Replying to Reviews & Survey Responses

Created by Team Momos, Modified on Mon, 21 Aug 2023 at 05:28 PM by Team Momos

 

Overview

Through Momos, you are not only able to stay updated on all customers’ ratings and reviews across your social media channels (Google and Facebook), Momos Surveys and delivery platforms but also respond to them in a timely manner to ensure the best customer experience.


Responding to reviews

To respond to reviews via Momos, simply type your response into the chat box below the review, and click the red "Respond" button!


You can click on the "Share Voucher" button to open up a pop-up window with all your available vouchers. You can select one to attach to the review



You can also select the "Response Library" button to choose a message that suits the review type. Momos will help to select a category that best fits the review (e.g. 3-4 star with no text)


How to filter your reviews


You are able to filter reviews by "Brand", "Outlet", "Platform" and "Date Range"


How are reviews sorted on Momos?

Toggle reviews by status


Unresolved

  • Ratings from Google & Facebook that have yet been responded to.

Resolved 

  • Ratings from Google & Facebook that have been replied to by a User or using "Auto Resolved " will be marked as "Resolved"

All

  • Shows all ratings, including those from Food Delivery platforms which does not allow Users to reply to the customers' ratings.


What is a review category tag?

Reviews are given a "Review category tag" where Momos uses Natural Language Processing (NLP) to identify keywords in your reviews

 



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