π‘ Efficiently manage your customer feedback by navigating the moderation dashboard and utilizing specialized views for issues, new activity, and comprehensive search tools.
Key Summary
- Learn how to access specialized moderation dashboards: Manage all reviews, Manage issue reviews, and Manage new reviews.
- Understand how to monitor critical issues like negative trends and flagged reviews for proactive customer service.
- Streamline your workflow for pending rewards and comments using the new reviews dashboard.
- Utilize comprehensive search, filter, and sorting features to manage your entire review database.
This article provides a detailed overview of the core components within the CREMA review moderation dashboards. It will guide you through navigating the three specialized management views and effectively using robust tools for searching, filtering, and sorting your customer reviews to ensure precision and ease in your operations.
In this article
- Navigation to moderation dashboards
- Understanding specialized management views
- Searching, filtering, and sorting reviews
STEP 1. Navigation to moderation dashboards
To access the moderation dashboards, navigate to the Review tab and proceed to Review management. You can then select from three specific menus based on your current management focus.
You can customize the visibility of various components within these dashboards by clicking on the Column setting option, located on the right side of the page.
STEP 2. Understanding specialized management views
CREMA provides three distinct dashboards to help you prioritize tasks and manage customer feedback more effectively.
1. Manage all reviews
This menu provides a complete overview of all reviews submitted to your store. It includes the full suite of search and filter tools formerly found in the 'Reviews&rewards' menu, allowing you to manage the entire lifecycle of your review data.
2. Manage issue reviews
This dashboard is designed for immediate crisis management and proactive customer care. You can monitor:
- Negative trends: View recent negative reviews (Pending/All) and analyze the negative review rate trend.
- Flagged content: Track flagged reviews and the number of flags per 10,000 reviews.
- Specific keywords: Monitor reviews containing specific keywords that require attention.
- VIP management: Identify negative reviews from top-spending customers to prevent churn.
3. Manage new reviews
Focus on your daily workflow and engagement with this dashboard. It allows you to quickly manage:
- Pending actions: Easily identify reviews awaiting rewards or comments.
- New content: See recently written reviews and first-written reviews for products.
- Highlights: View AI top-rated reviews and overall monthly review trends.
STEP 3. Searching, filtering, and sorting reviews
The moderation dashboards (primarily Manage all reviews) offer a comprehensive suite of tools to help you locate and organize data with precision.
1. Search
Utilize the Search bar to locate specific entries by Customer ID, Name, Phone number, Product name/ID/number, Review/Order ID, or specific Review contents.
2. Filters
Apply Filters to narrow down reviews based on Submission date, Fulfilled date, Commented date, Payment date, and Order date using predefined or custom ranges.
3. Advanced Filters
Use Advanced Filters for granular control, including Review types, Submission source, Order status, Tags, Categories, and Comment status.
4. Sorting
Arrange your reviews by Date (newest/oldest), Most helpful, Lowest ratings, or Recently fulfilled to prioritize your management tasks.
Frequently Asked Questions (FAQ)
Which dashboard should I use to handle customer complaints?
π You should use the Manage issue reviews dashboard. It specifically categorizes negative feedback, flagged reviews, and issues from high-spending customers, allowing you to respond immediately.
How can I quickly find reviews that still need rewards issued?
π The Manage new reviews dashboard is the best place for this. It features a specific section for Pending rewards, making it easy to process them in bulk.