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New Feature: Reply to Facebook Recommendations via GatherUp

October 29, 2019

You can now reply to Facebook Recommendations via GatherUp. This is the newest addition to GatherUp’s reply features that enables you to efficiently manage replies to online reviews from a single Customer Activity screenopens in new tab. You can now reply to:

1st-party reviewsopens in new tab
Google My Business reviewsopens in new tab
NEW! Facebook Recommendations

Reply to Facebook Recommendations, Google reviews, and 1st-party reviews from a single screen via Customer Activity

Monitoropens in new tab your online reputation, request feedback and reviewsopens in new tab, and manage replies from a single platform with GatherUp.

Facebook Recommendations Still Matter

In August 2018, Facebook retired reviewsopens in new tab (a 5-star rating system) and fully transitioned to recommendations (yes or no). With this update, we also saw Facebook require users to provide at least 25 characters of content in order to post a recommendation.

Facebook Recommendations require at least 25 characters to post

While recommendations typically account for a smaller portion of a business’ review volume, Facebook has the biggest following of all social media platforms with 2.2 billion active monthly usersopens in new tab as of July 2019. Require that many users to meet a minimum character count when posting a recommendation and you have a recipe for content. Take a look at the following Facebook Recommendations for a local coffee shop.

Because recommendations include content, it’s important for businesses to reply

Because users can no longer just click a star rating, Recommendations are meatier than their review predecessors. The review content not only contains insight into the recommendation but gives your business something to respond toopens in new tab.

89% of Consumers Read Replies to Reviews

Replying to reviewsopens in new tab is good business. It’s a valuable win and we’re in the camp that reviews are evolving into more of a conversationopens in new tab than a static posting. Taking a look at online review statisticsopens in new tab further drives this home:

89%opens in new tab of consumers read local businesses’ responses to reviews
When judging a local business’ reviews, 30%opens in new tab of consumers pay attention to if a business replies to reviews
86%opens in new tab of users who complain expect a response within 3 days
According to Mozopens in new tab, online reviews are thought to make up over 15% of how Google and other search engines decide to rank the local 3-pack and over 6% as a factor for organic search results.

Responding to reviews quickly meets the expectation of your customer but, in the case of a negative review, it’s also an opportunity to recognize a problem, apologize, and right a wrong.

Replying to customer reviews benefits the current customer and influences other consumers to choose your business

Business replies do double-duty. Not only do they serve the customer who wrote the review but, by posting a public reply, you expose prospective customers to your brand’s level of service and passion for customer care. If consumers get the picture that doing business with your brand means a satisfying experience, they are more likely to convert.

Because we understand the value of replying to reviews, we went ahead and made it easy for you to do so.

Manage Replies to Reviews From a Single Screen

Replying to Facebook Recommendations is the latest reply feature to hit Customer Activity. Customer Activity does the job of a customer experience hubopens in new tab by pulling together all 1st- and 3rd-party reviews. As a result of having all of your reviews in one place, it’s easier to take action on feedback.

Easily reply to Facebook Recommendations, Google reviews, and 1st-party feedback from Customer Activity using the Manage menu

Reply directly to 1st-party reviews, Google reviews, and now Facebook Recommendations without leaving GatherUp. To do so, complete Facebook Authorizationopens in new tab to enable your account to allow users to respond to Facebook Recommendations via the Manage menu in Customer Activity.

Complete Facebook Authorization to enable the ability to reply to Facebook Recommendations directly from GatherUp

Looking for replies on-the-go? Set-up Notificationsopens in new tab to deliver an alert to your inbox when a new review is received. A quick click accesses the Reviews Report to reply to Google reviews and Facebook Recommendations in seconds. Reviews can be handled swiftly and without logging in to Facebook or Google.

Via Notifications delivered to your inbox, use the Reviews Report to reply to reviews on-the-go

Get Started with Replies to Facebook Recommendations Today

GatherUp offers review monitoring, notifications, and in-app response tools to connect you to your online reviews so you can easily respond to your customers.

If you are a GatherUp customer, complete Facebook Authorizationopens in new tab to start replying to Facebook Recommendations directly from GatherUp. For those that have previously completed Facebook Authorization, re-authorization is required to enable replies.

If you’re not already using GatherUp, schedule your demo todayopens in new tab.

Liezen Van Loh

Liezen Van Loh is the Product & Content Marketer at GatherUp, a customer feedback and online review platform. Liezen is incredibly curious and a digital enthusiast. Her mission, to help make customer experience the backbone of your business through feedback and reviews.

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