(updated 6.11.21)

We're moving away from MerchantCentric as the platform to manage our online reviews/reputation. We do this in favor of Yext, a vendor we already work with. This change will help consolidate vendors, improve our technologies and collect more actionable data specifically for your store.

Please note that you may notice sudden changes in user permissions and analytics as we continue to optimize the platform.

MAKE THE FULL TRANSITION TO YEXT REVIEWS FROM MERCHANTCENTRIC BY MONDAY, JUNE 28, 2021.

Training RESOURCES

Click here for Yext's in-depth Reviews training course. You'll need to create a free Hitchhikers account (Yext’s training academy) to view these. We highly recommend at least the Review Response course.

Click here for a condensed video training.

Click here for Yext's Reviews Overview.

Click here for Yext's Review Response instructions.

PLATFORM OVERVIEW

Navigate Yext using the menu bar at the top

  • Listings: Here, you can reply to questions asked by users on your store's Google listing

  • Reviews: Use this tab for all things review-related

    • Insights: An overview of your review data

    • Monitoring: Use this to monitor and analyze where you stand with reviews using the filters at the top of the screen; the Monitoring tab shows ALL reviews, while the Response tab shows only reviews that have gone unreplied-to

    • Response: Use this tab to respond to un-replied-to reviews, just like you would in MerchantCentric; click "Respond" next to the review in question to reply in-platform

    • Sentiment: Check out how your reviewers are talking about you based on keywords; try sorting by lowest sentiment to find key areas to work on operationally

  • Analytics: Here, you'll be able to analyze your store in comparison to competitors and in other ways, too; we're still configuring this section, so hang tight

PLATFORM USAGE EXPECTATIONS

Online reviews are a key part of a potential guest's decision-making process when deciding whether they want to dine with us. A reply to a negative review could also be the difference between our winning repeat business or not, so the goal should always be a 100% response rate.

The more reviews we get and responses to those reviews we leave, the higher we'll show up when someone searches for us on Google, Yahoo, Bing, etc.