Podium launched “Review Response Suggestions” on March 21, 2023, which is a feature designed to help Australian businesses more effectively manage their online reputation.
Powered by ChatGPT, the feature utilises the power of AI technology to generate response suggestions, for businesses to reply to customers online reviews in a timely manner.
The integration comes not only as businesses continue to investigate tangible ways of building Artificial Intelligence into their operations, but as Google Reviews grow in influence.
According to Podium research, 84% of Aussies are influenced by Google Reviews when choosing a business. What’s more, 51% say that a business’ responses to reviews have changed their perspective on the business and 46% are more likely to look at a local business’s Google listing before visiting than pre-Covid. And amongst local businesses, 45% say that online reviews are “very important” to their business’ success.
Podium’s “Review Response Suggestions” feature offers Australian businesses a way to respond to online reviews in context. The feature generates customised response suggestions that businesses can quickly edit and personalise to their satisfaction. It supports Google and will be followed by Facebook reviews, allowing businesses to respond to customer feedback across multiple platforms.
“As a business owner myself, I understand how crucial online reputation management is to businesses in Australia,” Podium chief executive Eric Rea says.
“Launching our new ‘Review Response Suggestions’ feature, will make it easier for businesses to manage their online reputation. Online reviews have never been more influential, but as a business owner staying on top of them – good or bad – can be a daunting and time-consuming task.
“Our integration with ChatGPT is designed to unburden businesses enabling them to manage their online reputation more efficiently and spend more time working on other tasks.”
Podium’s “Review Response Suggestions” feature has been designed to provide quality review response recommendations, with a focus on responding in the context of the review. By responding promptly to reviews businesses can build trust with their customers, which leads to greater brand loyalty and improved customer retention.
“We’re proud to offer a solution that helps businesses in Australia manage their online reputation in a simple and useful way,” Rea says.
“Our feature provides businesses with the tools they need to respond to customer reviews with confidence, while saving them valuable time and effort. As technology and the needs of local business evolve, so too must Podium.”
“Since we started using Podium four years ago, we have constantly seen the platform grow and offer us new enhancements which have always been beneficial to our dealership,” Phil Gilbert Motor Group marketing and brand manager Rebecca Browne says.
“The ChatGPT integration with ‘Reviews’, has been one of the most significant. The AI Assistants suggestions are incredible. Given the vast amount of data we’ve generated by using Podium over the years, the tone and language suggested for the review replies are so consistent to what I would write myself.
“I feel the quality of the review replies are more diverse and there would be no way for people researching our business online to know that the feedback to our guests was generated by AI,” she says.
“Since getting access to the new Review Response Suggestion feature, we’ve been using it almost daily,” Rex Gorell Group marketing general manager Marcus Tomczak says.
“It’s been fantastic to respond promptly and professionally to our reviews through the power of Chat GPT. We’re extremely pleased with where it’s going and look forward to seeing more exciting releases from Podium in the future,” he says
Podium’s “Review Response Suggestions” product has been beta tested and will be available from March 21. Podium is used by 4000 businesses in Australia and 100,000 globally.
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