ReviewBuzz is a powerful tool that helps businesses build a strong online reputation and it is equally helpful for managing the teams on the front lines of customer service.
Having a great team is essential to providing stellar customer service and you want to make sure your team members are remarkable on every customer call. ReviewBuzz makes it easy to track performance with advanced reporting giving you everything that you need to identify and engage your stars.
In this guide, you will learn how to set up your team, help them get onboard with using the employee app and understanding the numbers behind your team’s performance metrics.
Setting Up Your Team
First you will want to make sure every member of your team has created their own ReviewBuzz profile. We make this easy by allowing you to set them up initially from your dashboard. Once they are added to the dashboard your employee will receive a notification along with easy instructions to log into ReviewBuzz and download the employee app.
When they log into the app, they will be instructed to add a photo of themselves for their employee profile along with a short bio. As soon as they complete their bio, you’ll get a notification letting you know they’ve engaged with the app.
Employee App
The employee app is a hands-on tool for your team to request reviews, track performance, and redeem rewards. It’s essential in helping motivate your team to be remarkable on every call to get the best reviews for your business.
Making sure each employee is properly set up and understands how easy it is to use the app is vital to receiving the most reviews and for tracking employee performance.
Once all employees are using the app on every service call, you will be able to quickly determine who is offering the best service or discover opportunities for improvement. Additionally, those offering the best service will quickly see their performance stats and points rise on the Leaderboard which will allow them to redeem those points for great rewards.
Understanding the Numbers
We designed ReviewBuzz to provide you with real-time statistics to help you gauge the quality of service given by your employees. The Leaderboard is one such place on your admin dashboard where you can quickly see who is performing at their best, requesting reviews and receiving good ratings.
You can adjust the settings to show the statistics over the last 90 days or 7 days for example. You may notice if any employees are on a path of improvement or if any top performers are starting to slide down the Leaderboard rating.
The Dashboard also provides analytics that will help you determine if your team is performing at their best of if improvements should be made.
Removing an Employee
If the time comes to let an employee go, simply deactivate them from ReviewBuzz. Your company will still hold their past reviews but their employee profile will no longer be visible to customers.
Should they come back to work for you, in the example of seasonal employees, you can simply reactivate them and all of their historical data will be restored.
We hope this guide has been helpful. If you would like additional support in getting set up, register for Setting Up for Success. In this free online training, a live ReviewBuzz success coach will show you even more ways to get the most out of ReviewBuzz.