EchoRank User Guide

Your first 30 minutes

The full setup, in order. When every box is ticked, the platform is watching your reputation around the clock.

• ☐ Create your account (14 day trial, no card)
• ☐ Connect your Google Business Profile
• ☐ Connect your website domain
• ☐ Import historical reviews (extension or CSV)
• ☐ Add your customer list
• ☐ Launch your first review campaign
• ☐ Set alert destination addresses
• ☐ Run your first AI visibility audit (Growth and above)
• ☐ Add a competitor (Growth and above)
• ☐ Check your Reputation Risk Score (Growth and above)

Why businesses need Google review management software

Google review management software is not just a tool for handling reviews. It is a strategic asset, for a single location shop as much as for multinationals and enterprises. Here is what the right platform brings:

• Brand image and personalization: every review answered in a consistent voice, at scale.
• Multi location and multilingual management: one place for every location and every language your customers write in.
• Efficiency: reading, drafting and routing are automated, so minutes replace hours.
• Measure customer satisfaction with sentiment analysis: every review and comment is scored, so satisfaction becomes a trend you can watch instead of a guess.
• Risk mitigation: recurring complaints and suspicious review activity surface before they become crises.
• Drive business decisions: scores, deltas and revenue at risk turn reputation into numbers a leadership team can act on.
• Competitive intelligence: daily competitor snapshots show who is gaining ground and when.

1. Create your account

Go to the register page, enter your name, work email, business name and a password of at least 8 characters. Every new account starts a 14 day free trial with no credit card required. Nothing is charged unless you subscribe.

You can invite teammates later from the Team page. The person who creates the account is the owner.

2. Connect your sources

Three connections give the platform everything it needs. First, your Google Business Profile: connecting it imports your reviews and starts scoring immediately. Second, your other review sources from the Monitoring page: each configured source syncs new reviews as they arrive. Third, your website: enter your domain and the first AI visibility audit runs within minutes.

History matters. Use the browser extension or a CSV import to bring in past reviews and customers so your scores start with context instead of a blank slate.

3. The dashboard

The dashboard is your daily view: recent reviews, feedback activity, campaign performance and the state of your reputation intelligence. Deeper views live under Intelligence for risk and competitors, Monitoring for sources and reviews, and Campaigns for outreach.

4. Review campaigns

Campaigns ask your customers for reviews at the right moment, over email and SMS. Create a campaign from the Campaigns page, pick or write a template, choose the audience from your customer list, and launch. Sending respects opt outs, and you are responsible for having consent to contact your recipients under the laws that apply to them.

SMS delivery requires SMS sending to be enabled on your account. Email works out of the box.

5. Review links and QR codes

A review link is a short link that takes a customer straight to your review page. Create and manage them on the Review Links page. Every review link can be downloaded as a QR code image, ready to print on receipts, counters, table tents or vehicles. Customers scan, land on the right page, and leave a review in seconds.

6. Private feedback and service recovery

Unhappy customers need a direct channel before they reach for a public megaphone. Feedback forms give them one. Submissions route to the right person, appear in your feedback inbox, and feed the risk score the same hour.

The Recovery page tracks unhappy cases through to resolution so nothing falls through the cracks.

7. Review monitoring and imports

The Monitoring page lists every review from every connected source in one feed, scored for sentiment on arrival. Add or remove sources at any time.

Two import paths exist. The browser extension imports reviews directly from platforms while you browse them. The CSV importer on the Imports page handles bulk history: upload, map the columns, review the preview, and commit.

8. AI response drafting

Every review deserves an answer, and drafting them is the part most owners skip. EchoRank drafts a professional reply in your voice: it thanks positive reviewers concretely, acknowledges problems without arguing, and invites unhappy customers to continue offline. You review, edit if needed, and publish. Nothing is ever posted without your approval.

9. AI visibility audit (Growth and above)

When a customer asks ChatGPT, Google AI or Perplexity which business to hire, those systems do not pick at random. They evaluate signals: crawler access, structured data, review freshness, information consistency. The audit measures exactly those signals and tells you what to fix, in order of impact. The audit checks every factor that decides whether AI assistants can see, trust and cite your business: crawler access, machine readability, structure, and trust signals. You get a 0 to 100 score, a grade, and a fix roadmap ordered by impact.

