Responding to Reviews

Getting reviews is important, but responding to them can be the difference between a customer choosing you or going to a competitor. Not only do customers appreciate your response, but it makes your business seem more human, and it makes the experience more personalized.

Best Practice: It’s important to respond to negative and positive reviews. For more information, please read these articles: “How to Respond to Negative Reviews” and “Why (and How) to Respond to Positive Reviews.”

You can respond to Google and Facebook reviews directly from NextPaw (if you’ve set up this option); for integrated sites, you’ll be able to link out to the site, where you can then respond.

Attention: By default, only account owners can respond to reviews. For all other roles, the Respond to Reviews permission will need to be turned on. To learn how to edit permissions, read “Setting up Roles & Permissions.”

1. Go to Reputation > Reviews. In the right hand column under 'Review Response' you can choose 'Not Responded' to see all the reviews which still require a response. 
2. Click 'Respond'