Reviews Management

Reviews Management connects to your Google Business Profile to display, respond to, and analyze customer reviews from a central dashboard.

Connecting Google Reviews

Step 1: Click Reviews in the sidebar

Step 2: If not connected, click Connect Google

Step 3: Sign in with your Google account

Step 4: Select your business location

Step 5: Authorize Fleksa to access reviews

Step 6: Reviews begin syncing automatically

Viewing Reviews

Step 1: Click Manage tab

Step 2: View all reviews from Google

Step 3: Each review shows:

• Customer name
• Rating (1-5 stars)
• Review text
• Date posted
• Your response (if any)

Filtering Reviews

Step 1: Use filter options at the top

Step 2: Filter by:

• Rating (5-star, 4-star, etc.)
• Response status (replied, not replied)
• Date range

Step 3: Sort by newest or oldest

Responding to Reviews

Positive Reviews (4-5 stars)

Step 1: Click on the review

Step 2: Click Reply

Step 3: Write a thank-you response:

• Thank the customer
• Mention specific items they praised
• Invite them back

Step 4: Click Post Reply

Step 5: Response posts to Google

Negative Reviews (1-3 stars)

Step 1: Click on the review

Step 2: Click Reply

Step 3: Write a professional response:

• Apologize for the experience
• Address specific concerns
• Offer to resolve offline
• Provide contact information

Step 4: Click Post Reply

Using Response Templates

Save time with pre-written responses:

Step 1: Click Templates

Step 2: View available templates:

• Thank you template
• Apology template
• Follow-up template

Creating a Template

Step 1: Click Add Template

Step 2: Enter template name

Step 3: Write template text with placeholders:

• {customer_name} - Customer's name
• {restaurant_name} - Your restaurant

Step 4: Click Save

Using a Template

Step 1: Click on a review to reply

Step 2: Click Use Template

Step 3: Select template

Step 4: Customize the response

Step 5: Click Post Reply

Review Analytics

Track your reputation over time:

Step 1: Click the Dashboard tab

Step 2: View metrics:

• Average rating
• Total reviews
• Rating distribution
• Response rate

Step 3: See trends:

• Rating over time
• Review volume changes
• Sentiment analysis

Review Settings

Configure review management:

Step 1: Click Settings

Step 2: Configure options:

• Auto-sync frequency
• Notification settings
• Default templates

Step 3: Click Save

Refreshing Reviews

Manually sync latest reviews:

Step 1: Click the Refresh button

Step 2: Wait for sync to complete

Step 3: New reviews appear in the list

Response Best Practices

Response Tips

Do:

• Respond within 24-48 hours
• Personalize each response
• Stay professional always
• Thank all reviewers
• Address specific concerns

Don't:

• Argue with customers
• Make excuses
• Copy-paste generic responses
• Ignore negative reviews
• Disclose private information

Review Notifications

Get notified about new reviews:

Step 1: Go to review settings

Step 2: Enable notifications:

• Email alerts for new reviews
• Alerts for negative reviews (3 stars or below)
• Weekly summary

Step 3: Save settings

Managing Multiple Locations

If you have multiple restaurants:

Step 1: Connect each location's Google profile

Step 2: Switch between locations using shop selector

Step 3: View location-specific reviews

Step 4: Respond from the appropriate location

Best Practices

Daily routine:

• Check for new reviews
• Respond to all reviews
• Note any recurring feedback

Weekly:

• Review analytics trends
• Update response templates
• Discuss feedback with team

Monthly:

• Analyze rating trends
• Identify improvement areas
• Celebrate positive feedback