Skip to main content

Google My Business - STILINGUE Smart Care

  • Updated

Index:

  1. Introduction
  2. How it works 
  3. Response
  4. Edited reviews

Introduction

Understand how this user response channel works within STILINGUE and expand your analysis possibilities.

Google My Business (GMB) focuses on the location of commercial points, aiming to assist users in finding and updating information about a particular establishment. Businesses from all sectors can use this free Google tool to manage their online presence, both in search and on Google Maps. 

In addition to geolocation features, companies can publish photos, business hours, respond to interactions, collect user satisfaction through ratings, and access comments. STILINGUE provides the convenience of responding to these users and categorizing interactions in one place: STILINGUE Smart Care, an area developed to gather interactions from other proprietary social networks. 

 

How it works 

GMB is a specific data channel for the response and analysis area of STILINGUE Smart Care. Therefore, for an interaction to be collected, the user must evaluate a company directly on Google. This evaluation can be done in different ways. The first option (shown below) is a search-based review:

 

 

Another option is to review through Maps:

 

The collected reviews can be accessed and responded to by STILINGUE Smart Care: 

 

Note: GMB can also be selected within Listening, through the Smart Care Filter, for different classifications. 

 

Response

An important point to initiate GMB user support is to understand how the response to reviews works.

Only one response is allowed per review evaluation. This means that when a user submits a review (with or without a comment), that comment will be displayed and can be responded to, but it won't be possible to submit a new response immediately afterward. This action will be blocked, as shown in the image below: 

 

 

Edited reviews

If a user edits a review made on the company's page and collected by the platform, it will not be collected again due to limitations of the GMB API. However, the edit's update date will appear on the STILINGUE Smart Care screen. For this reason, a proprietary response may be displayed before the user's edited review, as if it had been made earlier. 

 

For more information, visit the discussion on the subject at our community or videos on our channel. 😃

Related articles