# Reputation and reviews: how to manage them with ERP Instfy

<p class="lead">Learn, step by step, how to use ERP Instfy to earn and collect online reviews and take care of your company's reputation.</p>

!image[Reputation built on satisfied customers](/assets/img/solucoes/reputation-2.webp)

ERP Instfy is not a review platform (Google reviews) in itself, but it supports the whole reputation management process: resolving problems quickly, collecting customer feedback and asking for the review at the right moment. Use this guide to turn satisfied customers into positive online reviews and to react to bad reviews before they become a bigger problem.

!image[Reputation and reviews management flow in ERP Instfy]

## 1. Resolve problems fast to create satisfied customers

A customer whose problem was solved quickly is the most likely candidate to leave a positive review. Start by handling support tickets well.

**Menu path:** *Support tickets*

<ol class="steps">
<li>Open <strong>Support tickets</strong> in the side menu and find the open ticket.</li>
<li>Set the correct <strong>Priority</strong> (High or Urgent) for the most sensitive cases.</li>
<li>Assign an <strong>Owner</strong> so no request is left without one.</li>
<li>Reply through the ticket conversation, logging each interaction in the history.</li>
<li>Change the <strong>Status</strong> to <strong>Resolved</strong> as soon as the solution is delivered.</li>
</ol>

:::tip
Tickets resolved quickly are the best foundation for asking for a review. Prioritize response time.
:::

## 2. Collect feedback with a form

Before asking for a public review, understand the level of satisfaction. Build a satisfaction form to hear the customer and identify who is ready to recommend your company.

**Menu path:** *Form builder*

<ol class="steps">
<li>Open <strong>Form builder</strong> and click <strong>+ Create</strong>.</li>
<li>Name the form <strong>Satisfaction survey</strong>.</li>
<li>Add a <strong>rating</strong> field (0 to 10) to measure customer satisfaction.</li>
<li>Include an <strong>open comment</strong> field for the customer to detail the experience.</li>
<li>Add the <strong>Name</strong> and <strong>Email</strong> fields to link the answer to the customer.</li>
<li>Click <strong>Publish</strong> and copy the link to send to customers.</li>
</ol>

:::tip
Use the satisfaction score to separate promoters (high scores) from those who still need attention before any review request.
:::

## 3. Ask for the review in the follow-up

Customers who gave a high score are the ideal ones to invite. Add your Google reviews page link to an email template and send it in the follow-up, right after the service.

**Menu path:** *Settings > Email templates*

<ol class="steps">
<li>Open <strong>Settings</strong> and go to <strong>Email templates</strong>.</li>
<li>Click <strong>+ Create</strong> and name the template <strong>Review request</strong>.</li>
<li>Write a short message thanking the customer for their business.</li>
<li>Add your company's <strong>Google reviews link</strong> in a button or highlighted text.</li>
<li>Save the template and use it in the follow-up for satisfied customers.</li>
</ol>

## 4. Track satisfaction and react to complaints

Reputation management does not end at the review request. Track the feedback received and handle complaints before they become a public bad review.

**Menu path:** *Support tickets / CRM*

<ol class="steps">
<li>Open <strong>Support tickets</strong> and review tickets with High priority or low satisfaction scores.</li>
<li>For each complaint, open a ticket and assign an owner for the follow-up.</li>
<li>In the <strong>CRM</strong>, find the customer and log a note with the service history.</li>
<li>After resolving, reach out to confirm whether the experience improved.</li>
<li>Only then send the <strong>Review request</strong> template to that customer.</li>
</ol>

:::related
support-ticket, customer-service, form-builder, get-customers
:::