SmartMoving's Online Reputation Management (ORM) tool is designed to streamline the process of managing and responding to online reviews across multiple platforms, managing your business’ listings, social media content, Crew Scoreboard, and automations. It offers a single interface to update business information, automate responses, and manage reviews, helping moving companies maintain their online reputation efficiently. This tool is currently in beta, but once fully launched, it will allow moving companies to handle their online reputation more efficiently, saving time and effort.

Centralized Review Management

Review Responses

Automation and AI Tools

Notifications and Communication

Social Media

Scoreboards and Incentives

In order to configure your ORM tool, you must first connect your social media accounts.

At the moment, users cannot directly connect their Instagram or X accounts to SmartMoving. Instead, a member of SmartMoving's Customer Success team will complete the process on your behalf. There are two ways to provide access to your Customer Success representative:

How to Check if Your Instagram Account is a Business Account

Switching to a Business Account on Instagram

If your Instagram account is personal, you can easily switch to a Business Account:

There are many settings to configure within the Marketing Module and within Marketing Settings so that you can make the most of this incredible new SmartMoving add-on.

Keep your business details consistent and accurate across the web with ease. By updating your information in SmartMoving’s Listings tool, you ensure that every platform reflects the latest details about your business, helping to maintain your online presence and attract more customers.

Automated replies help streamline your communication with customers by allowing you to respond quickly and consistently to reviews while still maintaining a personalized touch.

Using Reply Templates ensures your team can respond quickly to customer feedback without compromising on the quality of the communication. By creating pre-written responses that can be tailored to specific reviews, you maintain consistency in your messaging and address customer concerns efficiently.

Using Reply Templates simplifies your review management process and ensures a professional, personalized touch in every customer interaction, improving both efficiency and customer satisfaction.

Ensure every customer concern is addressed promptly by automating support tickets for low-star reviews. With SmartMoving’s ticket management system, you can set triggers for reviews, allowing your team to quickly respond and improve customer satisfaction.

Stay on top of your online reputation by customizing notifications for new reviews. With SmartMoving, you can easily set triggers to alert your team about reviews from key platforms or those with low ratings, ensuring timely responses and seamless coordination across your team.

One of the key challenges in managing customer reviews is ensuring that your customers don’t forget to submit their feedback after a move. Manually following up with each customer can be a tedious and time-consuming task. With SmartMoving's Online Reputation Management (ORM) tool, we've streamlined this process by allowing you to set up automatic reminders to nudge your customers to complete their reviews.

The best part? These reminders work automatically, so you don’t have to chase down feedback manually. Different templates are available for each reminder type, giving you flexibility in how you communicate with your customers. You can customize these reminders in Settings > Marketing > Review Reminders to ensure your messages are on-brand and timed just right.

Here’s what you can enable:

By setting up these automatic notifications, you ensure that no review opportunity is missed. Customers are prompted at the right time, which increases the likelihood of receiving valuable feedback. Plus, having the ability to customize each template allows you to tailor your messaging to your brand voice.

You can enhance the customer feedback process by adding social media review buttons at the end of your post-job survey. This allows your customers to easily leave public reviews on platforms like Google and Facebook, encouraging more visibility and engagement for your business. Follow the process below to learn how you can configure the survey to include these social media buttons.

Once set up, customers who give positive feedback (e.g., 4 or 5-star ratings) in the internal review process will be presented with buttons that link directly to the social media platforms you configured. These buttons will be labeled accordingly (e.g., “Review on Google,” “Review on Facebook”).

By following these steps, you'll make it easier for satisfied customers to leave public reviews, increasing your online presence and strengthening your reputation.

The Review Screening feature in SmartMoving's Online Reputation Management tool allows you to manage customer feedback more effectively by giving you control over how reviews are submitted and handled. This feature can improve customer experience by ensuring that issues are addressed internally before prompting customers to leave public reviews, protecting your business’s online reputation.

