Every unanswered review is a missed opportunity. In retail, where every store constantly generates feedback, not responding in time can affect local reputation, new customers' purchasing decisions, and Google rankings.

When a company has just one shop, responding to reviews on Google is simple.

But when a string has tens or hundreds of establishments, management becomes complex and difficult to maintain.

In many retail chains, problems are starting to appear such as:

In this specific case, the company only responded the 24% of the reviews.

To solve the problem, Kiwoko decided centralise review management with wiReply.
The platform allows you to automate responses to Google reviews whilst always maintaining brand tone.

The process works like this:

From the KPI dashboard is it possible to visualise key metrics such as the volume of reviews, rating evolution, or the most mentioned words by customers in each period.

wiReply also makes managing Google Business Profile listings easier, which is particularly useful for businesses with multiple locations that need to manage their entire online presence centrally.

wiReply also allows View key Google Business Profile metrics to understand how customers interact with each location. From the analytics dashboard, it is possible to analyse impressions, actions taken by users directly from Google, and very valuable metrics for managing online reputation.

Reviews don't always reflect their real impact with just the score.
A 5-star review can contain criticism, while a 2-star one can highlight positive aspects.

wiReply Automatically analyse the content of each review to identify sentiment, detect patterns, and understand what aspects customers value or criticise.

Furthermore, shops can use NFC cards to make it easier for customers to leave reviews at the point of sale, and even to identify which employee generated each review. We make it easy for any customer to to value your real experience simply, with no incentives or filters.