Reputation Review Manager
How to start using the Review Manager tool
Reputation Manager is included in select PatientNow Essentials and EnvisionNow packages under the marketing dropdown.
To upgrade, contact our Sales Team at 800.436.3150, Option 1 or sales@patientnow.com
Review Management needs to be an essential part of your marketing strategy to promote business growth.
Online reviews provide your business with visibility and credibility and help you appear in front of your potential customers on search engines as well as helping them choose you over your competitors.
Table of Contents
The Review Manager feature helps you automate the process of improving your reputation all in one area.
Setup your Reputation Management / Review Manager account
Navigate to the Marketing dropdown in your menu and select Manage Reviews.
A popup will appear prompting you to sign up as well as giving you some info on what the feature can do for your business. Click the Setup Your Account Now at the bottom.
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EnvisionNow will then verify your login credentials and check to see if you have the appropriate security profile rights to start a Reputation Manager account. Enter the same email and password you use to login into your salon software.
After EnvisionNow verifies your credentials, you will be directed to reviews.envisionnow.com/signin. From now on, when you click Manage Reviews in your Marketing dropdown, you will be led directly to this webpage to manage your reviews. No need to log in.
You will also receive and email after you validate your login credentials stating our customer success team will reach out soon to help make the learning process smoother.
Linking Your Review Accounts & Business Info
The second step you will want to complete is to link all of the review sites to Review Manager. This will allow you to manage ALL of your reviews in the same spot! You can link reviews from Google, Facebook, Yelp and over 100+ industry specific review sites.
Lets start with connecting your business location!
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After you click Connect Location you will be guided through steps to complete your location connection.
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You can choose to manually connect by searching your business in the google search bar or you can connect your Facebook if you have a business page with all your business info included already.
When you have chosen a location, click Next and you will be led to step two, which will be linking your review accounts!
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Google automatically searches for major review sites that you might have.
Simply check the little box next to the review site you would like to add and click Next.
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This processes might take up to 5-10 minutes to complete depending on how many sites you are connecting
After Review Manager has added the review sites, you will be directed to add your logo in the next step.
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This logo will be able to be seen by your customers who receive your requests for review. Make sure the logo is NOT white since the background will be white. You want your logo to be viewable. If your logo is white, consider adding a colored background and then uploading it into Review Manager.
The next step will let you know that your account is ready to go!
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Add Additional Listings
Important: In order to add/link review sites to your Review Manager you must already have them set up. For example, you need to set up a Google Business Review site before adding Google Reviews to Review Manager.
Do you want to add another listing you have? No problem! Simply click the + Add Listing button located in the Funnel menu.
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After you click the add listing button a popup will appear where you can select the review site you want to link. You can link reviews from Google, Facebook, Yelp and over 100+ industry specific review sites.
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Once you have selected a review site to add a popup will appear prompting you for information. below is an example of adding Fourquare Reviews.
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You can also view and add more linked accounts in the Links menu on the left.
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Set your Notifications
The first thing you will want to do is make sure you email is inserted into Review Manager. You can find this area in the Funnel menu
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Simply fill in the email you would like to have notifications sent to and click the + Add button.
You can then set what notifications you would like to receive by clicking My Reviews in the left menu and then going to the Settings tab at the top
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From there you can choose to receive an email when your business receives less than a 5, 4, 3, or 2 star review. You can also choose to receive an email for any review or to not receive any email alerts.
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Connect Your Social Media
Connect your social media so your review requests show them at the bottom so that clients may be able to like or follow you on social media! You can find this area in the Funnel menu at the very bottom.
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Create Your Landing Page
Customizing your landing page can help engage customers effectively. Prompt client who had positive experiences to leave public reviews with a call-to-action like "Share your experience." For clients who may have had a negative experience, offer a private feedback option, such as "We’d love to hear your thoughts," allowing them to share concerns without impacting your reputation. This dual approach boosts engagement and helps improve your service. Here’s how to make adjustments:
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Content Section Customization: Under the content section, you can edit the title and body of your message. For example:
Message Formatting: Change the format to suit your brand's tone and style.
Customizing Star Ratings: You can personalize the star ratings labels, making them more fun or aligned with your brand's personality. For example:
You can change "Bad" to something like "Not what I expected." This new label will appear when the user hovers over the star ratings.
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Incentivizing Reviews: You can attach an incentive or offer to encourage your customers to leave a review. Here, you can define the wording of the offer and the types of incentives (discounts, special offers, etc.) you wish to provide.
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Interactive Design
You can personalize the responses your customers see based on the type of feedback they provide.