Run it from the Visibility page. Re-run after making fixes to watch the score respond.

10. Scheduled re-audits and visibility alerts (Growth and above)

Visibility is not a one time check. Scheduled re-audits run automatically and alert you on score drops and on crawler access flips, so a silent disappearance from AI answers never goes unnoticed.

11. AI answer tracking (Agency)

Define the questions your customers actually ask, and the platform runs them against ChatGPT, Perplexity and Google AI every day. You see when you are cited, when you are misrepresented, and when you are absent, with history, so you know the day AI starts recommending you and the moment it stops.

12. The Reputation Risk Score (Growth and above)

Reputation problems rarely announce themselves. They build quietly, a slowing review pace or a cluster of complaints about the same thing, until a public crisis makes them visible. The Risk Score exists to surface that build-up while it is still cheap to fix. One number from 0 to 100 summarizes your reputation risk across public reviews, private feedback, AI visibility and review velocity. It is fully explainable: five weighted components, and every driver behind the score is named, so you always know what to fix first.

The score recomputes every hour, with 7 and 30 day changes and a 90 day history so trends surface early. Find it under Intelligence, Risk.

13. Revenue at risk (Growth and above)

Enter your monthly revenue in the risk configuration panel and the score is translated into an estimated amount of revenue exposed per month. It is an estimate for prioritization, not an accounting figure, and it turns a discussion about scores into a decision about money.

14. Alerts

Alerts fire when the score crosses a threshold, when it spikes over 7 days, or when a critical signal lands. Each alert arrives with the cause attached, and alerts are deduplicated so a crossing fires once instead of every hour you stay above the line.

Set the destination addresses in the risk configuration panel. Digest emails group event bursts so your inbox never floods.

15. Competitor monitoring (Growth: 1, Agency: 5)

Your rating can hold steady while a competitor quietly overtakes you on review volume and momentum. By the time you notice it in your bookings, they will have had months of head start. Daily snapshots close that gap to a week. Add competitors by searching for their business listing. Every morning the platform snapshots their rating and review count, computes momentum, and compares it to your own review pace. When a rival gains ground faster than you, a momentum alert reaches you the same week.

Find it under Intelligence, Competitors.

16. Customers and templates

The Customers page is your contact base for campaigns: add customers manually, or in bulk through the CSV importer. Templates hold your reusable email and SMS content so campaigns launch in seconds.

17. Team, multi client and white label (Agency)

Invite teammates with roles from the Team page. Agencies can run multiple client workspaces and use white label options so clients see the agency brand.

18. Billing and plans

Manage your subscription on the Billing page. Plans renew automatically until cancelled, and cancellation takes effect at the end of the current period. Feature availability: campaigns, feedback, monitoring and response drafting on every plan. Visibility audit, risk score, alerts and revenue at risk from Growth. Answer tracking, five competitors, white label and multi client from Agency.

19. Your data

You can export your data and request deletion. Deletion removes your content subject to a short backup cycle and legal retention duties. The details live in the Privacy Policy, linked in the footer of every page.

20. Getting help

Questions, problems or requests: write to [email protected]. This guide is updated as features ship; the date at the top tells you how fresh it is.

21. Download your reviews as a CSV

Most review platforms let business owners export their own reviews. On Google, request an export of your Google Business Profile data through Google Takeout: select the Google Business Profile product, and the archive you receive includes your reviews. Other platforms offer a CSV or spreadsheet export in their business dashboard, often under settings or reports. If a platform offers no export at all, the browser extension in section 23 is usually the faster path.

Whatever the source, aim for one row per review with columns such as author, rating, date and text. The importer maps your columns, so exact column names do not matter.

22. Upload a review CSV into EchoRank

Open the Imports page and upload your file. On the mapping screen, match your columns to EchoRank fields: the importer suggests matches and you correct anything it got wrong. Check the preview, which shows exactly what will be created and flags problem rows. Then commit.

