Managing and responding to customer reviews is a critical part of maintaining a strong online reputation. SmartMoving’s Online Reputation Management (ORM) tool makes this easy by centralizing reviews from multiple platforms into a single inbox, allowing you to respond quickly, stay organized, and keep your team aligned.
Accessing the Reviews Inbox
All reviews are managed from the Reviews Inbox.
To access it:
Navigate to the Marketing module
Select Reviews
This opens a centralized list of all customer reviews across supported platforms.
What You’ll See in the Reviews Inbox
The Reviews Inbox displays feedback from:
Google reviews
Facebook reviews
SmartMoving Only (internal) reviews
Each review includes key details such as:
Star rating
Review content
Platform source
Job and crew association (when available)
Processing status (processed or unprocessed)
Viewing Review Details
To view a full review:
Click on the review in the inbox
Review the customer feedback and related job or crew details
Linking reviews to jobs and crews provides valuable context and helps track performance accurately.
Responding to Reviews
Replying to Public Reviews
For Google and Facebook reviews:
Click Reply on the review
Enter your response or select a reply template
Send the reply
Responses are automatically synced to the original platform, so you don’t need to log in separately.
Replying to SmartMoving Only Reviews
For internal SmartMoving reviews:
Responses are sent via email to the customer
Replies are managed directly within SmartMoving
This allows you to follow up with customers privately when feedback is not public.
Using Reply Templates and AI Tools
When replying to a review, you can choose from multiple response options:
Manual replies written from scratch
Reply templates for fast, consistent responses
AI-generated replies, which analyze the review and suggest a response you can edit before sending
These tools help save time while maintaining a professional and personalized tone.
Managing Review Status
Processed vs. Unprocessed Reviews
New reviews are marked as Unprocessed until action is taken. Once you reply or manually update the status, the review can be marked as Processed.
Keeping your inbox up to date helps ensure no feedback is missed.
Bulk Marking Reviews as Processed
If multiple reviews have already been handled, you can mark them as processed in bulk:
Go to Marketing > Reviews
Apply any filters (date, branch, rating, etc.)
Click the hamburger menu
Select Mark all reviews as processed
This allows you to quickly clear your inbox without opening each review individually.
Creating Customer Support Tickets from Reviews
When a negative SmartMoving Only or public review is received, you can create a customer support ticket directly from the review.
Click Create Ticket on the review
The ticket will be linked to the associated job or customer
Support teams can address the issue promptly
Tickets can also be created automatically if review-based rules are configured.
Linking Reviews to Jobs and Crews
SmartMoving automatically links reviews to jobs and crews whenever possible.
If a review is not linked automatically:
Use Add Job to associate it with a specific move
Use Add Crew to assign the review to a crew member
Linking ensures reviews contribute accurately to reporting and crew performance metrics.
Best Practices for Managing Reviews
Respond to reviews promptly to show engagement
Personalize template and AI responses before sending
Address negative feedback professionally and constructively
Keep your inbox clean by marking reviews as processed
Use review insights to improve operations and customer experience
What’s Next?
Once you’re comfortable managing reviews manually, you can further streamline your workflow by setting up:
Automated review replies
Reply templates
Review notifications and reminders
AI-powered review insights
These features are covered in separate setup articles.