An Overview of Reviews in ProManage

The Reviews module in ProManage provides businesses with a centralized platform to monitor, manage, and analyze customer feedback collected from Google. By consolidating all reviews into a single dashboard, ProManage enables you to track both active and inactive reviews, evaluate customer sentiment, and strengthen your brand reputation.

Key Capabilities in Reviews

ProManage Reviews is designed to provide flexibility and actionable insights through powerful review management features:

Search Reviews - Quickly locate reviews using keywords from the review text.

Date Range Filter - Narrow results to specific time periods for targeted analysis.

Review Filters - Filter reviews based on specific criteria such as rating, status, or type.

Download Reviews – Reviews within the selected date range can be downloaded.

Sorting Options - Organize reviews by Newest, Oldest, or Replied to streamline review tracking.

Summarize Reviews - Use the Summarize CTA to automatically generate condensed insights from customer reviews.

1. This feature helps businesses quickly identify recurring themes, highlight strengths and areas of improvement, and save time on manual analysis.

What is the Reviews Section in ProManage?

The Reviews section displays all reviews received for your business within the selected date range.

It is divided into two categories:

Active Reviews - Reviews currently visible on Google and accessible to customers.

In-Active Reviews - Reviews that were once visible on Google but have since been removed.

This ensures a comprehensive and accurate record of customer feedback, regardless of its current visibility.

For each review, ProManage displays:

1. Reviewer Name
2. Business Name
3. Star Rating
4. Review Text
5. Overall Sentiment of the Review
6. Attributes mentioned in the review, along with their sentiment
7. Time the review was received
8. Review Response (if provided)
9. Review Type (New / Edited)
10. Response Time

This comprehensive breakdown helps you track customer feedback, analyze sentiment, and measure response efficiency, while also maintaining visibility into reviews that are no longer publicly available.

What Does an In-Active Review Mean?

An In-Active Review refers to a review that was once public on Google but is no longer displayed there.

Even though these reviews are no longer live, ProManage stores them under the In-Active Reviews tab, allowing businesses to:

1. Track historical customer sentiment.
2. Maintain accurate reporting records.
3. Identify long-term patterns and trends.

How Does a Review Become In-Active?

Reviews can move to the In-Active tab in two scenarios:

1. Reviewer Deletes the Review - The customer who posted the review removes it from Google.
2. Google Removes the Review - The review is taken down by Google for violating its review policies (e.g., spam, offensive content, fraudulent behavior).

Why is Tracking In-Active Reviews Important?

Monitoring inactive reviews adds significant business value:

1. Historical Context - Preserve customer sentiment history, even if reviews are no longer visible online.
2. Compliance Awareness - Gain insights into reviews flagged or removed under Google’s policies.
3. Accurate Reporting - Maintain reliable performance metrics, ensuring deleted reviews are still reflected in analytics.

Benefits of ProManage Reviews

1. With ProManage Reviews, businesses gain a 360° view of customer feedback by combining both active and inactive reviews. This enables you to:
2. Understand customer perception holistically.
3. Track and analyze customer sentiment across reviews.
4. Monitor attributes and their associated sentiments.
5. Measure response efficiency and turnaround times.
6. Stay compliant with Google’s review policies.
7. Make data-driven decisions to enhance customer experience and brand reputation.

ProManage Reviews transforms raw customer feedback into actionable insights, empowering businesses to track sentiment, manage reputation, and continuously improve their operations.