can turn that on or off as far as whether or not it's displayed. It'll still be used for sorting, even if it's not showing up. But you can determine whether or not it actually appears.

Harley:

Next, if you are on a team and you're a team leader, you have control over what ... Well, depending on which Reviews page is being used on the team site, you have some control over what template is used there. So the idea is if the team site is using the standard Reviews page, what you can do here is you can set that to use the Team template, in which case it will show an aggregated Reviews page that shows all of the reviews attached to anyone on the team.

Harley:

Alternatively, we can switch this to Agent Website, and then it will show a reviews page that looks just like any other agent site reviews page. The difference there is that it is then only showing reviews that were left for the team itself. So that's the differentiator there.

Harley:

The Team template is going to show every review attached to any team member, whereas ... And the layout is very different, too. And the Agent template is showing only the reviews that are attached specifically to the team. So we'll leave that on Team template for now.

Harley:

And then next piece here, we have Duplicate Team Reviews. So what this does is allows you to determine whether or not duplicate reviews will appear on the team site. So if you are a team member and the same review is left for multiple team members, if you have this turned on, those will all show up. If you have this turned off, then only one of them shows.

Harley:

Next, we have a little control over that five star rating system. So as it is now, it is turned on. If we switch that off, the star ratings wouldn't appear at all. With it turned on, the star ratings show up, and then we can actually customize the color of the stars on the Reviews page if we want. So I went with blue stars. If we wanted to make it gold again, I could just click that button and it would reset it back to gold. We'll leave them blue. I like them blue.

Harley:

Now, the next thing we can have here, you do have the ability to have the system automatically approve any review with four stars or more. So if you check this box, if a customer submits a review on the public site and they give it three stars, it'll go into Needs Reviewed to notify you, just like any other one. If it goes in and it has four or five stars, then it will automatically approve that review and it will immediately start showing up publicly.

Harley:

And the next piece we have here is the integration side of this. So we have Zillow Reviews. So if you do have Zillow Reviews set up or you're getting reviews there and you want the system to pull them in automatically, you would switch this toggle on and then put your Zillow screen name here. Now, we have some videos that look at this a little bit more specifically, as far as how you can go in and find your screen name. Basically, it's on your profile page. If you go to your profile page in Zillow, it'll actually say screen name next to it.

Harley:

I have been told, and actually I've seen it, but not in a while, but if you Google yourself on Zillow, so Google your name and also Zillow, when you find a link to your page on Zillow, it'll actually have your screen name there in the URL as well, if that's helpful to you. But the easiest way is go to your profile page, and you'll find it there.

Harley:

Next we have RealSatisfied Reviews. So if you do have reviews or an account set up at RealSatisfied, you can toggle this on and put your vanity key here. You can look at RealSatisfied's documentation, and they can help you out with exactly where you find that.

Harley:

Now, one thing to point out here is that with Zillow Reviews, it is pulling those live. So every time your Reviews page loads, it will show the 10 most recent Zillow reviews intermingled with the rest of the reviews you have on that page. But we can't store those. It's part of Zillow's terms. So we can't pull those in and hold onto them, and we don't have more than the 10.

Harley:

RealSatisfied, on the other hand, we're actually able to import. So those, if this is turned on, we're actually pulling the reviews from the RealSatisfied ... Basically, it's an RSS feed with all your reviews in it. We're pulling those in and we're actually storing them in our system, so that they work just like the rest of the reviews that are entered into the DeltaNET.

Harley:

And then next we have Best Local Reviews. So again, like with RealSatisfied, you'd have to look at Best Local or contact them or whoever your representative is there or however you work with Best Local and get the appropriate ID to put here. But other than that, it works the same way. You put the ID in, toggle it on, and those reviews will show up on your page as well.

Harley:

And then next we have the Facebook Reviews. So if we click here, it would actually take us to the social connector page. So if we go up here, Social Media, it would take us through to that page and have us sign up or sign in with our Facebook account there, if we haven't already. I happen to know that I already have. So all I have to do is toggle this on, and it already has access or the access it needs to that account. So it'll just start pulling in for my Facebook business account.

Harley:

So there you go. That is the basis of the customer review system setting. So I'm going to go ahead and save this page. There we go.

Harley:

And I'm going to move back over to Needs Reviewed and back to Approved. So there we go. So if we move back to our Approved page, you can see that this page automatically exists. So we've put our settings together, but if I click here, it's actually going to open up in a new browser tab. And this is what my Reviews page looks like.

Harley:

Now, from here, these are the links out to the third party review sites. So that is where those show up. You can see that mine don't go anywhere valid, but you would put in your valid site URLs there so that these would actually go to your Google and Zillow and Facebook reviews pages, respectively.

Harley:

And then this is the basics of how these reviews are laid out on the dedicated customer reviews page. Now, from here, I can add this to my top navigation. So I would just go to Website and down to Pages or go into my pages system. Again, I could use the quick action. So it's going to depend on the company you're in as to where that link to the Pages system is. But once you're there, I can add a new page. And if I choose from Pre-Defined Pages, I can use this dropdown. And one of my options here will be Customer Reviews.

Harley:

So from here, I can give it a link title. I can title it however I'd like. I can add it to the navigation menu. And that is what would make a link to it show up, up in the navigation at the top of my site. But the page already exists. So just if you have any reviews in it, the page is already there. You just need the URL of it to know where to find it.

Harley:

So there we go. Now, the other thing we will take a look at here is the Team site. So if you happen to be on a team and, more so, if you happen to be a team leader, in this case, I can click here and go to Team site, which effectively takes me into the Team account. And I'll just preview the website for now, just to give us an idea. So you can have the best team. And under Meet, we have a Customer Reviews link. And you can see that takes me through to the Team site reviews page.

Harley:

Now, in this case, it is set to the Team template. And that is why it looks like this. So this is the aggregated Team reviews page, where it's showing all the reviews of all of the team members. But if we switch back over here, this is what it would look like just with the team specific reviews if we changed it to the Agent template instead of the Team template on the setting that we looked at over earlier.

Harley:

So the last thing to point out related to Reviews, we'll go ahead to open this back up and go to the homepage. There we are. Now, on some templates, it's going to depend on which template you've chosen for your website, but on some templates, there is a Reviews section. And you can see this one has one. So down here, we have this Review section that will cycle through these reviews. So by default, when you create a review, even without adding a link to it to your navigation if you don't want to, there are templates that can use those reviews as well, and they'll actually appear here. So even if you aren't displaying that dedicated Reviews page, you do have ... or not so much have options, but those reviews can still go into the system and still show up in multiple places throughout both your website and in any email templates.

Harley:

So we'll go ahead and switch back to my own profile here. There we go. So based on the template that I've chosen, you can see that they do show up on the homepage, and then many of the marketing features. So if I open up Marketing and I go down to Creative Studio, there are some templates in Creative Studio as well that will use my reviews if I have any entered into the system.

Harley:

So I guess the point there is that even if you don't want to put a link to Reviews page on your website or you don't want to focus on that dedicated page, it still makes sense to have reviews system, because they can still be used in other places.

Harley:

So there you have it. That is the customer review system, both the basics there in the beginning, and we got a little advanced there toward the end. But that is how the customer review system works in the DeltaNET. So as always, thank you for joining me. If you have any questions, comments, concerns, feel free to send in an email to support@DeltaGroup.com or give us a call and we can help you out with whatever else you need. Thanks a lot.

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