Summary
All accounts now have expanded visibility and control of the filters created in the platform.

Background
LocalClarity was built to provide nearly unlimited flexibility to create filters that can then be used for data analysis, reporting, and even user access. What was missing was an easy way to view and manage existing filters.

Where
Users can find a new section in the Settings menu for Manage Filters.

Details
Each profile filter will be presented in this section. The tags presented indicate what filter element is being applied. Clicking the "+" sign will expand the row to present the elements and the associated values.

Users will be able to edit the filter from the page or create a new basic filter structure. In the coming months, we will be streamlining all the filters used within the platform so that all controls have common elements and presentations.

Summary
Today, we launched two updates to the ReviewsInbox as part of our larger effort to enhance the review/response workflows for businesses and agencies of all sizes.

Background
This is part of Release Stage II, providing additional options to create custom workflows and provide greater visibility to the various types of review responses in a profile.

Where
All profiles can see the updates in their ReviewsInbox.

Details, "Replied" Folders
You can now see the option to expand the Replied folder (renamed from Sent) that identifies four types of responses:

User Reply
A response to the review composed by a person and sent from the LocalClarity platform to the source destination.

Auto Reply
A response was sent from LocalClarity's using an Intelligent Auto Response Campaign.

Destination Reply
This folder holds the replies posted directly into the original source destination (Google, Facebook, Yelp, TripAdvisor, etc) and then indexed into the LocalClarity platform. We have renamed this concept from "External Reply".

Marked Replied
This folder holds all of the reviews that have been manually marked as replied, either as a temporary status (waiting for the platform to access the indexed response) or for review sources that specific block or prohibit response indexing.

Details, Review Setting Controls
All users now have a unified control for manually setting the open or the closed status of a review, including the new Marked Replied setting.

Summary
We're excited to launch the first of several updates to transform the ReviewsInbox™ into a full task management/ticketing resource.

Background
The LocalClarity platform has always provided a broad set of tools for composing and polishing quality, on-brand review responses at any scale. But as customer service and agency teams grow with the volume of locations and reviews, we decided to expand the functionality further to provide full task management functionality.

Where
All users for all accounts can see the updated ReviewsInbox™. Future customers will most likely see this as an optional platform upgrade.

Four Release Stages
We will be launching the functionality in four distinct phases. 

• Stage I - represents the core infrastructure to hold the new process.
• Stage II (late December) will cover page refinements and UI updates to streamline workflows.
• Stage III (in January) will release an entirely new Rules Engine designed to give brands and agencies the flexibility to auto-assign elements (assignments, deadlines, statuses, and even content tags) to all incoming reviews.
• Stage IV (in February) will provide robust user-level reporting and full transparency to the history of every review.

Release Details

User Assignment
All reviews can now be assigned to a specific account user (or users) from the review detail pane. Click the avatar/icon to trigger the options menu for user assignment or status, respectively.

My Reviews Folder
Each user can now access all assigned reviews directly in a new "My Reviews" folder in the left navigation.

Review Status
Reviews now come into the platform with a default "Open" status and can be set to one of four additional settings (more to come). Once a review receives a reply, the status will shift to Sent.

Status Folder
Users can see the count of reviews in each status setting. Once a review has a response assigned, the review will move to the Sent folder.

Summary
Five new charts have been added to the review dashboard to provide increased visibility to the changes in review responses, response time, comment ratio, comment length, and word ratio over time.

Background
Brands that take a strategic approach to reputation management should expect to gain several quantifiable go-forward benefits. To help clients see these early changes, we've put together new data charts to better describe the performance changes in the initial weeks and months.

Charts

Response Volume & Ratio
This chart presents the volume of responses published to all review platforms by period (day/week/month) and the corresponding percentage of reviews receiving a response. The real-world example below shows the changes in response volume starting in June 2020 and then the increase in commitment to customer feedback this past summer. 

Response Time
This chart presents the average time to respond to reviews (presented in days and hours). The example below highlights a spike in response time when brands kick start a campaign responding to older reviews and then the significant performance improvement using LocalClarity best practices.

Comment Ratio
This chart presents the percentage of reviews that are not merely ratings-only, but also contain a customer comment. Please note that the percentage you experience is highly dependent on your industry and the mix of review sources. Comments in Google are optional, while they are required in Yelp and TripAdvisor.

In the chart below you will see a modest recent upward trend during the last few months. We are hoping to see this continue in a more pronounced fashion as a direct impact of more responses. Consumers who read reviews and brand responses are more likely to leave a comment.

Comment Length
This chart presents the average number of words contained in all reviews.

Comment Word Ratio
This chart presents the percentage words shared in all reviews that fall into each of the star-rating buckets. In the example below, you can see that 43.78% of all the words shared in reviews this past September were in 5-Star reviews.

Why not apparent in this example, LocalClarity is building a case study for a brand that went from ignoring customer feedback to an industry leader.

We would be happy to review these new data points for your profiles. Just send us an email at hello@localclarity.com.

Summary
Profiles can choose to set a specific date for the default starting date for the ReviewsInbox.

Background
A number of clients have expressed an interest in having the LocalClarity more precisely match a change in review management workflows. They wanted to start at a certain date so as to achieve an "inbox zero" state. This is now possible with the optional setting of a hard start date when all account users access the ReviewsInbox.

Use Case
Instead of the default lookback period of 6 months, the ReviewsInbox will start at this new assigned date. Of course, users will be able to open the date range to look at additional review periods as desired. Please note that this date only impacts the ReviewsInbox, all reporting is for all historic reviews.

Where
Profile admins can go to Settings > Review Management and scroll down to see the new date box presented.