How it will work
A review arrives
Your Business Profile is checked every hour for new reviews.
A reply is drafted
Written to what the review says, never from a template.
You approve
Replies and review requests go out in batches, after your yes.
A reply that answers what was said
A dentist whose patient writes "Dr Hale explained every step and I didn't feel a thing" should not answer "Thanks for your review!". The Reputation agent will draft a reply to what the review says: it picks up the detail the reviewer noticed, thanks them without grovelling, and keeps anyone's private details out of it.
Replies wait in a batch for you to approve, change or drop. Once the agent has a track record with you, and only if you switch it on, a thank-you to a five-star review with no words can go out on its own.
It never writes, edits or deletes reviews, and it never argues with a reviewer.
Complaints taken offline
A review that reports a problem gets a calm reply drafted for you: sorry, with the specific thing named, and an invitation to talk directly so it can be put right. The problem itself comes to you.
The reply is written for the people reading as much as for the reviewer. Future customers look at how a business answers its bad reviews, and a short, calm reply that takes the matter offline reads well to them.
Asking every customer, not only the happy ones
Most pleased customers never think to leave a review. Each Monday, the agent will prepare review requests for the week's customers, taken from your site's forms and bookings, with one reminder at most.
Every recent customer is asked. Requests are never filtered by how someone felt, and nothing is offered in return. Google's rules forbid both, and so does Briks.
The requests go out only after you approve them, as a batch you can trim.
How your rating is moving
Each month the agent writes up the trend: your rating and number of reviews against last month, and the themes customers keep mentioning, good and bad. If three people this month mention waiting on Monday mornings, you hear about it.
Reviews you choose to share can be offered to the Social agent as quote cards for your posts, drawn in your site's typefaces and colours, with the reviewer's words unchanged.
The trend also goes into the Marketing agent's monthly report, so your marketing and your reputation are read together.
How the Reputation agent would help
Three example businesses, and how they could use it once it arrives. Where a site is pictured, it is a sample Briks built for an example business, not a customer.
- 01Dental clinic
The five-star review that names the hygienist
A dental clinic gets a review praising its hygienist, Sana, for being gentle with a nervous patient. The drafted reply thanks the reviewer, says Sana will be glad to hear it, and says nothing about the patient's treatment. The practice manager approves it with four other replies on Friday afternoon.
- 02Bed and breakfast
A complaint about a cold room
A guest writes that her room was cold one November night. The drafted reply apologises for the cold room, says the owner would like to hear more, and gives the B&B's email address. The problem itself comes to the owner to look into, and the reply goes out once she approves it.
Hollyhock House is a sample site Briks built for an example bed and breakfast, not a customer. Open the sample - 03Building contractor
Every customer asked, including the one whose job ran late
A building firm finishes eleven jobs in a month. On Monday the agent prepares review requests for all eleven customers from the firm's enquiry records, including the one whose job ran late. The owner approves the batch, and each customer gets one request and, a week later, one reminder at most.
Construction Pro is a sample site Briks built for an example building contractor, not a customer. Open the sample
What you will get
- A drafted reply to every Google review, written to what it says
- Complaints answered calmly and taken offline; the problem comes to you
- Review requests to every recent customer, with one reminder at most
- Never filtered by how someone felt, never with anything offered
- A monthly trend: rating, number of reviews and themes
- Never writes, edits or deletes reviews, and never argues
Good to know
- Coming soon, and not available yet.
- It works with Google Business Profile reviews, which arrive once Google has approved Briks's access.