8.3 Reputation Management: Monitoring Reviews & Requesting Testimonials

Your agency's online reputation, largely built on client reviews on sites like Google, Facebook, and potentially Zillow or Realtor.com, is incredibly valuable. Close Master provides tools to help you monitor this reputation and proactively encourage satisfied clients to share their positive experiences.

Accessing:

Click the Reputation icon (often a star or medal symbol) in the left-hand navigation menu.

Prerequisites (Initial Setup in Settings - See 22.13 & 22.5):

  • Connect Sources: For the system to pull in reviews, you must connect your agency's Google Business Profile (GMB) and/or Facebook Page in Settings → Integrations. An administrator might also add URLs for other relevant review sites (like Zillow) in Settings → Integrations → Review Management (though direct response features might be limited for these).
  • Configure Request Settings: Customize the default review request messages (Email/SMS) and set the primary destination link (e.g., your Google review link) in Settings → Reputation Management.

Using the Reputation Section:

  • Overview Tab: Provides a dashboard summarizing key reputation metrics like Invites Sent, Reviews Received, Average Rating, overall Sentiment (positive/negative trends), and performance over time.
  • Requests Tab: Shows a log of all outgoing review requests you have sent (manually or via workflow), including the contact, date sent, and channel used.
  • Reviews Tab (View & Respond):
    • View Reviews: See a feed of recent reviews pulled from your connected Google and Facebook profiles (and potentially other monitored sites). Filter reviews by Source (Google/FB), Rating (e.g., show only 5-star or only reviews below 3 stars), or Date. Read the reviewer's name, rating, comment, and date.
    • Respond to Reviews: For Google and Facebook reviews displayed here, you can often respond directly from within Close Master.
      1. Click the Reply button underneath the review text.
      2. A text box appears. Type your response professionally. Address points mentioned in the review (both positive and negative). Thank them for their feedback.
      3. (Optional) Use AI Reply: If enabled, an AI Reply button might suggest draft responses based on the review content and sentiment, which you can then edit.
      4. Click Send Reply. Your response will be posted publicly on the original platform (Google or Facebook). Responding promptly shows you value client feedback.
  • Sending Review Requests (Asking for Testimonials): Proactively invite satisfied clients to leave reviews, especially after a successful closing.
    • Manual Send:
      1. Click the Send Review Request button (found either in the Reputation section or via the Quick Actions menu - lightning bolt).
      2. Search for and select the Contact you want to send the request to.
      3. Choose the Channel (Email or SMS - ensure you have SMS consent!).
      4. The system will use the message template and review link configured in Settings → Reputation Management. Preview if possible.
      5. Click Send.
    • Automated Send via Workflow: This is the most efficient method.
      1. Create a Workflow triggered by an event indicating a successful closing (e.g., Opportunity Status Changed to Won, or a specific Tag like Closed Deal - Needs Review Request is added).
      2. Add a short Wait step (e.g., 2-5 days after closing).
      3. Add the Send Review Request action to the workflow.
      4. Select the Type (Email or SMS). The action automatically uses the templates and links from Settings.
  • Review Widgets (Reputation → Widgets): Create embeddable code snippets (+ Create Widget) that showcase a feed of your positive reviews (e.g., filter to show only 4-star and 5-star reviews from Google) directly on your agency website. Customize the layout, sources, filters, and appearance. Copy the generated Embed Code and paste it onto your website page (Sites builder or external site).
  • QR Codes (Reputation → Settings → Reviews QR): Generate a unique QR code that links directly to your primary review page (as defined in settings). Download the QR code image (PNG/SVG). Print it on closing gift materials, flyers, email signatures, or display it at open houses to make it easy for clients to leave a review using their phone camera.