Responding to Reviews

Objective

Enhance customer engagement and trust by responding to positive and negative reviews to demonstrate excellent customer service and improve your business's reputation.

Why Responding to Reviews Matters

• Customers appreciate responses, making your business feel more approachable and customer-focused.
• Engaging with reviews builds trust and can be the deciding factor between choosing your business or a competitor.
• A high response rate can improve your visibility on Google and Facebook.

Best Practices for Responding to Reviews

• Always respond to both positive and negative reviews to show you value customer feedback.
• For guidance on crafting responses, refer to:
  • How to Respond to Negative Reviews
  • Why (and How) to Respond to Positive Reviews

Responding to Reviews from Google or Facebook

If your NextPaw account is set up for review management, you can respond to Google and Facebook reviews directly. Otherwise, you'll be linked to the appropriate platform to respond.

How to Respond to a Review

1. From the NextPaw dashboard, go to Marketing, then select Reviews.

   

2. In the Review Response column, select Not Responded to filter reviews needing a response.

   

3. Click Respond and enter your message.

   

Permissions Notice

• By default, only account owners can respond to reviews.
• To enable responses for other team members, adjust the Respond to Reviews permission in Roles & Permissions.

Need Help?
If you encounter any issues, please reach out to us at  Support@NextPaw.com.