Getting Started With SocialPilot Reviews

Introduction

Welcome to SocialPilot Reviews! This guide will walk you through setting up your account and leveraging the platform to manage your online reputation effectively. Here’s how you can get started with SocialPilot Reviews to enhance your online presence and engage directly with customer feedback.

How to Sign up on SocialPilot Reviews?
How to Connect Your First Brand?
How to Set up Custom Emails for Your Brand?
How to Add Brand Locations on SocialPilot Reviews ?
How to Add Contacts on SocialPilot Reviews?
How to Create Your First Campaign?
How to Send SMS-Based Review Requests Through Twilio?
How to Add Team Members on SocialPilot Reviews ?
How to Manage Reviews and Feedback?

Follow the simple steps below to create your SocialPilot Reviews account.

Go to the SocialPilot Reviews Website sign-up page and fill in these details:

First name
Last Name
Business Email
Password (ensure it meets the specified requirements for strength and security)
Business Type
Phone Number

Once you have entered all required information and reviewed the terms, click the Sign-Up button to complete the sign-up process.

Congratulations! You have successfully signed up for SocialPilot Reviews.

You are now logged in to your account and begin exploring the features and tools available to manage your online reputation. If you are an existing SocialPilot user, you can switch to the Reviews tab in the top left corner.

How to Connect Your First Brand?

The first step to using SocialPilot Reviews is to connect your brand account to the platform. A brand account represents your business identification.

Let's connect your first brand on SocialPilot Reviews:

From the panel, select the Setup, located on the bottom of the panel, and then on Brands. You will see a screen that looks like this.

Since you have not connected any brand yet, click on Add Brand.

Enter the brand logo, name, and location details. In the location details, specify if the brand has a single location or multiple locations.

For single location: Fill in all the details such as Brand Name, Location Name, Website, Country, Address, City, State, Zip Code, and Tags.
For multiple locations: Specify the brand has multiple locations and then add the location details later from 'Setup'.

✔️ You can have multiple brands, which is particularly useful for agencies managing multiple businesses for different clients.

After entering all details, connect the brand to the review platform.

For Google Business Profile, click on the Connect button.
A window will appear. In this window, sign in with your Google account or pick an account that is already linked.
Follow the same steps for Facebook. You can also Import your GBP and Facebook account if it is already linked from your existing SocialPilot account.
If you want to connect to any other review platform, click on Add Link from Custom Link.
You will see two sections- one with a list of review platforms and one asking you to add the review link.
Select the platform and add the URL where you wish to direct customers to leave reviews or feedback.

Check all entered information for accuracy, then click on Save to save your brand.

Note: Users on Starter plan can add one brand and one location while users on Pro plan can add 3 brand and 3 locations along with unlimited add-on locations.

How to Set up Custom Emails for Your Brand?

You can set up a custom email to personalize your email communication. Though it is an optional step, it is highly recommended as it personlizes the sender’s email address, enhances professionalism, and generally reduces the likelihood of your emails landing in the spam box.

Follow the steps to set up custom emails for your brand:

Specify the name that will appear as the sender.
Provide the email address you want to use.
Add an email address for replies.
Follow the verification process (displayed on the screen) to confirm your custom email.

To get a detailed breakdown of how to set up a custom email for your brand, read this.

How to Add Brand Locations on SocialPilot Reviews?

To add new locations on the platform, follow these steps:

On the dashboard, find the sidebar menu and click the Locations tab.
Now, you will have two options - Add Location and Manage Location.
Click the Create Location button. Now, fill in the details of your location just like you did while adding a brand.

Voila! You have now added brand locations on SocialPilot Reviews.

How to Add Contacts on SocialPilot Reviews?

Contacts are the recipients of your outreach campaigns, primarily review requests.

Here is how you can add contacts to the SocialPilot Reviews platform:

On the dashboard sidebar, locate and click the Contacts. Select Create Contact to start adding a new entry.
Fill in the following details:

First Name
Last Name
Email
Phone Number
Tags
Associated Locations

After filling in the details, click on Save to add the contact to your database. The new contact is now ready to receive communications and contribute to the data pool used for campaigns.

You can also bulk-upload contacts, as it is an efficient way to quickly fill out your contact list with hundreds and thousands of entries at once.

Go to the Contacts tab on the dashboard sidebar and click on the Bulk Upload Contacts option to proceed.

🚨Before beginning the upload process, prepare a CSV (Comma-Separated Values) file with all your contact information organized into columns such as first name, last name, email, phone number, and tags. Ensure that:

Each contact is in a separate row.
The first row contains column headers.
Email or phone number fields are filled out as they are essential for contact identification.

Now, choose the location for which you want to upload contacts from the drop-down menu labeled Select Locations for which you want to upload contacts.
Click on your desired location. You will see a drag-and-drop area on the bulk upload page with an option to browse your computer files.
Drag the CSV file into the upload area or click Browse to select the file manually.
Once uploaded, SocialPilot Reviews will provide a preview or a summary of the uploaded contacts for review.
Once the data is validated, you have to confirm the upload.

SocialPilot Reviews will process the file and add the contacts to your account's database. After the upload, you can go to the contacts section to see all the newly added contacts.

Note: Users, regardless of the plan they are on, can upload as many as contacts they wish to.

How to Create Your First Campaign?

Creating a campaign requires a thorough setup process to ensure effective outreach.

