Reputation

Reputation Management

In this article, we’ll walk through the Reputation Management System located under the Marketing tab and explain how to monitor, respond to, and request Google reviews.

The Key Steps

1. Navigate to Reputation Management

Click the Marketing tab in the left-hand navigation menu.
Click Reputation Management.

This section connects to your Google Business Profile reviews.

2. View Review Overview & Metrics

At the top of the page, you will see:

  • Average Rating
  • Response Rate (how often you reply to reviews)
  • Total Reviews
  • Number of 5-Star Reviews

The response rate reflects how consistently you are replying to customer reviews.

3. Search & Filter Reviews

You can:

  • Search through reviews
  • Sort by star rating
  • View lower-rated reviews first
  • See all past responses

This allows you to quickly identify reviews that need attention.

4. Respond to Reviews

When a new review appears:

  • Click into the review
  • Type your response
  • Submit your reply directly from the CRM

You can also see any previous back-and-forth responses in the same section.

5. Sync Reviews

If you believe reviews are missing:

Click Sync Reviews.

This will refresh and pull in the latest reviews from your connected Google account.

6. Request a Review

Click Request Review.

You can:

  • Search for a contact by name
  • Select the contact
  • Choose how to send the request:
    • Email
    • SMS
    • Both

You will see a preview of the message before sending.

Once sent, the contact will receive a link directing them to leave a Google review.

7. Connect Google Business Profile (If Needed)

If your Google account is not yet connected:

  • The system will prompt you to link your Google Business Profile
  • Once connected, reviews will populate in this section

8. Monitor Review Notifications

New reviews will also appear in your Notifications section, allowing you to respond quickly and maintain a high response rate.

The Reputation Management System helps you:

  • Track your online reviews
  • Improve response time
  • Increase positive feedback
  • Maintain a strong online presence

If you have any questions about the Reputation Management section, please reach out to the Market Muscles Support Team.