New Feature: Risk Monitoring

Risk Monitoring is a revolutionary feature on the Chatmeter dashboard. It exposes potential risks and equips you with the tools necessary for quick and decisive action. Whether it's engaging with feedback or refining your approach to risk management, this feature helps prevent minor issues from becoming major threats to your reputation.

NOTE

Risk Monitoring is exclusively to customers on the Performance package.

Key Components

• Overall Risk: Understand your current risk status immediately to direct your focus efficiently.
• Risk Categories: Dive into detailed analysis with seven distinct risk categories, complete with color-coded risk levels for easy prioritization. Integration with Reputation Reviews offers a complete view of your risk landscape. The risk categories are:
• • Discrimination
  • Harassment
  • Food Safety (industry specific)
  • Customer Safety
  • Employee Safety
  • Unfair Business Practices
  • Theft
• Top Risky Locations: Identify and target actions towards locations most vulnerable to reputation damage.

Customization and Engagement

• Filters: Customize your view with filters by account, group, location, provider, and date range, allowing for a targeted approach to risk management.
• Engagement: Directly engage with risky reviews through the dashboard, with options to tailor detection and management strategies to fit your business needs.

Enhancements

User permissions

We’ve renamed the Pulse section in user permissions to Pulse Ai for better clarity, adding two new permissions under this category to manage visibility and modification rights related to Risk Monitoring.

Promoters and Detractors UI refresh

We've refreshed the UI for what was known as Promoters and Detractors Are Saying, now rebranded to Customer Likes and Customer Dislikes.

This update is available to all users who had access to the previous functionality.

Signals response generation

We've improved the response generation process for Signals. Now, if the same question is asked within a 24-hour window, the system will provide the same exact response, enhancing consistency and efficiency in our communication.

Social Media Links for Listings enhancements

• Integration with Google and Bing APIs:
• • The system now integrates with Google and Bing APIs, allowing users to add social media profile links to their Google Maps and Bing listings.
  • Social media platforms supported include Facebook, Instagram, LinkedIn, Pinterest, TikTok, X, and YouTube.
• Differences in Platform Support:
• • Google supports adding links from social media platforms.
  • Bing limits support to only Facebook and X.
• Single Link Restriction:
• • Users can only add one link per social media provider to their listing.
  • The system proactively removes an already selected platform from the options to ensure this restriction is adhered to.
• Check for Existing Links on Google:
• • A new check has been implemented to import existing social media links added directly to Google into the Chatmeter dashboard.
  • This prevents duplication of effort for clients who have previously added links directly to Google.
  • If there's a discrepancy between a URL in Chatmeter and one already on Google, Chatmeter's entry will overwrite the existing Google link, ensuring Chatmeter remains the source of truth.
• Validation and Error Handling:
• • Minimal validation is performed on the URLs added; they must be actual URLs but do not undergo domain validation.
  • This approach operates under the principle of "garbage in, garbage out," emphasizing user responsibility for the accuracy of the input.