Reputation Management
Request more reviews automatically and respond with AI — so prospects see fresh, thoughtful replies.
Reputation AI allows you to monitor your listings, reviews, mentions, social media and search engine share of voice to ultimately improve your online reputation.
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Overview Video
*Depending on your DFM plan, certain features may not be available. If you would like to upgrade your account and gain access to certain features, please reach out to your account manager or contactus@thedfmagency.com.
Adding DFM to your mobile devices
IOS
Log in to your account.
Navigate to the URL using the Safari browser. Click the “Share” button on the browser’s bottom bar.
Select “Add to Home Screen“
Users might be prompted to add the name of the app.
All products are now available on the go!
Andriod
- Navigate to the URL of the Business App using the Chrome browser
- Tap on the three-dot overflow menu in the top-right corner of the browser
- Click “Install App”
- Find the app in your list of installed apps
- Tap and hold the app icon
- Select “Add to home screen”
How to respond to reviews
- Open DFM from yourdesktop or mobile device.
- Click into the location(s) that has a review you’d like to respond to. If you have multiple locations and want to respond to reviews across the group, select the Group name. If you want to view one location, select that individual location.
- Click Reputation from the left navigation menu.
- Find the review you’d like to respond to and click Reply in the bottom right corner of the review.
- Use the filter menu to respond to reviews within a certain date range, from a specific channel, or star rating.
If you received an email alert, click the email notification and respond directly.
The Reputation tool pulls reviews from many sources. Google, Facebook, and other channels you can integrate directly into DFM are available to post replies directly. If the review site does not allow direct integration, the review will still appear and you can follow the link to log into that site and reply. Copy and paste replies using the AI feature to save time.
Tracking customer sentiment
Take full advantage of the Reputation Management Tool by viewing insights straight from the review source. View what customers are saying about your business, your team members, and more right in your DFM portal.
Open the Reputation Management tab from the toolbar.
Select Insights. Select the date range filter if you want to view within a certain time frame of reviews.
Type in your Keyword or phrase in the search bar. As pointed out in the visual, click the magnifying glass.
*The results are based on what customers are saying most often in reviews. For example, searching ‘Tim’ vs ‘Timmy’ will generate different results. Looking for department performance? Search for keywords like “service” or “sales” or “pharmacy” to see what customers are saying online about your teams.
Once you have searched your keyword, click on the word so it is highlighted in blue.
Scroll down to view how many reviews used that word, and data based on customer sentiment.
Creating and editing review response templates
The Templates feature helps you manage pre-built and custom templates for communicating with customers. You can use templates to send review or NPS requests and to respond to customer feedback. Templates are organized by communication type and are accessible through the Templates section in the toolbar.
How to navigate to the Templates Page
Open the Reputation tool from the left menu bar. Once open, select the settings button.
Edit the premade templates, or create your own.
Once you have saved your chosen review response templates, they will now appear in the review response text box when replying to reviews:
How to send review requests to your customers
Open your DFM account, select the Reputation tab in the menu bar.
Select ‘Launch‘
Select Templates
Under this tab, you will find two sections: Email and SMS.
Email Templates You can:
- View all saved email templates.
- Create new email templates for review, NPS, or combined requests.
- Edit, delete, or set templates as default
SMS Templates You can:
- Build SMS templates optimized for mobile delivery.
- Choose template types: Review, NPS, or combined.
- Edit, delete, or set templates as default
A pop-up will appear asking you to select the type of request for the template.
- Reviews – Use this option to send review requests.
- NPS – Use this option to send NPS (Net Promoter Score) surveys. If a customer rates their experience 7,8,9,10 out of 10, then they will be asked for a review. If they answer with 6 or below, they will be asked to leave private feedback. This feedback will be found under the NPS section in the Reputation tool.
- Review and NPS – Use this option for templates that will be used for both types of requests. *Reccommended option*
SMS Review Requesting in the Reputation AI Premium product is an innovative feature that empowers businesses to actively engage with their customers, gather valuable feedback, and enhance their online reputation more effectively than ever before.
Don’t forget to add your logo! Available in both SMS and email request templates.
Once you have made any desired changes, click Save. You will now see the new template listed under SMS templates in the templates section.
Each template will have a three-dot menu that offers the following options:
- Edit: Edit the template layout
- Delete: Remove the template
- Make Default: This template will be what is used when sending review and/or NPS requests
Matching reviews to customers
Open Manage Reviews from the toolbar. Each review displays the name of the reviewer.
Blue linked Name → Review is matched to a contact.
Black non-linked Name → Review is not matched.
*Keep in mind: Reviews will be linked to your customers if their Gmail account is connected to the same phone number or email used to send the review request. If the reviewer does not have their Gmail connected to the same contact info, then their review may not show as linked.
Add a review request and review display widget to your website
Open DFM>Reputation>Launch>Reviews>Review Widget
The Review Widget interface will appear.
Select Sources for the review sources you would like to request reviews for and those you want displayed on your website. Users can request and display reviews from Google, Facebook, and My Listings if the Listings Management Product is activated.
Select Reviews to configure the reviews displayed on the review widget by star rating and the rating format with one or two decimal points.
The feed layout is the default layout for the Review widget. For users who want to customize the layout. You can upgrade your reviews widget for more layouts.
Once you have configured the Review Widget, select Save and Add to Website to copy and paste the HTML code into the website’s body element. *If you change the sources, layout, or styling after the HTML code has been installed on the website, you only have to press save to push those updates to the live widget.*
Sending review requests manually
Manual
SMS and email review requesting in Reputation AI is a premium product feature. Make sure your account has this product.
Open the CRM tool in the menu
To manually upload contacts, select Import, and follow the CSV guide.
To create 1 new contact, select Create Contact.
If your contacts are already added by CRM integration, or by previous Imports – Search for them by name, select each contact you want to send review requests to. Then select Actions.
Choose the Request reviews action item. You will see a preview of the review request that will go out to each person via SMS or email (depending on the contact info you have connected to each contact).
