Adopt a proactive stance in safeguarding your business's reputation in the digital world with Risk Monitoring.
This essential tool navigates the complexities of online feedback and effectively manages potential risks. A single negative review can significantly impact your brand in today's fast-paced digital environment. Our advanced Risk Monitoring feature, backed by artificial intelligence, is designed to identify, categorize, and manage risky reviews to ensure your brand's success.
NOTE
Risk Monitoring is exclusive to customers on the Performance package.
Follow these steps and best practices to effectively utilize Risk Monitoring and bolster your brand's online reputation. This proactive approach ensures strategic risk management, rather than simply reacting to threats, helping to maintain a positive and secure online presence.
Accessing and Understanding Risk Monitoring
Risk Monitoring is accessible from your Chatmeter dashboard under Pulse AI > Risk Monitoring. This feature is your central hub for identifying and addressing risky reviews with precision and strategic insight.
Risk Levels Defined
Risk Monitoring categorizes reviews into three color-coded categories based on the level of risk they represent:
- Red: Signifies an increase in risky reviews compared to previous periods, highlighted with a red indicator.
- Yellow: Represents risky reviews but is consistent with the volume of previously observed reviews. These are marked with a yellow indicator.
- Green: Indicates zero risky reviews. The dashboard will display a green indicator alongside the number zero.
Overall Risk
This is your starting point for assessing the current risk status, highlighting areas that need immediate attention.
Risk Categories
Dive deeper into specific feedback types with seven distinct risk categories (including the newly added theft category) color-coded to signify varying levels of concern. These categories enable a detailed analysis of potential issues, helping you understand and prioritize responses effectively. Risk categories include serious concerns such as harassment, discrimination, customer and employee safety, unfair business practices, theft, and, for specific industries, food safety.
Top Risky Locations
Identify which locations generate the most significant concerns, allowing for targeted interventions. The feature displays the top 10 locations with the most risky reviews. It includes counts of unresponded reviews, types of risks, and a time series graph for trend analysis.
User Permissions
Two new user permissions have been introduced:
- View Risk Monitoring: Controls visibility of the Risk Monitoring feature.
- Modify Risk: Determines whether a user can mark reviews as not risky or change their category.
By default, reseller admins, account admins, and location admins can access both permissions. Permissions can be adjusted in the Settings > User Roles section. See Managing LocationHQ Role User Types for more information.
Best Practices
Implementing best practices in managing online reviews is essential for safeguarding your brand's reputation and minimizing potential risks.
- Prioritize Response to Risky Reviews: Addressing reviews categorized as red or showing a significant number of risky reviews is crucial to prevent potential damage to your brand's reputation.
- Use Categories to Focus Efforts: The detailed categorization of risks helps you focus on areas most impactful to your business. Pay particular attention to new categories like theft and ensure you fully utilize the system's capabilities to monitor these risks.
- Keep Filtering for Precision: Regularly use filters to focus clearly on the most relevant and current risks. This approach ensures that you are constantly dealing with the most pressing issues.
- Stay Engaged with Updates: As Risk Monitoring evolves, keep up-to-date with new features, categories, or system changes to make the most of this powerful tool.
- Monitor and Adjust Permissions: Be mindful of user permissions, particularly with the new "view risk monitoring" and "modify risk" options, to ensure your team can effectively manage risks while safeguarding against unauthorized changes.
By implementing these practices, you can ensure your risk management strategies are proactive and responsive, keeping your brand's integrity intact.
Customizing with Filters
Leverage filters to hone in on specific data, from time frames to review sources, focusing your efforts where they matter most. Global filters allow for an even finer degree of tuning, enabling you to segment responses by various criteria such as sub-account, location, provider, group, or date range. This feature is vital for efficiently managing risk across different parts of your business. For detailed guidance on using filters, refer to Filtering and Sorting.
You can filter reviews by:
- Account, group, or individual location
- Specific providers
- Date range (Only the last 3 months of reviews undergo risk monitoring by default, but all new 1 and 2-star reviews will be included.)
NOTE: Alongside existing categories (discrimination, harassment, customer safety, employee safety, unfair business practices, and theft). The Food Safety category is exclusive to accounts in relevant industries. All users will see six categories by default, with food safety verticals accessing a seventh category.
Managing Risky Reviews
Harnessing the power of Risk Monitoring enables you to effectively manage and mitigate risks associated with reviews that could potentially harm your brand. This section guides you through leveraging Risk Monitoring to engage with risky reviews and refine your risk management strategies.
Key Features for Actionable Insights
- Direct Engagement: Utilize Risk Monitoring's intuitive interface to interact with risky reviews directly. This allows for prompt resolution, safeguarding your brand's reputation.
- Strategic Adaptation: Based on the insights acquired, adjust your risk management tactics to suit your operational needs better. The system's adaptability ensures your strategies remain effective and current.
Taking Action on Reviews
NOTE: The Actions menu is specifically for users with access to Risk Monitoring.
You can use the Actions menu to add tasks, tags, and notes, filter by the location of the review, and reassign the risk.
Respond to Risky Reviews
Your goal should be promptly addressing the issue to mitigate any potential risk.
- On the Reputation Reviews page, select the review in question.
- Respond to the review using by typing in your response, or you can use the AI Responder or Templates (pre-defined response template).
AI Responder example
Templates example
NOTE: If you used AI Responder to respond to the review, you have the option to Report Response. - After you’ve added your response, click Publish.
Adjust Review Classification
If a review is incorrectly marked as risky, you can change it to maintain an accurate and responsive reputation management system.
- On the Reputation Reviews page, select the review in question.
- Click the Actions menu to modify its status or reclassify it to a more fitting risk category.
Assign Actions to a Review
- On the Reputation Reviews page, select the review in question.
- Click the Actions menu to add tasks, tags, notes, or assign a risk. You can also filter by the location of the review you’re viewing.
NOTE: If you used AI Responder to respond to the review, you have the option to Report Response.
Setting up Notifications
Risk Monitoring offers customizable notifications to inform you about new risky reviews. See Chatmeter Notifications for more details.
- Click the Settings icon, go to Notifications and click Create Notification.
- Under the Review Receive event, select the Risk option.
- Select the specific risk categories you wish to be notified about and your notification preference (pop-up, email, or both).
- Click Save.