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How to respond to Google reviews

Learn how to respond to Google reviews with betterbunch, and why it's important.

When a customer leaves a review, responding matters. Whether positive or negative, replies help your business:

  • Boost visibility in Google search: Google factors reviews and responses into its SEO ranking algorithm. Replying to reviews helps you rank higher in Google search results. 

  • Build loyalty: Thanking reviewers shows you value their effort.

  • Win new customers: Prospects trust businesses that engage with feedback.

Replying to Google Reviews

  1. Log in to your betterbunch account.

  2. Go to Reviews and find the review you’d like to reply to. Use the Unreplied tab to find reviews waiting for a response.

  3. Click the Reply icon to open an AI-generated draft.

  4. To personalise the reply, add details in the Make it personal (optional) textbox, then click Try Another to generate a new draft using that context.

  5. Read through the reply. You can edit the message directly or click Try another for another option.

  6. When you’re happy with it, click Publish Reply to share on Google.

Add context for a more personal reply

The Make it personal box lets you add details about the experience that the review may not mention. For example:

  • The first name of the team member who helped.
  • The service you provided.
  • The product the customer chose.

You could add: “Sam helped the customer choose carpet, and Ben completed the installation.”

Click Try Another after adding or changing context so the AI can use it in a new draft. Context applies to that review only.

Important: Keep private details out of your reply. The context box isn’t shown to the customer, but the AI can include information from it in the public reply. Only add details you’re comfortable sharing publicly. Don’t include phone numbers, email addresses, home addresses, or other private or sensitive information.

Tip: Update Your Voice so AI replies sound like your brand and reflect your tone.

Troubleshooting

A previously published review has disappeared? Check Reviews → Missing. betterbunch tracks reviews that go missing after your Google Business Profile is connected. Learn what to do if a Google review goes missing.

Reply button missing? Connect your Google Business Profile (GBP) to betterbunch.

No reviews showing? Ensure you're logged into the Google account that manages your GBP. Learn how to find your GBP login details here.