Positive Feedback (4 or 5 Stars):
Set a threshold for positive feedback (e.g., 4 stars or higher).
If a user rates 4 or 5 stars, a prompt will appear thanking them and asking them to share their experience on your Google Business profile.
Negative Feedback (1 to 3 Stars):
For ratings below 4 stars, you can encourage customers to provide private feedback. This helps you address concerns before the review goes public.
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Private Feedback
If you would like to have an option other than leaving a public review, you can add this option to your requests!
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New Landing Page User Interface
If you have the new user interface follow the instructions below:
1. Accessing the Settings
To begin, head over to the Settings section in the Review Funnel. Here you can make updates to your business name if needed and add additional review site listings.
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2. Adding Additional Review Site Listings
To add a new review site, follow these steps:
Step 1: Click the plus button to add a new review site.
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Step 2: You can either use the directory to search for review sites or enter a specific review site URL if you know the exact site you want to add.
Step 3: If your desired review site isn't listed in the directory, you can add a custom link. Simply enter the URL of the review site. For example:
Add the review monitoring URL, followed by a backslash and your business name (e.g.,
https://reviews.example.com/YourBusinessName ).
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Once added, click Save. Your new review site will now appear in the list.
Optional: If you’d like this site to be included in your landing page for public reviews, click the circle next to the review site. For example, you may want to prioritize Google and Facebook for public reviews.
3. Customizing the Appearance of Your Landing Page
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Next, move on to the Appearance settings to modify the look and feel of your landing page:
Header Color Scheme: Adjust the color scheme for your page header.
Button Link and Background Changes: Customize the button links and change the background if desired.
Custom CSS: For more advanced customization, you can use the custom CSS field to alter the design further.
You can preview these changes in real time using the Preview Mode. Additionally, you can send a test to your own email and view how it looks on mobile.
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4. Modifying Landing Page Verbiage
Edit the Landing Page Message: You can change the text and verbiage displayed on your landing page. For example, you can thank customers for their feedback and prompt them to leave a public review.
Modify Your Logo: You can adjust the size of your logo to ensure it’s clearly visible on the landing page.
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Star Rating Customization: Choose the type of rating scale you'd like:
1 to 10 scale (e.g., NPS rating)
Thumbs up/down
Star rating (most common)
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If you use the star rating, you can set follow-up actions based on the rating:
Positive Feedback: After customers leave a positive rating, you can direct them to public review sites like Google and Facebook.
Negative Feedback: For customers who leave a negative rating (3 stars or less), you can customize the next screen to encourage them to share their feedback directly with you.
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5. Handling Negative Reviews
For reviews with 3 stars or less, you can set up a custom message that appears after they leave their feedback. In the negative review section, you should:
Encourage Direct Feedback: Emphasize that customers with negative feedback should share their thoughts directly with you instead of posting publicly.
FTC and Google Compliance: It's important to note that review links must be presented to both customers who leave positive and negative reviews. This ensures compliance with U.S. Federal Trade Commission guidelines and Google’s terms of service.
Font Customization: You may want to increase the font size or use bold text to emphasize your request for direct feedback.
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6. Direct Feedback for Negative Reviews
After customers provide direct feedback (for negative reviews), they will be directed to a page where they can leave detailed comments. This page can be customized to collect the following information:
Name
Email Address
Phone Number
Message
You can modify the verbiage on this page to suit your brand and communication style.
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Setup Branding and Design
This is where you can make sure your colors are on brand as well as making sure your business name and shortname are correct and what you want to show on your review requests.
If you don't see the stars, make sure to click the Change button under where you see BIG BUTTONS. This option will give you the stars options.
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Send Automated Review Requests
After you have edited your review request you can now edit and send them via email or SMS through your salon software. Sending SMS requires SMS Setup
Click the Marketing drop down and select Automated Marketing. Then click the tab labeled Review Requests. You will ONLY see this tab if you have signed up for Review Manager.
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Here you will find all your options to send your review requests you made in the Review Manager tool. Learn More about your review requests options here.
When you have finished setting up your review option, you then can style your Review Request email and/or SMS:
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We have created and placed a template in the email builder. The review link is already inserted into the button.
If you chose to create or use another template make sure to include your review link which can be found as a merge field:
Tip! Content created for Review Requests may be added to your marketing email templates! Also, Reviews may also be edited and sent out via the Sales Register Options under Company Settings.
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You can do this by adding text to your email then clicking on Merge Tags.
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Manually Send the Review Request
You can manually send a Review Request in the Sales Register
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and in the Client Profile
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Manage Reviews in One Spot
After you have set up all your business info as well as linking all your review account you are ready to start managing all your reviews.
Click My Reviews in the menu on the left.
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1. All Reviews, Customer Feedback, Review Stream and Settings
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All Reviews
Dashboard where you can view all your different reviews from all of the review sites you have linked.
Customer Feedback
These are reviews from the private feedback option.
Review Stream
This area lists out your reviews for customers to see. You can embed your review stream in your website using the embed code provided.
Settings
Area where you can modify email alerts, stream defaults and social media options.
Adding a Manual Review
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Do you want to add in a quick review from a client? It's easy to fill in the details.
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Upload Bulk Reviews
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If you have many reviews that you need to import and it would take you too long to manually add each one, we've got a solution for you. just simply click the bulk upload button and import all your reviews via CSV or XLSX. Click the See Sample link to download an example of what the file should look like to upload correctly.
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Search for Reviews
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By typing in this search field you can find what you are looking for much quicker. You can search names or text from the review.
4. What Review Site the Review is from
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Here you can find what review site the review was made on.
Share
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Click the share button to quickly share this review on your social media! You must first connect your social media accounts in order to use this feature.
Respond
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You can respond to each review by clicking the respond button. You also have the option to set a status of your response by clicking the SET STATUS button below the respond button.
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You can set it to "Attention", "Responded", or "Resolved".
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Widgets
Our Review Manager allows you to insert your review code into your website with the Digital widget, print paper review requests with the Print widget, and allow clients or staff to add recipients for email and text campaigns with the Client & Staff Forms widget.
Digital: Insert the Embed code into your site to show the request for a review. If you just want the review us button on your website, you can add the review us embed code. Please note: the embed code below reflects multi-locations.
You can also add a request for review in your email signatures, simply click Copy to Clipboard and paste that into your email signature in your email provider.
You are also able to capture reviews using the QR code, shown below.
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Print: This widget allows you to download and print a paper request for a review.
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Client & Staff Forms: This widget has two sections. The review request form and the opt-in form.
The Review Request Form allows clients or staff to add recipients for email and text campaigns. This shareable form is a simple password-protected page for adding recipients one-by-one or in bulk.
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The Opt-in Form allows customers to sign themselves up on location. Here's a customer-facing opt-in form for initiating review campaigns:
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Reports
There are three types of reports available; Analytics, Generated Reports, and Schedules Reports.
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Analytics
Profile Overview
This report puts in all in perspective for you! With all this data compiled into quick to read infographics you can tell exactly where your business stands in terms of reviews.
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Total reviews: The total number of captured reviews to date.
New Reviews: The number of new reviews during the specified date range
Rating: Average star rating across all reviews captured.
Rating Change: Difference between the average rating of reviews during the given period and the average rating of reviews added during the prior period of the same length.
Reviews Over Time
By default, Profile Overview reporting will show you the last 30 days of activity, however, you can set a custom date range for all analytics views. Simply click on the date field dropdown to adjust dates.
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The graph in this section shows your total review acquisition over the selected date range.
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Rating Distribution: The rating values aggregated across all monitoring sites during the selected date range..
Top Review Sites: Average rating and review quantity during the selected date range.
Review Site Comparison: Compare profiles and review sites.
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Generated Reports
These are all the reports that you have created to help you best analyze your review data. To create a report, simply click the New Generated Report button in the top right.
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Activity from: Select the date range the report will cover. The default date range is 90 days. You can change it to whatever you'd like.
Customize report title: Add a custom report title (the default is "Reputation and Reviews Report").
White-label this report: Choose a brand to associate with the report (if any).
Customize report sections: Choose which report sections you'd like to include/exclude (Overall Score is excluded by default).
Include PDF: Generate a PDF version of your report. This is turned on by default.
Include CSV: Generate a CSV version of your report. This is turned off by default.
Scheduled Reports
Here you can schedule reports to go out to a number of recipients so you can stay on track with how your reviews are collecting without having to check in all the time.
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Report Settings
Schedule: when and how often reports are generated and sent. The default setting is monthly on the last day of the month. Click the text box to change. Note that when you click on a new date, it’s included in addition to any other dates already selected. You must also deselect any dates you’d like to remove from the schedule.
Timeframe covered: the default time frame is the last 3 months. Click the text box to change.
White-label this report?: you can send out a report with our branding (select No) or any of your brands that you've added. Click the text field to display a drop down menu with your brands.
Add Recipients: email addresses to receive the report.