Negative Review Management
How to manage all the negative reviews in your organization
Last updated
How to manage all the negative reviews in your organization
Last updated
Admin users in Oz Rep are able to manage the bad reviews captured by the tool. As an admin, you can:
view all bad reviews across your entire organization
flag reviews for follow up
mark reviews resolved or unresolved
send customers a follow up text message about their review (mobile version of the app only)
If you would like to be emailed when a new bad review is received, you can configure that for each location in your organization. Find out more about this feature here.
To begin managing negative reviews, navigate to the admin section by clicking on the Admin button on the homepage. From there, click on the Negative Reviews button. This will take you to the list of all negative reviews caught by Oz Rep across your organization.
From here, you can search and filter the list, view unresolved and resolved reviews, and view each individual review.
In order to help you find the negative reviews you are looking for more quickly, there are search and filter options available at the top of the Negative Reviews list.
To search for a negative review in your organization, navigate to review page and type anything you want to search in the search bar. The Negative Reviews list will update as you type.
To filter for a negative review, click on the Filter button to the right of the search bar. You can filter reviews by location, by flagged, or by resolved. You can also sort them by most recent.
You can manage an individual review by clicking on it from the Negative Reviews list. This will take you to the page where you can view all the specific information for the review including the message left by the customer, the location from which the review was received, the date the review was received, the customer name associated with the review, whether the customer wants a response or not, and the status of the review (whether or not is resolved).
Beneath the review information, there are controls for managing the review. These allow you to flag the review for follow up by you or someone else on your team, mark the review resolved or unresolved, delete the review, and reply directly to the customer who left the review via SMS message (mobile only).
To reply to a review, open the Oz Rep tool on your mobile device. Navigate to the Negative Reviews list and click on the review you want to reply to. Scroll to the review controls beneath the box with the review information.
To flag a review, click on the Flag For Follow Up button at the top of the control option list.
To unflag a review, click on the Remove Flag button at the top of the control option list.
To reply to a review, open the Oz Rep tool on your mobile device. Navigate to the Negative Reviews list and click on the review you want to reply to. Scroll to the review controls beneath the box with the review information.
To mark a review resolved, click on the Mark Resolved button.
To mark a review unresolved, click on the Mark Unresolved button.
To reply to a review, open the Oz Rep tool on your mobile device. Navigate to the Negative Reviews list and click on the review you want to reply to. Scroll to the review controls beneath the box with the review information. Click on the Reply button located at the bottom of the list. You will be redirected to your mobile message application from which you can send and SMS directly to the customer.
To reply to a review, open the Oz Rep tool on your mobile device. Navigate to the Negative Reviews list and click on the review you want to reply to. Scroll to the review controls beneath the box with the review information. Click on the Delete button. Be extra sure this is what you want to do. There is currently no way to restore a review once deleted, so ensure that the review is definitely one you want to delete.
