15.3 Reputation Management: Monitoring Agent/Brokerage Reviews (Google/FB/Zillow?)

Purpose:

Actively track online reviews posted about your agency (or individual agents, if profiles are connected) to understand client sentiment, address concerns promptly, and leverage positive feedback.

(Recap - See Chapter 8.3 for primary details on using the Reputation section)

Access:

Click the Reputation icon (star/medal) in the left menu.

Setup (CRUCIAL):

  • Connect Sources: MUST connect your Google Business Profile (GMB) and Facebook Page in Settings → Integrations. This allows the system to pull in reviews automatically.
  • (Optional) Add Other Sites: In Settings → Integrations → Review Management (or similar), an admin can add URLs for other relevant review sites like Zillow, Realtor.com, Yelp, etc. Close Master will *monitor* these URLs for new reviews, but direct reply functionality from within Close Master might NOT be available for these third-party sites (you'd need to log into Zillow/Realtor.com directly to respond).

Monitoring Reviews (Reviews Tab):

  • View Feed: See aggregated reviews from connected/monitored sources.
  • Filter: Sort by Source (Google, FB, Zillow*), Rating, Date. Quickly find recent reviews or filter for negative reviews needing attention.
  • Read Details: See Reviewer Name, Rating (stars), Review Content, Date Posted.

Responding to Reviews (Reviews Tab):

  • Direct Response (Google/FB): For reviews pulled directly from connected GMB and Facebook accounts, click the Reply button underneath the review.
  • Compose Reply: Type a professional response, thanking them for positive feedback or addressing concerns raised in negative reviews constructively. Use AI Reply for suggestions if needed/enabled.
  • Send: Click Send Reply. Your response posts directly to Google/Facebook under the original review.
  • (Other Sites like Zillow/Realtor.com): You likely cannot reply directly from Close Master. Use the platform view as awareness, then log in to your Zillow Premier Agent or Realtor.com profile directly to post your response there.

Monitoring Trends (Overview Tab):

Use the dashboard to track your average rating, review volume, and sentiment trends over time.