The import runs in the background; large files are processed in batches and you can keep working while it runs. Imported reviews join your monitored feed, are scored for sentiment, and count toward your risk history like any other signal.

23. Use the browser extension, in Chrome and in Brave

The EchoRank extension imports reviews directly from pages you can already see in your browser. It is built for Chromium browsers, so it works in Google Chrome and in Brave the same way. Install it from the link on the Extension page of your dashboard; the Chrome Web Store works natively in Brave, so click Add and confirm.

Connect it once: open the extension, sign in, and it links to your account with a secure token from the Extension page. Then browse to your reviews on a supported source, for example your Google Business listing in Search or Maps, or your public business page on platforms such as Facebook from Meta, and click Import. The extension reads the reviews visible on the page and sends them to your account, where they are deduplicated and scored like any other import.

Import only reviews of your own business or reviews you have the right to process, and respect each platform's terms of use. If a page is not recognized as a supported source, the import stays disabled; the CSV path in sections 21 and 22 is the fallback.

Troubleshooting

Why are my Google reviews not importing? Check, in order: your Google Business Profile is connected and the Monitoring page shows the source as active; you connected the right Google account, since the wrong one is the most common cause; the initial sync is still running, as large profiles take several minutes; the review is very recent, since new reviews arrive on the next sync cycle, not instantly.

Why is my AI visibility score low even though my site looks fine? Looking fine to a visitor and being readable by AI crawlers are different tests. The most common causes are a robots.txt rule blocking GPTBot, ClaudeBot, PerplexityBot or Google-Extended, often inherited from a former agency or a CDN default, missing structured data, and key information locked inside images or PDFs. The audit report names each failing check.

Why has my Risk Score not updated? The score recomputes hourly, from dated signals. If nothing new arrived, no review, no feedback, no audit, the score holds. A score that never moves for weeks is itself a signal: the stagnation component will start to reflect it.

The browser extension says the page is not supported. The extension reads reviews from recognized layouts. If a platform page is not recognized, import is disabled by design; use the CSV path in sections 21 and 22 instead.

My campaign emails are not arriving. Check the recipient is not opted out, verify the address in your customer record, and ask the recipient to check spam on the first send. SMS additionally requires SMS sending to be enabled on your account.

Best practices

The habits that make the platform pay for itself:

• Ask for reviews within 24 hours of service; response rates fall fast after the first day.
• Respond to every review, positive ones included. Replies are a trust signal both customers and AI systems read.
• Import your history before anything else. Scores computed with context beat scores computed from zero.
• Review your alerts every morning; they arrive with the cause attached, so triage takes seconds.
• Check competitor momentum weekly.
• Re-run the AI visibility audit after every website or infrastructure change.
• Treat recurring complaint themes as operations problems, not communications problems: fix the cause, and the reviews follow.

Frequently asked questions

Can EchoRank respond to reviews automatically? It drafts; you approve. Every reply is generated in your voice, but nothing is published without your explicit approval. That is deliberate: a wrong automated reply costs more than a slow human one.

Can I monitor multiple locations? Yes. Multi location management is a core use case, and agencies on the Agency plan can run separate client workspaces with white label branding.

How often should I run an AI Visibility Audit? On Growth and above, scheduled re-audits run automatically and alert you on score drops and crawler flips. Manually, re-run after any website change. For the full picture of what the audit checks and why, see the AI Visibility Guide.

Do Google reviews affect AI recommendations? Yes, strongly. Review freshness, volume and your replies are among the signals AI assistants weigh. The AI Visibility Guide covers the mechanics in detail.

What happens to my data if I cancel? You can export your data at any time and request deletion. Deletion removes your content subject to a short backup cycle and legal retention duties; details in the Privacy Policy.

You are set

Your reputation is now being watched around the clock: reviews, private feedback, AI visibility, competitors and risk, continuously. You will know about opportunities and problems before they reach your bottom line. Make it a habit: check the dashboard with your morning coffee, act on alerts the day they arrive, and re-run the visibility audit after any website change. Reputation is not a one time project; it is a compounding advantage, and you now have the machinery to compound it.