Interact with reviews

Learn how to respond to customer reviews and send your customers a reminder to complete their review. You'll also find out why this is useful and how you can make the most of the review overview with the review filter.

In this article, you will find the following content 👇

What is the review overview?
How does the review filter work?
Responding to reviews in OMR Manager (+text templates)
Sending a reminder to reviewers
Interacting with rejected reviews

What is the review overview?

In the configuration of your product profile in OMR Manager, you will find the “Reviews & Campaigns” tab, which gives you full control over all reviews in your OMR Reviews profile:

View all reviews at a glance - In the “Reviews & Campaigns” tab, you will find an overview of all reviews, sorted by recency, with information about the reviewer, the score given, and the current status of the review.
Send targeted reminders - Reminders about incomplete reviews can be crucial in increasing the number of published reviews. Use the reminder function to remind reviewers to complete their reviews.
Interact proactively with customer feedback - By responding directly to reviews, you strengthen customer loyalty and put even negative reviews in a constructive context.

How does the rating filter work?

The more ratings you collect, the more difficult it is to keep track of them all. Therefore, use the rating filter regularly.

Filter by “Timeframe”

To keep track of how recent your reviews are, you can filter by a specific time period. This allows you to see at a glance how many reviews have been collected in the last 30 days and also how many on your OMR Reviews profile are older than a year and therefore no longer influence your OMR score.

For older reviews, it's worth asking your customers to update their reviews. This ensures that they remain informative and helpful for potential customers and continue to influence your OMR score.

Filter by “Rating”

Here you can filter for positive and negative reviews. Negative reviews provide valuable feedback for improving your product. Therefore, it is worthwhile to keep an eye on them and ask users whose suggestions for improvement you have implemented to update their reviews.

You can find more information and tips on dealing with negative reviews in this article.

Filter by “Status”

This filter allows you to sort reviews according to required steps: for example, incomplete reviews that users have not finished writing. This allows you to send them a targeted reminder to complete their reviews.

Published	The review is complete; it has been successfully reviewed and published.
Drafted	The reviewer is currently writing a review but has not yet submitted it.
Under rework	The review has been rejected and will be adjusted or revised by the reviewer.
Incomplete	The reviewer started writing a review more than 45 days ago but did not submit it.
Rejected	The review does not comply with our guidelines and was rejected during the review process.
In review	The review has been submitted and is being reviewed by the OMR Reviews team.

Filter by “Sent”

With the “Sent” filter, you can see at a glance which reviews you have already responded to, which users you have already sent a reminder to complete, and which you have not.

If a review is incomplete and needs to be finished, or if it has been rejected during the review process, you can send users a reminder to complete or revise their review.

Reminder sent	The reminder to complete or revise was sent to the reviewer.
No reminder email sent	No reminder has been sent to the reviewer yet.
Review reply published	Your response to a review has been published on your OMR Reviews profile.
No review response written yet	You have not yet written and published a response to a review.
Response automatically withdrawn	Since the review has been updated (republished), your response is no longer current and has therefore been withdrawn.

The symbols for the filter by sent content are displayed on the right-hand side of the review overview, allowing you to see immediately, even without a filter, whether a review has already been interacted with or not.

Responding to reviews in OMR Manager (+ text templates)

To interact with reviews, log in to OMR Manager and click on the “Reviews & Campaigns” tab in your product configuration.

Step 1: Review the overview

You will see all reviews in your profile, with information about their status and whether you have already interacted with the reviewer (reminder or response).

Step 2: Options depending on the status of the review

When you click on a review, you have various options for action depending on its status:

Option 1: Published

Click on the “React to review” button to respond directly to customer feedback (maximum 1,200 characters).

Each response should be personalized so that your customers feel that their opinion is valued, thereby strengthening their trust. However, you can use the following text templates for a quicker response:

Positive review

Dear [Name],

Thank you for your great feedback! We are very happy to hear that [respond to the user's positive feedback in this section].

If you have any further requests or ideas, please feel free to contact us at any time—we're listening!

Best regards,
[Your name] and your [name of your tool] team

Negative Review

Dear [name],

Thank you for your honest feedback! We understand that [address the issue described in the review in this section]. We have already taken steps to improve this issue.

If you have any current concerns, please contact our support team directly—we will take care of it personally.

Best regards,
[Your name] and your [name of your tool] team

Paste your text into the text field and click on the “Publish reply” button.

At the bottom left, you will find a box with the option to inform the author about your response to the review. Click on it to check the box and stay in contact with your users.

Send a reminder to reviewers

Option 2: In progress / Incomplete

Use the “Send reminder” function to personally remind reviewers of incomplete reviews. OMR Reviews automatically sends up to three reminders (after 1, 7, and 30 days).

By default, you will see a message written by OMR Reviews in the text field, which you are welcome to edit or completely rewrite and send to the reviewer.

Option 3: In review

We are currently reviewing the rating for quality and authenticity. Reviews that comply with our guidelines will be published within 72 hours. Vouchers will be sent automatically after the reviews are published.

Interact with rejected reviews

Option 4: Rejected

Check the reason for rejection to understand why a review was not published.

What you should do in this case:

The reviewer has already been informed of the rejection by OMR Reviews and has received instructions on how to revise the review.
In addition, you can send him/her a reminder with a default or personalized text. To do so, click on the “Send reminder” button.

Log in to OMR Manager now and try out the features for yourself. With just a few clicks, you can strengthen your customer relationships, proactively approach reviewers, and increase the number of reviews you receive.

If you have any questions or technical problems, our support team will be happy to help. Simply contact us by email at cs-reviews@omr.com.

Good luck managing your reviews and building even stronger customer relationships!