The Brand Engage tool contains review and question channels where you can see the reviews and questions consumers are leaving about your products and respond to them. Channels are predetermined buckets of content to help you see only the most relevant user-generated content (UGC) and take appropriate action on it.
It's a best practice to avoid responding to reviews or answering questions related to a consumer's experience with the delivery or service of a purchase. Only respond to reviews or answer questions that are specifically about the specifications or quality of the product your brand sells. If you come across a review or question in your Brand Engage channels that is not relevant to your brand, click Dismiss.
Review Channels
To access your Review Channels, click Reviews in the left-navigation from the home screen. Your Review Channels consist of the following:
- Reviews with Low Ratings - a channel consisting of reviews with ratings of less than 3 stars
- Your Review Responses - a channel consisting of your brand's reviews that you submitted to your retailers
(if you're having trouble, click here to view on Vimeo)
Understanding the Review Card
When you click into a Review Channel, you will see a Review Card for each piece of UGC. The Review Card contains the following information:
- Core Review Content - this section shows the following components of the review
- Star Rating
- Headline
- Author
- Location
- Review Comments
- Brand Response Textbox - this section is where you add a response to the review.
- Review Source Information - this section shows the retailer's website where the review was left, and also includes the Dismiss button for you to dismiss any irrelevant content.t
Responding to Reviews in the Reviews with Low Ratings Channel
To respond to a review, click the Brand Response Textbox and write your response to a review. Press Enter when you're finished with your response. The response then appears on your retailer's website. If the review is not relevant, click Dismiss.
Reviewing Review Responses in the Your Review Responses Channel
In the Your Review Responses Channel, you can review the responses given to reviews with low ratings. In this channel, you can see both the review and the brand response, and the author of the brand response.
Question Channels
- Questions Without Brand Answers - a channel consisting of questions you haven't answered, about your brand's products from your retailers
- Your Answers - a channel consisting of answers to your brand's questions that you submitted to your retailers
(if you're having trouble, click here to view on Vimeo)
Understanding the Question Card
The Question Card contains the following information:
- Core Question Content - this section shows the following information
- Brand Answer Textbox - this section contains a textbox for you to submit an answer to a question
- Question Source Information - this section shows the retailer's website where the review was left, and also includes the Dismiss button for you to dismiss any irrelevant content.
Answering Questions in the Questions Without Brand Answers Channel
To answer a question, click the Brand Answer textbox and write your answer. Press Enter when you're finished with your answer. The answer then appears on your retailer's website. If the question is irrelevant, click Dismiss.
Reviewing Answers in the Your Answers Channel
You can review the answers you've submitted to your retailers in the Your Answers channel. In this channel, you're unable to interact with the question content; you see the answer submitted along with the author of the answer and the location of the author. You can add an answer to the question from this channel using the Add a response textbox.
