‎Manage and respond to your customers' business reviews on Google My Business page

Manage and respond to your customers' business reviews on Google My Business page

Updated

3 months ago

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

Rules	Description
All Public Reviews	Converts any comments initiated by any viewer on your channel into tickets. You can reply to these tickets directly from the portal, and they will reach the commenter as replies.
All Engageable Reviews	Converts only engageable comments identified by Sprinklr AI into tickets. Sprinklr employs the industry’s most Self-serve AI and machine learning to pull engageable comments out of the noise and convert them into tickets.
Only Manually Filtered Reviews	Allows you to set conditions to define the rules to segregate the tickets. Keyword Sentiment For example, if you wish to convert only those comments into tickets with the keyword “Help” in them, you can set the “Keyword” condition, i.e., Keyword contains Help.

Type of Ticket	Description
Sentiment	Choose a sentiment such as positive, negative, or neutral.
Keyword	Enter the desired keyword.

Step 2. Convert Questions into Tickets

Rules	Description
All Public Questions	Converts any questions initiated by any customer on your Google Business page into tickets. You can reply to these tickets directly from the portal, and they will reach the customers as replies.
All Engageable Questions	Converts only engageable questions identified by Sprinklr AI into tickets. Sprinklr employs the industry’s most Self-serve AI and machine learning to pull engageable questions out of the noise and convert them into tickets.
Only Manually Filtered Questions	Allows you to set the following conditions to define the rules to segregate the tickets. Keyword Sentiment For example, if you wish to convert only those questions into tickets with the keyword “Help” in them, you can set the “Keyword” condition, i.e., Keyword contains Help.
Enable Undo Send	If enabled, you will have the option to undo the replies you sent mistakenly.

Type of Ticket	Description
Sentiment	Choose a sentiment such as positive, negative, or neutral.
Keyword	Enter the desired keyword.

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.
Note:
The new brand replies to customer reviews or questions will replace the previous brand replies.

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.

Support Channels

Sprinklr Self-Serve Help Center