Google is rolling out a new feature in over the next few days that will now inform users when a business read and reply to their Google My Business (GMB) reviews.
“We’re excited to announce that we’re launching email notifications to inform customers when you respond to their reviews!,” Google My Business tweeted on their account.
Once replied, the response to a review will now appear below customer’s review on Google Search and Maps under the label “Response from the owner”. People who visit a listing on Google will see both the review and response when they look at Google reviews.
In addition, people who have left review will now be receiving a notification email once a business responds to their reviews. This should be seen as greater incentive to businesses as well as to customers.
For business, customers reviews can provide valuable feedback to their business, and a reply to the reviews can help build business build a trust among their customers.
Though responding to reviews in general is a good gesture as it helps building better relationships with customers and grow business, but you’ll be posting publicly as your business when you reply to reviews, Responding inappropriately could do more harm than good, so you must reply wisely by following Google guideline as posted under:
- Be nice and don’t get personal. This isn’t just a guideline—it’s also a good idea as a business owner. It’s difficult to win an argument with a frustrated customer, and you want to avoid burning bridges. Keep your responses useful, readable, and courteous. In addition, responses should comply with our local content policy.
- Keep it short and sweet. Users are looking for useful and genuine responses, but they can easily be overwhelmed by a long response.
- Thank your reviewers. Respond to happy reviewers when you have new or relevant information to share. You don’t need to thank every reviewer publicly, since each response reaches lots of customers.
- Be a friend, not a salesperson. Your reviewers are already customers, so there’s no need to offer incentives or advertisements. Tell reviewers something new about your business, or share something they might not have learned from their first visit, explained Google.
And, of course, if anytime a review seems to be violating Google posting guidelines, you can easily flag it as inappropriate by clicking the three dot menu icon and choosing “Flag” as inappropriate.
The reviews may not appear across Google immediately.
“We’re rolling this out over the next few days, so check out some tips for responding to reviews:”
We’re excited to announce that we’re launching email notifications to inform customers when you respond to their reviews! We’re rolling this out over the next few days, so check out some tips for responding to reviews: https://t.co/A2zaahBBcj
— Google My Business (@GoogleMyBiz) 11 May 2018
Also, Google recently launched updated Google My Business API along with a new Google My Business Agency dashboard and a Partners program to work GMB for agency and platform partners.
With My Business API, Google is introducing new features, like Reviews, Menus, Insights and Posts, so agencies and partners can easily maintain and update their GMB listings.
Additional features, like offer posts and merchant description will enable platform partners to offer efficiently and at scale all Google My Business’ latest features to their customers.
Also, for the first time, agencies can register a Google My Business account to get access to a brand new agency dashboard designed with key benefits, include:
- Single Organization Accounts on Google My Business to manage all locations—no longer limited to 100 locations.
- User Groups to manage internal teams and control access to locations.
- Improved search functionality enabling users to efficiently search for locations within an account and across location groups.
- Easier workflows to send and receive invitations to manage listings.
Here’s an screenshot of new GMB agency dashboard: