Online review responses have become more manageable and less stressful for this West Coast residential management staff since Thrive Reviews took over the company’s review monitoring and response publishing in October 2019. Over the first six months of the partnership, we have assisted it in responding to four to eight customer reviews per week, with a total of more than 150 review responses across locations.
4-8
Review Responses Per Week
+150
Total Review Responses in 6 Months
Project Overview
This residential management company reached out to Thrive Reviews to assist in publishing review responses for 25 rental property locations in various cities on the West Coast. As a multiple-location residential company, monitoring customer reviews on top of managing business operations can be a handful. The client was losing valuable time on review response publishing alone.
To optimize the company’s review response process and maintain brand control, Thrive Reviews was assigned to respond to 50 percent of positive reviews and reply to all negative customer feedback using template responses.
Our team of reputation managers worked closely with the residential management staff to build a robust review response strategy. In this way, we ensure all our review responses align with the client’s unique brand voice.
The priority was to provide personalized responses to all customer reviews within one business day. However, we understand that responding to negative reviews is a delicate process. In this case, we forward customer reviews that require immediate action to the proper residential staff.
Since Thrive Reviews managed the client’s review response publishing in October 2019, three to five negative reviews were escalated to residential management for a custom intervention.
With Thrive Reviews’ review response services, we were able to save the client hours of work in response time and review monitoring while helping them with residential retention and quickly resolving any customer concerns. Also, we quickly responded to all residential reviews within 24 hours, helping to strengthen its customer relationships and boost its brand positioning.
About the Client
This is a recognized apartment rental company on the West Coast. The company prides itself on providing best-in-class residential management services, with an extreme focus on people, community and service.
Its main goal is to create a positive experience for all residents and cultivate an excellent work culture for all team members. It manages more than 5,700 apartment homes in Colorado, Utah and Arizona.
