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Overview: Reputation allows venue managers to create alerts so that they can receive timely notifications tailored to specific events or criteria.

Start from: The Reputation dashboard.

Alerts

Reputation's alert system is designed to notify users when specific criteria are met, helping you monitor important metrics like customer satisfaction and reviews in real-time. With customizable options, the alert system ensures you receive timely updates to address any issues proactively. 

Create an alert

  • Navigate to Configuration > General > Alerts.
  • On the Alerts screen, select + New.

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  • A New alert window will pop up, here, you will need to follow 4 steps to create your alert:

1. General Information

  •  Assign an Alert Name*. 

  • Set the Frequency* for the alert. It can be: 

  • Configure how often alerts should be generated:
    • Daily: Receive alerts each day, providing a continuous stream of real-time data.
    • Weekly: Summarize data in a weekly alert for a broader view of customer sentiment trends.
    • Monthly: Review customer feedback over a monthly period for long-term analysis.
  • Choose the scope in Alert by*. The possible scopes are:

    • By Business Unit (BU): Calculate the metric for each BU individually in the filter.

    • By Business Unit Group: Calculate the metric for all BUs in the selected group, allowing for broader monitoring across multiple locations.

    • Per Review: Trigger alerts based on individual review criteria, giving granular control over alerts tied to specific feedback.

  • Toggle the Status button to make it active.

  • Hit the Next button.

2. Define Conditions

  • Select the Alert metrics*. You can set up alerts based on various metrics:
    • ​​​​​​​NPS (Net Promoter Score): Track customer loyalty and satisfaction by measuring the likelihood that customers will recommend your business.
    • CSAT (Customer Satisfaction Score): Monitor customer satisfaction based on recent interactions.
    • Reviews: Keep track of customer reviews across multiple platforms to understand public perception and address issues promptly.
  • For each metric, you can configure:
    • ​​​​​​​Operations*: Examples include “Greater than or equal to,” “Less than,” etc.
    • Value*: Set thresholds (e.g., a CSAT score below 3 triggers an alert).
  • Define the days Days without reply*.
  • Hit Next to advance to the following step.

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3. Apply Filters​​​​​​​

  • Set the Filters to help refine your alerts to ensure they apply to relevant data only. Key filters include:
    • Source: Specify platforms (e.g., Google, TripAdvisor, Yelp) where the reviews are coming from.

    • Language: Define language preferences to focus on feedback in specific languages.

  • Select Next to jump to the last step. 

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    4. Assign Recipients

    • Choose who receives the alerts to ensure that relevant personnel stay informed:
      • ​​​​​​​Specific Users: Select individuals who need to be notified.
      • Roles: Assign alerts to user roles (e.g., managers, customer service reps) so the relevant teams are always informed.

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    Notes: All the fields marked with the * are mandatory.

    • Once you have finished configuring the alert parameters, select Accept to save the alert. It will now appear in the alerts list for easy management and monitoring.

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