Encouraging customers to provide feedback through a private, SmartMoving-only review before they post publicly can help identify and resolve issues quickly. By handling customer concerns internally, you can mitigate the chances of negative reviews appearing on public platforms. Additionally, if a customer submits a poor rating, SmartMoving automatically creates a customer service ticket to ensure the issue gets immediate attention.

By setting up Review Screening, you can proactively manage customer dissatisfaction, improve service recovery, and maintain a strong online reputation.

Managing and responding to reviews is an essential part of maintaining your company’s online reputation. With SmartMoving’s Online Reputation Management (ORM) tool, the Review Hub makes it easy to track and engage with customer feedback across multiple platforms—whether it's Google, Facebook, or reviews submitted within SmartMoving. Responding promptly and thoughtfully to reviews can enhance customer relationships and demonstrate your commitment to excellent service.

Here’s how you can efficiently reply to reviews within SmartMoving’s ORM tool:

If a review doesn’t correspond to a specific job but is still valuable for assessing team performance, use the Add Crew button to assign the review to a specific crew member. This will reflect on the crew member’s performance metrics and update their scoreboard, helping you track individual contributions and performance across your team.

By using SmartMoving’s ORM tool, you can manage reviews efficiently, respond to customer feedback across multiple platforms, and gain deeper insights into how your service is perceived. This not only saves time but also strengthens customer relationships and improves your overall online reputation.

The Listings Management feature in SmartMoving's Online Reputation Management tool provides a centralized hub for keeping your business information accurate and consistent across all online platforms. This powerful tool ensures that essential details like your business hours, phone numbers, and addresses remain up to date, helping to boost your online presence and save time by eliminating the need for manual updates across multiple websites.

Having accurate and consistent business information across platforms helps potential customers find and trust your business. Any discrepancies in your details can lead to confusion or missed opportunities. With Listings Management, all updates made within SmartMoving are automatically synced across all platforms, so your information stays uniform everywhere customers search for you, including major platforms like Google, Facebook, and Yelp.

How to Use the Listings Feature:

By using Listings Management, you can avoid inconsistencies that could harm your brand and ensure that potential customers always have the correct details when they find your business online.

SmartMoving's Online Reputation Management (ORM) tool includes robust Social Media Management functionality, making it easy for businesses to manage their social presence across multiple platforms. Let’s dive into an overview of the key features.

Multi-Platform Post Creation and Scheduling

Managing your company’s online reputation across multiple platforms can feel like juggling too many things at once. In the past, you may have had to switch between different apps—logging into Facebook, then moving to Google, and finally hopping over to Instagram to post updates. This process is not only time-consuming but becomes even more overwhelming if you’re managing multiple branches within your company. Each platform has its own login, interface, and workflow, which makes keeping track of all your content and schedules a challenge.

With SmartMoving's new Online Reputation Management (ORM) tool, you can say goodbye to the hassle of platform-hopping. Our tool allows you to create posts and schedule them across multiple platforms directly from the SmartMoving dashboard. Whether you’re posting updates for a single location or multiple branches, everything is managed in one unified space. This means less time spent switching between apps and more time focusing on growing your business.

By centralizing your post creation and scheduling, you can keep your messaging consistent across all platforms without the headache of managing each one individually. It’s a seamless experience that saves time and reduces the chances of missing a post deadline.

The multi-platform post scheduling feature allows you to:

This feature is especially useful for businesses with multiple branches. No longer will you need to log in and out of each branch's individual account or struggle with inconsistent branding across platforms. The ORM tool takes care of everything in one place, making your job easier and more efficient.

In addition to post creation, users can schedule posts for future publishing. The interface displays all scheduled posts in a clean, chronological list, with the most recent posts appearing at the top. From this list, users can easily manage scheduled content by modifying, deleting, rescheduling, or posting immediately.

AI-Assisted Content Creation

One of the most powerful features of the ORM tool is the integrated generative AI, designed to assist users in crafting social media content quickly and efficiently. Users can leverage the AI to generate topic ideas and auto-create post content. If a suggested topic resonates, the AI will generate draft content for the post, which can be inserted directly into the editable post form.

