Manage and respond to your customers' business reviews on Google My Business page
Updated
Interact with customers through their reviews and questions on your Google business page and address their problems upfront via Care Console.
You can add your Google business page in Sprinklr Self-serve and manage your online business presence across Google.
Adding your Google My Business to Modern Sprinklr Self-serve lets you manage and provide a complete resolution to the customer reviews received on your business page. Sprinklr Self-serve helps you automatically convert all the relevant reviews with different ticket creation rules into tickets and provide instant resolution via Care Console.
For example, suppose you wish to convert only those reviews or questions into tickets related to service hours. In that case, you can set the keyword condition to track and convert those messages into tickets.
To add a Google My Business account in Sprinklr Self-serve
Log into Sprinklr Self-serve as Admin. Click the Settings icon on the left Navigation Bar.
On the Settings window, select Google My Business under Social & Reviews.
Click Add Google My Business Page in the top right corner of the Google My Business window.
You will be redirected to the Login page, where you will need to provide your Google login credentials and click Login.
Once you have added the account, you need to approve permission by clicking Allow to fetch data and let Sprinklr take action.
Select the business location(s) you want to add and respond to via Sprinklr Self-serve. Click Add.
Once the location is added, you will be redirected to the Google My Business window in Sprinklr Self-serve. Here, you will be required to set ticket creation rules for upcoming tickets.
Hover over the Vertical Ellipsis icon alongside the added Google My Business account and click Edit.
On the Set Ticket Creation Rules window, configure your ticket creation rules. For more information, see Configure Ticket Creation Rules.
Once done, click Save in the bottom right corner.
To configure ticket creation rules
Step 1. Convert Reviews into Tickets
Step 2. Convert Questions into Tickets
To manage Google My Business tickets via Care Console
On the Sprinklr Self-serve Home window, click the Tickets icon on the left Navigation Bar.
Select the desired Google My Business ticket from the Ticket Stream.
Navigate to the Reply Editor to start a conversation with your customer.
To deactivate a Google My Business account
On the Google Business Location window, hover over the Vertical Ellipsis icon alongside the desired Google Business Location account and select Deactivate and the account will be deactivated.
To delete an existing Google My Business account
Hover over the Vertical Ellipsis icon alongside the desired Google Business Location account and click Delete.
Click Delete on the Delete Google Business Location Account confirmation pop-up window.