DOCSEARCHbyAlgolia
Submit Docs

Everguest Intelligence Documentation

website·Indexed 32 days ago

https://academy.everguest.digital

Guides and resources for using Everguest Intelligence to manage guest feedback. Includes documentation on the Review Module, automated AI replies, advanced filtering, survey creation and sharing, connecting channels, and team role management.

Tokens
4.8K
Snippets
12
Records
42
Agent score
54%

What's inside Everguest

  1. Manage guest feedback using the Everguest Review Module

    The Review Module consolidates guest reviews from multiple platforms into a central Review Inbox. It allows users to track the total number of reviews, identify unanswered feedback, and prioritize the most recent reviews for timely follow-up.

  2. Manage and filter guest feedback centrally

    The Everguest Dashboard provides a central location to view the latest reviews by channel as Notifications. From the Dashboard, you can jump directly to the Review module for a specific channel and apply filters to isolate urgent issues, such as lowest-rated reviews, specific OTA channels, or internal survey comments.
    1. Log in to the home page/Dashboard.
    2. Click a specific channel Notification to enter the Review module.
    3. Use filters to sort by: Lowest-rated reviews, specific OTA channels, or internal survey comments.

  3. Respond to guest reviews using AI and manual tools

    To respond to a review within the Review Module:

    1. Select a tone of voice and click Generate AI Reply to create a draft.
    2. Edit or fine-tune the AI-generated text as needed.
    3. If the channel supports direct replies, click Send to publish.
    4. If the channel does not support direct replies, use Copy and Redirect to manually post the response on the external platform.

  4. Translate and publish a survey

    Once a survey is in Draft status, it can be translated and published:

    Translation Process:

    1. Click Languages in the top bar.
    2. Add the desired languages and click Translate for automatic translation.
    3. Review versions using the bottom tabs.
    4. Use Back to Edit for manual adjustments.

    Publishing Process:

    1. Click Preview to verify the guest experience.
    2. Click Go Live to change the status from Draft to Active.

  5. Filter guest reviews in the Review Module

    The Review Module provides advanced filtering to analyze guest feedback. Primary filters include:

    • Status: Toggle between answered and unanswered reviews.
    • Date: Use custom start/end dates or predefined ranges (e.g., last 7 days, previous 6 months).
    • Channel: Filter by connected platforms.
    • Service: Focus on specific services or offerings.

    Additional refinement options under 'More Filter Options' include:

    • Segments: Filter by different property aspects.
    • Sentiment: Filter by Positive, Negative, or Neutral reviews.
    • Score Range: Filter by specific rating scores.
    • Events & Tags: Filter reviews associated with specific events or tags.

    Filters can be reset individually or cleared entirely using the Reset Filters button.

  6. Analyze guest sentiment using sentiment charts

    Use sentiment charts to identify patterns in guest emotions and prioritize recurring issues over isolated complaints. This allows you to spot sudden dips in specific areas (e.g., staff friendliness) and drill down into the actual reviews driving those trends.
    1. Navigate to the Statistics module.
    2. Select the Sentiments block from the General Ratings section.
    3. Apply filters or set aggregation to 'Days' for a high-level view.
    4. Click 'Analyse' to see the EVI (AI) interpretation of the feedback.
    5. Scroll to the sentiment breakdown and click any specific aspect to reveal all associated positive, neutral, and negative reviews.

  7. Generate departmental sentiment insights

    Use the 'Sentiments by time' content block to identify specific departmental performance (e.g., housekeeping, F&B, wellness) and turn guest feedback into clear priorities for team briefings.
    1. In the Reports module, create a new report and add the 'Sentiments by time' content block.
    2. Expand the block and adjust the following settings:
      • Change aggregation to 'Days'.
      • Select the specific Segment (e.g., housekeeping, F&B, wellness) to analyze.
    3. Download, Preview, or Share the report to distribute the insights.

  8. Enable and configure Automated AI replies for reviews

    Automated AI replies can be used for Google reviews and post-stay surveys to reduce manual response time. You can set a delay before the reply is sent to allow for manual review of sensitive responses, and define a score threshold to ensure low-rated reviews are handled manually by a team member.
    1. Go to Settings > Reviews.
    2. Toggle 'Automatic AI replies' to On.
    3. Click 'Delay the answer sending' and select the number of hours to wait before dispatching.
    4. Configure the 'Review Score Threshold' to determine the rating below which reviews are held for manual reply.

  9. Filter reviews by department or sentiment

    To address specific operational issues (e.g., 'wellness' or 'breakfast'), use the advanced filtering options in the Reviews module. This allows departments to isolate negative feedback tied to their area of responsibility and prioritize critical reviews for resolution.
    1. Open the Reviews module.
    2. Click 'More filters'.
    3. Refine the view by segment, overall sentiment, score range, events, or tags.
    4. Select a filtered review to generate an AI reply or write a manual response.

  10. Connect Google Business Profile for review responses

    Connecting Google must be done by the user because Google may require two-factor authentication tied to the personal account settings.

    Steps to connect:

    1. Navigate to Property Settings > Connected Channels.
    2. Click Add Channel and select Google Login.
    3. Enter your Google Business Account credentials.
    4. Select your property and continue.

    Once connected, a green tick indicates the channel is active, and reviews will appear within a few minutes.

  11. Monitor public reputation metrics in the Statistics module

    Track public scores to identify service breakdowns. Critical thresholds include Booking.com ratings below 8 or Google/TripAdvisor scores under 4. Use the Statistics module to benchmark performance and view unified scores.

    Step-by-step process:

    1. Open the Statistics module and use the Everguest Tree to view current reputation metrics.
    2. Navigate to the 'General Ratings' tab: filter by property and date range, and add events or tags for context or competitor benchmarking.
    3. Navigate to the 'Everguest Score' tab: apply filters to view a unified performance score based on combined guest feedback and online reviews.

  12. Build a survey using the Survey Builder

    The Survey Builder uses a drag-and-drop Items panel on the left to construct the form. To add an element, click Add and drag the item into place. Items can be rearranged or removed using the bin icon in the top-right corner of the selected item.

    Available Item Types:

    • Hero Image: Landscape image (min 1,000 px wide). Defaults to property visuals if omitted.
    • Title: The main heading (Mandatory).
    • Short Note / Note: Guiding text between questions.
    • Overall Score: Required for Post-Stay surveys. Triggers a comment box if the score is low.
    • NPS (Net Promoter Score): Measures recommendation likelihood.
    • Free-Type Questions: Supports Rating, Yes/No, Text, Select/Multiple Select, and Date Field.

    Editing Questions: Click a question to open the right-hand settings panel to make questions mandatory, adjust rating scales, modify select options, or restrict date fields.