Response Templates

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Make Responding to Reviews Efficiently and Consistently by Creating Templates

Save Time: Pre-written responses can be customized quickly, eliminating the need to draft replies from scratch every time.
Maintain Consistency: Templates can be crafted to reflect the brand’s voice and tone, ensuring all responses align with the company’s messaging guidelines.
Improve Efficiency: Users can easily manage and respond to customer feedback, leading to faster response times and improved customer engagement.

This could be especially helpful when handling a high volume of reviews, as it allows you to respond in a way that is both timely and professional.

A Step-by-Step Guide for Streamlined Review Responses

Following the steps below, you can create templates to make responding to reviews as seamless as possible.

Create a Template

Under the reviews section on the Marqii Dashboard, there is a tab called "Templates." Once "Templates" is highlighted, you will see an orange button in the middle of the panel called "Create Template."

Select "Create Template" to begin.

A new menu will show, guiding you through the process of creating and assigning your response template.

Template Name - This is a required field where you can assign a name to your template. Consider incorporating sentiment adjectives (e.g., positive, neutral, negative) to categorize the tone of the response, along with the subject matter. For example, you could use labels like "Food Quality," "Service," or "Promotions" to specify the context of the response. This allows for creativity in naming your templates, making it easier to identify and select the right one from a dropdown menu.
Template Content - This is where you’ll create the content for your template. In this text box, you can write the responses for the subject matter you want to add to your template collection. It’s where you can craft tailored responses that fit your brand's voice and ensure consistency across all responses. You can also include specific location information including email addresses, contact form links, phone numbers, and other forms of contact for escalation related reviews, (For locations that have different sets of contact information, those will be addressed below).

Assign to Folders/Locations

This is where you will assign your templates to all locations, specific locations, folders, or a combination of both folders and specific locations.

All Locations - This is where templates will be assigned to all locations.
Specific Locations - This is the section where you choose which location(s) or Folder(s) to add your template to. Just check the "Specific Locations" box, select "Folders" or "Locations" search, and select the location(s) or folder(s) where you’d like to assign the template.
Folders - This is the section where you choose which folders to add your template to. Just check the "Folder" box, and then select the specific folder(s) where you'd like to assign the template.

Save Template - Be sure to save your template along with the assigned folders and specific locations by clicking on "Save Template."

You have now successfully created and assigned a template.

Note: When responding to reviews, templates assigned to specific locations or folders will appear first in the dropdown menu. Templates shared with "All Locations" will be displayed after the specific location/folder templates, but only if the location is assigned to that specific folder or location template.

Response Template List - After adding a single template, you now have a list in the Reviews section under "Templates."

Applying Response Templates to Reviews

Click on the "Monitoring" tab under the "Reviews" section on the platform and select the review you would like to respond to.
Above the response textbox, there is a "+ Template" button. This will open a dropdown with all of the templates assigned to the location/folder.
Select the template that you would like to use from the dropdown menu, or you can also search for the template in the search box.

If you have more than one template that you would like to use and combine, you are able to select multiple templates from the dropdown menu. Keep in mind that the template will insert where your cursor is positioned in the text box.
Once you're satisfied with the response, click "Reply" to submit.
If you would like to save your response for later, click the arrow and select "Save Draft."

Personalizing Response Templates with Smart Fields

Refine - Simplify the personalization of review responses by adding smart fields.
Optimize - Automatically insert specific details into templates, such as the reviewer's name, location, city, and phone number, based on the matching review location’s information.
Tailor - Personalized response templates show reviewers that you’re engaging with their feedback, making them feel heard and valued while enhancing the overall response experience.

A Step-by-Step Guide to Adding Smart Fields

Following the steps below, you can add smart fields to your templates and make your responses more personalized.

Add a Smart Field

Under the "Templates" tab, select the template you want to edit. Place your cursor in the text box where you'd like to add a smart field, then click the "+ Smart fields" button.
Multiple smart fields can be added for each template including review author, location city, location state, and location phone number.

Once you're happy with your template and the placement of your smart fields, select "Save Template."

Overview of Available Smart Fields

Review.Author - The name of the person who wrote the review.
Location.City - The city of the location related to the review you're responding to.
Location.State - The state of the location related to the review you're responding to.
Location.PhoneNumber - The phone number of the location related to the review you're responding to.

Application of Smart Fields in Templates

When you respond to a review using a template with smart fields, the smart fields will automatically populate with the relevant information from the review.
This saves you time by eliminating the need to manually input location details.