Reviews Management
Reviews Management connects to your Google Business Profile to display, respond to, and analyze customer reviews from a central dashboard.
Connecting Google Reviews
Step 1: Click Reviews in the sidebar
Step 2: If not connected, click Connect Google
Step 3: Sign in with your Google account
Step 4: Select your business location
Step 5: Authorize Fleksa to access reviews
Step 6: Reviews begin syncing automatically
Viewing Reviews
Step 1: Click Manage tab
Step 2: View all reviews from Google
Step 3: Each review shows:
Customer name
Rating (1-5 stars)
Review text
Date posted
Your response (if any)
Filtering Reviews
Step 1: Use filter options at the top
Step 2: Filter by:
Rating (5-star, 4-star, etc.)
Response status (replied, not replied)
Date range
Step 3: Sort by newest or oldest
Responding to Reviews
Positive Reviews (4-5 stars)
Step 1: Click on the review
Step 2: Click Reply
Step 3: Write a thank-you response:
Thank the customer
Mention specific items they praised
Invite them back
Step 4: Click Post Reply
Step 5: Response posts to Google
Negative Reviews (1-3 stars)
Step 1: Click on the review
Step 2: Click Reply
Step 3: Write a professional response:
Apologize for the experience
Address specific concerns
Offer to resolve offline
Provide contact information
Step 4: Click Post Reply
Using Response Templates
Save time with pre-written responses:
Step 1: Click Templates
Step 2: View available templates:
Thank you template
Apology template
Follow-up template
Creating a Template
Step 1: Click Add Template
Step 2: Enter template name
Step 3: Write template text with placeholders:
{customer_name}- Customer's name{restaurant_name}- Your restaurant
Step 4: Click Save
Using a Template
Step 1: Click on a review to reply
Step 2: Click Use Template
Step 3: Select template
Step 4: Customize the response
Step 5: Click Post Reply
Review Analytics
Track your reputation over time:
Step 1: Click the Dashboard tab
Step 2: View metrics:
Average rating
Total reviews
Rating distribution
Response rate
Step 3: See trends:
Rating over time
Review volume changes
Sentiment analysis
Review Settings
Configure review management:
Step 1: Click Settings
Step 2: Configure options:
Auto-sync frequency
Notification settings
Default templates
Step 3: Click Save
Refreshing Reviews
Manually sync latest reviews:
Step 1: Click the Refresh button
Step 2: Wait for sync to complete
Step 3: New reviews appear in the list
Response Best Practices
Review Type | Approach |
5-star | Thank warmly, mention specifics, invite back |
4-star | Thank them, ask what could be better |
3-star | Acknowledge feedback, address concerns, offer solution |
1-2 star | Apologize sincerely, take offline, commit to improve |
Response Tips
Do:
Respond within 24-48 hours
Personalize each response
Stay professional always
Thank all reviewers
Address specific concerns
Don't:
Argue with customers
Make excuses
Copy-paste generic responses
Ignore negative reviews
Disclose private information
Review Notifications
Get notified about new reviews:
Step 1: Go to review settings
Step 2: Enable notifications:
Email alerts for new reviews
Alerts for negative reviews (3 stars or below)
Weekly summary
Step 3: Save settings
Managing Multiple Locations
If you have multiple restaurants:
Step 1: Connect each location's Google profile
Step 2: Switch between locations using shop selector
Step 3: View location-specific reviews
Step 4: Respond from the appropriate location
Best Practices
Daily routine:
Check for new reviews
Respond to all reviews
Note any recurring feedback
Weekly:
Review analytics trends
Update response templates
Discuss feedback with team
Monthly:
Analyze rating trends
Identify improvement areas
Celebrate positive feedback