What information is needed to set up an account?
In order to register in our app, you should provide the business name, location, your email address and create a password. Once you have access to our app, you can complete the set up by adding the platforms you would like to track the online reviews from.
What can I do if I haven't yet opened or claimed my business listing on review sites?
Before you start working with us, you need to make sure that you have opened and respectively claimed your business on the review platform of your choice. That’s how you make sure, you can manage your business there and use our responses.
We put together some links for you with helpful information about the most relevant review platforms where you can open/claim your business. If you need assistance, let us know and we will help where we can.
What is a platform?
A platform is a source where reviews are written about your business (e.g. TripAdvisor or Yelp).
From which platforms can you collect reviews?
We integrate with 50+ review sites where you can monitor and respond to reviews. If you have a specific request, please contact us.
How many locations can I add?
This depends on your price plan. In the trial account, you can add 1 location. If you need more, please contact us.
Do I need to fill in the information in the Location Settings?
The information in the Location Settings is crucial if you are using our Response service. You don’t need to fill it in if you only plan to use our Online Review Management software. You can always opt in for our Response service and change these settings at any time.
We have more than one person who takes care of our online reviews – can I add new users?
You can add and assign users with different access rights for more efficient account management. The number of users depends on your price plan. Please contact us for more information.
Who writes the responses to my online reviews?
We are a team of professionals with different backgrounds in (hospitality) marketing, SEO and languages. We are all very passionate about providing a top-notch customer experience and writing for your business as if we are a part of it! Like that we guarantee to create the best outcome from your responses. You can read all the possible advantages of responses here.
How do you know what to write?
We have experience from reading and answering countless reviews from different industries and markets and want to share this experience with you.
Are all responses really handwritten and individual?
Absolutely – we write responses to humans from humans. First, we read your review carefully and respond to it. Of course, we’ve got a certain style that should match yours and adapt to local market situations, but the responses are always individual for you.
To which reviews do you respond to and starting from when?
We respond to all reviews (positive or negative / long or short) from the platforms you choose when you register. If you would like to have older reviews responded to, please contact us.
Why respond to positive reviews at all?
We believe it is important as it shows respect to those customers of yours who took the time to appreciate your work and with some tricks, we can even throw in a little marketing for you.
How can you answer tricky reviews with serious accusations?
Our experience shows that we can respond up to 90-95% of all reviews independently. For trickier cases, we’ll get back to you and ask for additional detail.
I would like to contact the writers of negative reviews personally.
No problem. You can inform us at which point (or the number of stars) we should ask the guest to contact you directly and which contact details we should use.
Do all responses have the same price?
One response equals one credit. For more information about credit pricing, please contact us.
How long does it take for us to write your response?
A response is written within 1 to 3 working days of the review being published. Should we need feedback from your side, it may take longer.
How do the responses get published on the review site?
You can publish the response directly from our app via API or copy and paste on the platform of the review, all in just one click.
Can I edit a response?
Sure, you can edit our response independently or give us feedback and we will improve in the future.
Which notifications do I get?
You get a daily or weekly Review Update with information about the new reviews and/or responses.
Once per week we are sending a Weekly Summary, the most important facts based on your online reviews from the past week.
Where can I change the notifications settings?
You can adjust them at any time in your User settings.
How long are your contracts?
You can choose between a monthly and a yearly subscription. Customers who have an annual subscription benefit from a 20% discount.
How can I pay for my subscription?
Fees are due on an annual or monthly basis, depending on the subscription you have chosen. We send you a bill as per your confirmed offer. Payment can be also made via PayPal and credit card. Please contact us for further information.
Are the prices inclusive of VAT?
re:spondelligent is a Swiss-based company and adheres to the relevant VAT billing requirements. In general, VAT will not be applied to invoices for any companies located outside of Switzerland who provide us with their VAT number. Businesses located in Switzerland or those unable to provide a VAT number will also receive invoices with VAT applied. Swiss companies will receive an invoice with VAT applied in all instances, unless not required as per law.
I don’t have sufficient credits to get answers for all reviews this month?
No problem, you can always buy extra credits, which are valid for one year. Just contact us.
What is included in my trial plan?
Each trial plan comes with unlimited access to all your reviews, unlimited users, and full access to the entire Cockpit Pro plan. There’s no need to enter a credit card to get started and there’s no software to download.
What is re:spondelligent?
re:spondelligent is a service, dedicated to hotels and restaurants, which takes care of all your online reviews. We collect them ALL and you can access them in one dashboard. Furthermore, we pre-write individual responses for all your new reviews.
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