Review team responses to ensure quality and consistency with brand guidelines.
Response quality and speed are key to maintaining brand trust. Regularly reviewing team responses ensures consistency with brand guidelines, identifies where AI drafts may be posted with minimal editing, and highlights any response time issues that need coaching.
This guide helps you audit a sample of team-posted responses—both AI-assisted and manually written—against your brand guidelines, then use those findings to coach team members on editing AI drafts and meeting response time targets.
Track the impact of proactive review requests on review volume and average rating over time.
Summarise review volume, average rating, and sentiment trends as a reputation health report for leadership.
Set up automated review requests at natural customer journey trigger points to increase review volume.
Review the last 20 posted review responses from the team in Birdeye.
Identify any responses that appear to be posted with minimal or no edit to the AI draft.
Identify any responses that took longer than 48 hours to post.
Use these findings for a coaching conversation on both response quality and response speed.
Set clear expectations for AI draft editing and response time targets.
Manager: [Manager name] reviews the last 20 responses from the team. Finding: [Team member A] posted [number] responses that appear to be unedited AI drafts. All use generic phrasing without personalizing the response to the reviewer's specific comments. Finding: [Team member B] posted [number] responses that took longer than 48 hours to post. Coaching conversation with [Team member A]: "I noticed these responses used the AI draft without much editing. Let's look at this one—[Reviewer name] mentioned they loved [specific detail], but our response didn't acknowledge that. Next time, add a sentence to show we read their review." Coaching conversation with [Team member B]: "These reviews took over 48 hours to respond to. Speed matters for reputation. If you're unsure how to respond, escalate it to me so we can draft something together and still hit the 48-hour window." Expectations set: - Every AI draft must be edited to include specific details from the review. - All responses must be posted within 48 hours. If a response needs escalation, notify the manager promptly.
Review the last 20 posted review responses from the team. Identify any that appear to be posted with minimal or no edit to the AI draft, and any that took longer than 48 hours to post. Use these findings for a coaching conversation on both response quality and response speed.
Measure the impact of operational improvements on review sentiment and ratings.
Analyse low-rated reviews to identify recurring complaints and operational issues.