The Customer Reviews feature in Center AI provides a convenient and comprehensive way to manage all reviews of your business on Google Maps, organized in a clear dashboard. It lets you quickly search, filter, and respond to reviews, enabling effective reputation management and building strong customer relationships.
The data collected in Center AI is a valuable source of insights into your customers' expectations and experiences. Analyzing and responding to reviews helps improve service quality, products, and customer loyalty.
1. Searching Reviews
You can search reviews using various filters. Some of them, like "with response" and "without response," are immediately visible on the review list, while others are available under the "Filter" button on the right side of the screen. There, you’ll find filters such as star rating, "most relevant" tags, categories, or deleted reviews.
2. Categorizing and Assigning Sentiment to Reviews
You can use review categories to:
Group reviews by topics,
Quickly analyze recurring issues,
Report on specific aspects of your business,
Monitor progress after implementing improvements, such as in customer service.
To create categories in Center AI, go to the “Manage Categories” option at the top of the screen. Once created, categories will be available for assignment to any review.
Additionally, you can assign sentiment (positive, negative, or neutral) based on the emotional tone of the review. Reviews can be categorized and assigned sentiment manually or automatically using AI support. To enable AI assistance, activate it individually for each category in the “Manage Categories” settings.
3. Responding to Reviews
With Center AI, you can respond to reviews directly from the dashboard. You can create individual responses or use templates, and even reply to multiple reviews at once, significantly speeding up the management process. Center AI also allows you to use AI-generated responses for personalized replies. Before using AI-generated responses, go to AI Response Settings and provide instructions to tailor the responses to your business.
4. Additional Features (Notes, Most Relevant Reviews, Keyword Search)
In Center AI, you can add individual notes to reviews to track important information. The review search function helps you find specific details across multiple reviews. By marking “Most Relevant Reviews” and filtering for them, you can quickly identify the most critical reviews on your listings.
5. Rating Analytics
The Rating Analytics module shows the number of reviews and their distribution based on the star ratings received by your listings.
6. Category Analytics
This section summarizes your reviews based on assigned categories and sentiments. Discover the most frequently mentioned categories in reviews and understand how customers perceive different aspects of your business.
Use the Net Sentiment Score (NSS) metric to evaluate the overall sentiment of your reviews. NSS ranges from -100 (all reviews are negative) to 100 (all reviews are positive) and is calculated as follows:
“Percentage of positive reviews” - “Percentage of negative reviews.”
7. Review Notifications
You will receive a weekly summary of new reviews sent to the email address associated with your Center AI account. For higher-tier plans, you can enable real-time notifications when new reviews are posted, allowing for a quick response to potential issues.