At Yext there are a variety of ways to get support. Our Support team’s role is to assist with your team’s success using the Yext platform and we offer multiple tiers of support depending on the level of support you’d like. This article will provide an overview of the Managed Review Response service. For an overview of the full White Glove Services offering, see the White Glove Services Overview. For an overview of Basic and Premier Support, see the Support Overview article.

Yext’s Managed Review Response team helps organizations get the benefits of a holistic review response strategy while saving time and effort. Here is a breakdown of the review response process from Yext:

1. New Reviews From Consumers. Consumers leave reviews about your brand on sites like Google, Facebook, Yelp, and more.
2. Yext Review Monitoring. Yext leverages direct integrations with sites across the Publisher Network to pull all of your reviews, for every location, into a single dashboard
3. Managed Review Responses. Yext will act on reviews by responding, escalating, or applying labels to reviews. 

 

Managed Review Response Actions

Respond to Reviews

The Yext Managed Review Response team will respond to reviews based on the communication strategy developed between the client and Yext. Responses will be crafted in Yext and posted directly on the publisher via API.

Escalate Reviews

The Yext Managed Review Response team will proactively provide email notifications to your preferred contacts (e.g., customer care, marketing, regional manager) if reviews meet your established criteria (e.g., high-sensitivity reviews, contains certain review content).

Label Review

The Yext Managed Review Response team will apply relevant labels to reviews for tracking, notifications, or insights (e.g., severity level, non-actionable reviews).

 

Additional Services Provided by Yext Managed Review Response

Analytics

The Yext Managed Review Response team will create dashboards for tracking reviews and response activity (e.g., average response time, response rate, and average ratings).

Notifications

The Yext Managed Review Response team will set up automated notifications for reviews and analytics, configured to your preferences — whichever recipients and cadence you require.