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Qualtrics Platform -
Customer Journey Optimizer -
XM Discover -
Qualtrics Social Connect
Reviews
About Reviews in Qualtrics Social Connect
You can manage reviews from different websites in your Social Connect Inbox. This page covers the main functionalities of managing reviews in Social Connect.
Attention: If you are interested in this feature, please contact your XM Success Manager for more information about setup, pricing, and onboarding.
Supported Review Types
The following review types are currently supported:
- Location reviews (e.g., Google business reviews)
- Product reviews (e.g., Amazon reviews)
- Mobile app reviews (e.g., Google Play store reviews)
Attention: Please contact your XM Success Manager if interested in managing your reviews in Social Connect. This feature must be set up by a member of the Qualtrics team.
Managing a Review
Once your account is set up to receive reviews, you can view and resolve them in the Inbox like any other mention. See Actioning Mentions for a general overview of interacting with mentions. This section will focus on functionality that is unique to reviews.
- At the top of the mention, you can view what was reviewed and on what site. If viewing a location review, this will also have the address of the location.
- The customer’s rating out of 5 will appear on the mention.
Qtip: This customer’s rating is normalized to a 5-point scale, even if the review site uses a different scale. For example, if a review site asks a customer to rate a product on a scale from 1-10 and the customer chooses 8, then their star rating will be 4.
- If viewing a mobile app review, the app version the customer reviewed will be listed next to the star rating.
Qtip: At this time, you cannot reply to Amazon product reviews. However, if a customer asks a question about a product, it will appear in your Inbox, and you can reply to it.
