TripAdvisor has introduced an interactive portal allowing restaurants to view and respond to online reviews from multiple sources on a single outlet.
Review Hub allows restaurant owners to view consumer reviews of their business and quickly respond to them all from one convenient dashboard, whether the review was shared on TripAdvisor, TheFork, Google, Facebook, Yelp, or other major review sites.
The product displays a snapshot of ratings and reviews from multiple platforms, and lets owners click through to explore their unique review trends in more depth, so restaurateurs can see what’s working and where to improve their customer experience, TripAdvisor said.
“Few restaurant owners have time to log into each of the various restaurant sites one-by-one to respond to their diners’ reviews, so we’re excited to give them one tool to manage these reviews in less time,” Bertrand Jelensperger, senior vice president of restaurants, Tripadvisor said.
“Review Hub is the latest example of Tripadvisor’s efforts to make online restaurant marketing and management a breeze for busy owners.”
The management response shared is then automatically posted on the site or app where the review was originally submitted by the diner, making online reputation management easier and less time consuming.
“There, they can quickly respond to each review with a thoughtful management response, thank their guests for their feedback and share their side of the story,” the company said.
Set-up as a subscription based product, Review Hub is available to all restaurant owners, operators and digital marketing teams, and can be subscribed to on a monthly or annual basis, and is now available in all markets where TripAdvisor operates.
The importance of responding
According to research conducted by Ipsos MORI on behalf of TripAdvisor, 90 per cent of diners say restaurant reviews matter when choosing a place to eat.
Online reviews not only show the experiences of past customers, the company said, but also allows owners to show the best of a business to potential future customers looking for a place to eat.
The IPSOS Mori Study, which polled more than 23,000 diners worldwide, also showed that six out of ten (63 per cent) respondents said they would be more likely to book if the owner responds to most reviews.
Likewise, when a restaurant owner leaves personalised responses to reviews, more than three-quarters (77 per cent) of respondents said they were more likely to book as a result.
Featured image: iStock.com/AsiaVision