How to delegate · Customer support
How to delegate online review responses
Delegate review responses by giving your hire access to your review profiles and a response guide with tone, length, and examples for five-star, mixed, and negative reviews. They reply to every review within two business days, route complaints to support, and send you a monthly roundup of themes and quotes.
How to delegate online review responses, step by step
1. The SOP outline
- Check new reviews on each platform daily.
- Reply to positive reviews with a short, specific thank-you.
- Reply to negative reviews with an apology, facts, and an offline next step.
- Open a support ticket for any review that describes an unresolved problem.
- Log themes and standout quotes for the monthly roundup.
2. Access and tools to set up
- Manager access to Google Business Profile, Yelp, Trustpilot, or marketplace reviews.
- A response guide with examples by star rating.
- Access to the help desk to open tickets.
- A list of reviews that need your personal reply.
3. What good looks like
- Every review gets a thoughtful reply within two business days.
- Negative reviews move to a real fix, not an argument.
- You learn what customers praise and what frustrates them.
4. Weekly metrics to review
- Reviews received and replied to.
- Average reply time.
- Complaints turned into resolved tickets.
Mini SOP checklist
- Check every platform daily
- Thank positive reviewers specifically
- Apologize and move negatives offline
- Open tickets for unresolved problems
- Never offer incentives for reviews
- Log themes for the monthly roundup
Who to hire for online review responses
Customer Service Representative. A full-time Customer Service Representative from the Philippines is $1,800 a month through Rekruuto. Every hire works your hours, starts within 14 days, and begins with a 1-week trial backed by a replacement or a refund.
Free tool for this handoff
VA job description generator: Turn the tasks on this page into a ready-to-post job description in a couple of minutes.
Related tasks to delegate
- How to delegate customer feedback surveys
To delegate customer feedback, decide what you want to learn and when to ask, such as after onboarding or after a support ticket.
- How to delegate refunds and returns
To delegate refunds and returns, write your return policy as decision rules: eligible reasons, time limits, condition checks, and the refund limit your hire can approve alone.
- How to delegate social media management
To delegate social media management, agree on the platforms, posting frequency, content pillars, and an approval step.
Questions about delegating online review responses
Should my assistant reply to negative reviews?
Yes, using your guide and with your approval at first. A calm, factual reply that moves the conversation offline usually matters more to readers than the review itself.
How fast should businesses reply to reviews?
Within one or two business days is a good standard. Fast replies show future customers that someone is listening.
Who should I hire to handle online review responses?
A full-time Customer Service Representative. A full-time Customer Service Representative from the Philippines is $1,800 a month through Rekruuto. Every hire is a full-time professional based in the Philippines who works your hours, starts within 14 days, and begins with a 1-week trial backed by a replacement or a refund.
Hand online review responses to a full-time hire
Rekruuto places full-time professionals from the Philippines who work your hours. Most roles are $1,800 a month; software developers and AI Implementation Specialists start from $2,500 a month. Candidates pass top 2% vetting, every hire starts within 14 days, and the first week is a trial with a replacement or refund.