Follow the steps below to create your very first review campaign on SocialPilot Reviews:

Go to Campaigns > Create Campaign.
Assign a descriptive name and choose the target location.
Enable Intermediate Feedback. It allows customers to provide feedback before posting a public review, helping to filter negative responses. However, this is an optional step.
Set the start date, time zone, and daily contact limit.
Choose contact enrollment: Automatic (new contacts auto-enrolled) or Manual (you decide who gets enrolled).
Set criteria for unenrollment (e.g., when a review link is clicked).
Customize the campaign’s branding by adjusting colors and adding your logo.

Adding and Managing Contacts:

Contacts from the selected location are automatically included.
Contacts under the Contacts tab. Check their status: Enrolled, Exited, or Bounced.
Add new contacts manually.

Setting Up Workflow:

Personalize elements like sender name and reply-to email.
Add Email or SMS steps, and set up reminders.
Use the built-in spam detector to ensure messages are delivered to the inbox.
Launch:
Preview and test the campaign before launching.
Click Launch to start sending requests according to your schedule.

The next step is to choose your campaign medium (text, email, or both).

For emails, specify the sender's name, reply-to address, subject line, logo, button color, link choice (Facebook or Google Business Profile), and text color, and write the email body.
Text campaigns require selecting a link and sender information and creating the message body with options to personalize.
Preview your campaign before launching. If everything you have set up is good to go, click on launch. Your review campaign is now active and running

How to Send SMS-Based Review Requests Through Twilio?

To send SMS messages through SocialPilot Reviews, you need to integrate Twilio, a cloud communications platform that provides APIs for SMS and other messaging services.

Here is how you can set up Twilio integration within SocialPilot Reviews:

Enter your Twilio Account SID and Auth Token from the Twilio Console. These credentials are necessary to reach out to their customers via SMS, requesting reviews and feedback.
Once Twilio is integrated, you can create text campaigns with sender IDs.

Note: There is no limit to the number of campaigns you can create, regardless of your plan. However, if you run out of email credits, the campaign will be paused until you add more. This applies to both Starter and Pro plan users.

For SMS-based campaigns, SocialPilot Reviews integrates with Twilio. If you're using a free Twilio account, there is a limited number of SMS messages you can send. With a paid Twilio plan, the number of SMS messages you can send depends on the plan you’ve purchased.

How to Add Team Members on SocialPilot Reviews?

Let us now see how to add team members on SocialPilot Reviews to efficiently manage all your review campaigns and feedback.

To add team members, you have to click on the profile in the top-right corner and then on Users.
Upon clicking on the Users, now, on the top, locate Invite User and click on it.
In order to invite others and create a team, your access role needs to be either Account Owner or Admin. You can add members and assign them roles of Admin, Manager, or Client.

The admin can add new users and has all permissions except billing.
The manager can manage locations, campaigns, and reviews.
The client can view and comment on posts and connect new accounts.

Now add the email IDs of people you want to add as team members and assign them the role you want to give them - Admin, Manager, or Client. After this click, click on Send Invite.
If you are also a SocialPilot user, your Invite User screen will display options for both SocialPilot and SocialPilot Reviews.
If your team members already use SocialPilot and you want to give them access to Reviews, too, click on Edit next to their names, go to SocialPilot Reviews, click Edit again, and assign them their roles.

👉 If you select the campaign check box for clients, they can manage the campaigns that are running.

👉 Note

On the 'Invite User' you can click on the arrow beside it to either send a direct SocialPilot Client Invite link by clicking the copy button, or you can edit it to send it to the client.
You can invite as many team members as you want on SocialPilot Reviews.
You can invite team members for SocialPilot and SocialPilot Reviews from either of the platforms, too.
While assigning roles to the manager and client, you can select all the brands and their locations you want them to have access to.

How to Manage Reviews and Feedback?

It is time to manage all the reviews and feedback you have received on review platforms.

Follow the steps below to manage them efficiently:

To start managing all your reviews and feedback, go to the dashboard, click on the Reviews tab, and then on Reviews.
You will now see a list of your locations on the left panel. Select the location you wish to manage reviews for.
You will see a list of all the reviews from GBP and Facebook in one place. Use the refresh button on the top to see all the new reviews. From this place, you can reply to each one of them.

Directly write personalized responses to reviews from the dashboard. You can also enhance replies with images, emojis, and GIFs for Facebook reviews.

Alternatively, you can also use AI for responses. Click on Reply with AI to generate replies. If you are not satisfied with the output, you can edit the AI-generated replies to adjust length, grammar, or tone as necessary.

Now click Send to post your reply.

You may sometimes want to filter all the reviews. For that you can use the search and filter option.

Searching and Filtering Reviews

Use the search bar at the top of the Reviews Inbox to find specific reviews by keywords or reviewer names. You can select a date range to view reviews from a specific period up to the past one year.

The filter button can be applied to reviews to filters such as tags, locations, sources, ratings, recommendations, reply status, and review content.

Tags help categorize and organize reviews. Click Add Tag below any review to assign tags based on your preferences.

Location: Shows reviews from specific locations.
Sources: Identifies the medium of the review, like Facebook or GBP.
Ratings and Recommendations: Filter by user ratings and whether your business was recommended.
Reply Status: Shows whether a review has been responded to.
Review Content: Sorts reviews that include text feedback from those that are ratings only.