Summary

Users now automatically see images and videos uploaded as part of a Google Business Profile review directly in the ReviewsInbox™ detail section.

Background

It makes perfect sense to see any associates media assets (images and videos) right in the workspace for responding to customer reviews. Unfortunately, Google makes this challenging since the data feeds for images and reviews are completely distinct. But when you have enough clients asking for an update, we find a way. The platform now evaluates the location, reviewer, and image timestamp one file with the location, reviewer, and review timestamp of the other file to bridge the data sets.

Please note that there is one limitation to this enhancement. If the reviewer added images and videos substantially after the review is placed, the connection will not be made directly. 

Details

Within your ReviewsInbox™ you will now see all of the photos and videos originally attached to the Google review in the right hand detail pane. Clicking on any of the images will open an expanded image viewer. No setting changes are required as this will automatically work for new reviews received. Unfortunately, this update will not update older reviews.

Limitations

Due to the nature of how we are working around Google's API limitations, this update only connects images and videos for reviews received going forward.

What's Next

We hope this update helps to provided unprecedented context to all reviews and their subsequent responses, but please know that we are not stopping here. In the short term we will be adding a new filter option for reviews with images. Additional enhancements will be released in the coming months that include AI-based evaluations of image content and a reverse look-up to see the review rates from the Image Management module.

Please feel free to reach out to us at hello@localclarity.com with any questions you have about this platform enhancement- we would be glad to help!

Summary

We are excited to announce an update that will improve the alignment of review timestamps with your individual location time zones. All paid plans now have the option to choose how review timestamps are set. This update will address reporting issues that can arise when your locations are not in the UTC time zone. 

Background

Each of the primary review platforms (Google, Facebook, TrustPilot, etc.) passes to LocalClarity in their API the review timestamp based on Coordinated Universal Time (UTC). This can cause significant reporting issues the further away the location is from 0° longitude. 

Details

Profile admins can go into Settings > Review Settings to choose to set the timestamp of all reviews based on when they were received using the time zone of the location. Please note that since this is calculated based on new details within the platform, only reviews received going forward will have the adjusted timing.

After activation, you should also see an update in your location detail heading in the ReviewsInbox that shows the time zone of the location.

What's Next

The localization of the date & time stamp for each review will be included in our upcoming Review Timeline update that provides full transparency to every create/edit/delete element of the review record, included all processing within the LocalClarity platform.

Summary

Now that we've added review comment topic identification and sentiment analysis scoring to your ReviewsInbox™ experience, we're making this data available in the standard review download files. We are also providing you several additional data fields. 

Details

Sentiment Analysis
Review details download files now include the topics identified in the copy block and their sentiment ratings. The content is presented in three new columns in your download file (obtained by going to your ReviewsInbox upper right hand corner and selecting the download button) 

• Topic : Sentiment
• Topic : Reason
• Emotions

Time Stamp Localization
As recently announced, we now offer client the option to adjust the reporting time stamp of each received review based on the time zone of the location. The download file presents both the UTC and the adjusted zone.

Review Links
Added in March but not announced, the review download file contains a direct URL link to the review on the destination platform. With just one click, you can easily access all the reviews for your business and stay on top of customer feedback.

Location Review Historic Total & Average
At the request of several clients, we have also introducing visibility to the review totals of each location. Users will see the total number of reviews and the mean star rating on each review row. This information is designed to help brands build their own data-based workflows.

What's Next

Profiles with sentiment analysis will have these details available in an entirely new reporting module in the coming months. You should expect partial releases in May, June and July as we continue to explore OpenAi capabilities.

Please reach out to support@localclarity.com with any questions- we would be thrilled to help!

Summary

We are excited to announce the launch of Emotion Detection features that will revolutionize the way you analyze and understand customer feedback. Our newest platform enhancement leverages Natural Language Processing (NLP) to provide you with insights into the emotion and sentiment of individual customer reviews.

Background

With the introduction of new and improved AI tools into the technology space, we saw the need (and want) for features revolving around the power of sentiment analysis and emotion detection.

These tools improved upon our review response workflow, and aim to support businesses in responding efficiently to their reviews across all of the review sources that matter most. 

Details

The newly release process identified the emotions expressed in review comments and then categorizes them into a 2-point scale (positive or negative) with the traditional red (negative) and green (positive) presentation. 

The emotion labels identified so are listed below (negative, then positive). As OpenAI continues to grow and learn we expect a slightly larger array to be available:

What's Next

We are now building out robust reporting capabilities so that businesses of all sizes can evaluate their sentiment and emotion data across topics for individual or custom groups! We will continue to elevate our emotion detection and are excited to continue offering cutting edge tools like this to our client base. 

Please reach out to support@localclarity.com with any questions you have about this platform update!

Summary

We are excited to announce the launch of our new Review Sentiment features that will revolutionize the way you analyze and understand customer feedback. Our newest features utilizes Natural Language Processing (NLP) to provide you with insights into the key topics and sentiment of individual customer reviews.

Background

With the introduction of new and improved AI tools into the technology space, we saw the need (and want) for features revolving around the power of sentiment analysis. 

These tools improve upon our review response workflow, and aim to support businesses in responding efficiently to their reviews across multiple sources. 

Details

Natural Language Topic Detection
Each review is first analyzed to determine the relevant topics present in the custom comments. Reviews contain multiple distinct topics based on the feedback shared.

Sentiment Scale
We've constructed our sentiment analysis is based on a five-point scale (instead of the traditional 3-point scale) to allow for a more nuanced understanding of your customer feedback. To make this analysis even more visually appealing and easy to understand, we have color-coded the scale. The colors range from red (very negative) to green (very positive), with shades of orange and blue representing negative, neutral, and positive feedback. The sentiment rating is then applied to each topic and recorded with the reason identified (found in the tool-tip).

What's Next?

Although we are thrilled with the scope and scale of this release, we are even more excited about how clients will be able to use this data. Three additional enhancements are planned for the near future.

First, we need to provide tools for multi-lingual brands to decide how they wish to organize their topics clusters. Second, we are building tools to facilitate the aggregation of topics into core business aspects (think general business categories like "service," "pricing," and "product") based on industry. Third, we are building out robust reporting capabilities so businesses of all sizes can evaluate sentiment scores across topics for individual locations or custom groups.

Please reach out to support@localclarity.com with any questions you have about this platform update!