The AI-generated content can be revised as many times as needed by clicking the "regenerate" button, allowing users to fine-tune the message without starting from scratch. While the AI drafts content, users retain full control over the final wording and can edit the post as necessary.

Post Deletion and Modification

SmartMoving’s ORM tool allows users to manage their scheduled and drafted posts with ease. If a scheduled post needs to be deleted, users can simply click the delete button, which instantly removes the post. Similarly, modifications can be made to scheduled posts before they go live, ensuring that any last-minute changes are reflected.

Character Limit Validation

To further enhance ease of use, SmartMoving includes a character limit tracker for each social platform. When creating a post, a real-time character count is displayed next to the post, showing how many characters have been used out of the platform's limit. If the content exceeds the platform’s character limit, the tool highlights the issue by flagging the over-limit section in red and prevents the post from being submitted until it is adjusted to meet the platform's requirements.

This comprehensive approach to social media management within the ORM tool streamlines the process of creating, scheduling, and managing posts, while ensuring that all content meets platform-specific guidelines. By utilizing AI-driven content suggestions and enforcing character limits, businesses can maintain an active and consistent social presence across multiple platforms with minimal effort.

The Crew Scoreboard feature in SmartMoving’s Online Reputation Management (ORM) tool automatically ranks crew members based on customer feedback via review ratings, helping you track performance and incentivize quality service.

Overview of the Crew Scoreboard

To access the Crew Scoreboard, navigate to the Marketing module and select Scoreboard. At the top of the Crew Scoreboard page, you’ll find key metrics that highlight the top-performing crew members based on a specially calculated average rating. This calculation isn’t just a simple average; it considers the number of ratings each crew member has received. This ensures that a crew member with only one five-star rating won’t outrank another who has consistently received four-star ratings across many jobs.

The crew member ranked at the top is determined by this carefully weighted average for the current month. If two crew members happen to have the same weighted average, they will be listed alphabetically. This approach ensures a fair and accurate representation of performance, so larger data sets are appropriately valued over smaller ones.

The default time period for displaying crew performance data is set to the first of the current month—meaning that any metrics shown only represent the current month up to today's date. This default can be modified, although the metrics at the top will continue to display data for the current month.

Crew Member Ratings Breakdown

The scoreboard ranks each crew member according to their SmartMoving Only (internal) and Public (external) ratings. These ratings are displayed in the following format:

Positive public ratings (four stars or higher) are highlighted in green, while those below four stars appear in red, allowing for quick visual differentiation between high and low reviews.

You can sort the list of crew members by any of the available metrics—such as rank or name—making it easy to customize your view. Additionally, you can filter the data to display SmartMoving Only, Public only, or both types of reviews, and search by a specific crew member’s name. You can also filter the table by a specific date range.

Crew Profiles and Detailed Metrics

By clicking on a crew member’s name, you can view a detailed Crew Profile in a side panel. This includes:

In addition, the Crew Profile displays associated reviews, which you can sort by positive or negative feedback, and even click to view the review in the Reviews Inbox. This ensures you can easily access relevant reviews for each crew member, giving more context to the ratings shown.

Crew Scoreboard Access Without ORM

For customers who do not have the ORM feature enabled, the Crew Scoreboard will only display SmartMoving Only ratings. All columns related to Public reviews will be blurred out. Attempting to filter by Public ratings or access external data will prompt a message encouraging you to upgrade your plan to unlock these features.

With the Crew Scoreboard, businesses can continuously monitor and improve their service by identifying top performers and addressing areas of improvement, while also providing incentives for crew members through the integrated bonus system.

SmartMoving’s Online Reputation Management tool will make it easier than ever for moving companies to manage their online presence and respond to customer feedback. With its centralized review hub, AI-driven tools, and upcoming features like scoreboards and social media posting, the ORM tool is designed to save time, improve workflow, and provide valuable insights into customer satisfaction.