Responding to Reviews

Getting reviews is important, but responding to them can be the difference between a customer choosing you or going to a competitor. Not only do customers appreciate your response, but it makes your business seem more human, and it makes the experience more personalized.

You can respond to Google and Facebook reviews directly from Podium (if you’ve set up this option); for integrated sites, you’ll be able to link out to the site, where you can then respond.

If you have the Professional plan with Podium, you have access to several more response features (see article "Managing Your Reviews").

Best Practice: It’s important to respond to negative and positive reviews. For more information, please read these articles: “How to Respond to Negative Reviews” and “Why (and How) to Respond to Positive Reviews.
Attention: By default, only account owners can respond to reviews. For all other roles, the Respond to Reviews permission will need to be turned on. To learn how to edit permissions, read “Setting up Roles & Permissions.”

Responding to a Review from Google or Facebook

  1. Go to Reviews under the Marketing tab. You’ll see reviews grouped into two categories “All Reviews” and “Needs Response.”
  2. Click Needs Response.Screen_Shot_2022-09-21_at_12.13.53_PM.png
  3. If necessary, use the filters to see reviews from a specific review site, with a specific rating, or within a specific date range.
  4. Below the review you’d like to respond to, enter your response to the review. When you’re done, click Reply. Screen_Shot_2022-09-21_at_12.15.38_PM.png
  5. Your response will be posted publicly to Google or Facebook, and you’ll see it reflected in Podium as well. Screen_Shot_2022-09-21_at_12.16.11_PM.png

Responding to a Review from an Integrated Site 

  1. Go to Reviews. You’ll see reviews grouped into two categories “All Reviews” and “Needs Response.” 
  2. Click Needs Response.
  3. In Review Site, select the integrated site with reviews you want to respond to.
  4. Click Reply on below the review you’d like to respond to. Podium will open a new tab in your browser for that review site. Screen_Shot_2022-09-21_at_12.19.47_PM.png
  5. Enter a response to the review in the new tab. 
  6. You won’t see the response reflected in Podium, like for Google and Facebook reviews, but the review will be considered “responded to” and will be removed from the Needs Response tab.