Read this one time and you will know how to use Replio. Keep it open while you click around. Nothing here is hard. Most of it takes five minutes a day. By the end of the week it will feel easy.
Every review for your two stores comes into Replio on its own. You do not go get them. For each review, Replio already wrote a reply that sounds like you. You read it. If you like it, you send it. No writing. No blank box. No wondering what to say.
Right now Google is still turning on the button that lets Replio post your reply for you. So for a little while, when you hit the button, Replio copies your reply and opens your Google page. You just click in the reply box and paste. That is it. We will show you below. It takes about fifteen seconds.
Under all of that, Replio is also reading what your guests say and turning it into a simple coaching plan for your team. The replies are the easy part. The coaching is where it gets good.
Replio is not a thing you sit in for an hour. It is built for five minutes a day. Here is the loop.
Go to app.repliohq.com. You land on the Dashboard. Look at two numbers: Pending and Urgent.
It is in the menu on the left. Every review is here, and each one already has a reply written for you. The bad ones are flagged in red.
Read the reply. If it is good, hit the button. Replio copies the reply and opens Google. Paste it in. Done. About fifteen seconds per review.
Monday morning is good. It shows you what guests are talking about most. That is your team huddle topic for the week.
That is it. Five minutes. Replio keeps working in the background.
Your morning look. Two minutes here tells you what kind of day it is.
At the top it says hi with your name. Then your Replio Score, a grade from 0 to 100 for how your guests feel. Then a short daily note from Replio. Then big number tiles. Then your newest reviews. You can switch between both stores or look at them together with the location button.
A little list showing where your reviews come from, like Google and Yelp, with a count for each. As more come in, this fills out.
Look at Pending and Urgent. If either one is more than zero, click Reviews and clear them. The Dashboard is just a check in. The work happens on Reviews.
Every review. Every reply, already written. You check it and send it.
There are buttons to sort your reviews. You can pick a store, pick a place the review came from like Google or Yelp, or pick a status. Use Needs Reply as your to do list for the day. When you answer one, it drops off, so you only see what is left.
You see the stars, the guest name, what they wrote, and the date. If it is a 1 or 2 star and has no reply yet, it gets a red URGENT tag. Under it are little colored tags that show what the guest talked about, like Food, Service, or Speed.
Click Drafts Ready on a card. You get reply choices to pick from:
You can:
This is the most important part. Do it one time and you will not need this page again.
Google is still turning on the button that lets Replio post for you. We asked, and it is waiting on their okay. Until then, you paste. Replio copies the reply and opens Google, so all you do is click and paste. The day Google says yes, this turns into one tap and the paste step goes away. Nothing for you to do, it will just get easier.
Replio does not paste the same boring "sorry" on every review.
For an upset guest, Replio follows a simple plan that good operators use. It is easy to remember:
Say back what the guest said, in their own words.
Show them you get it. Not a brush off.
Take it on the chin. Be real, not generic.
Give them a way back. An invite back, a fix, a name to ask for.
Leave them feeling better than when they walked in.
You are not sending a flat "sorry for your experience". You are sending a real reply that wins the guest back, every time, without you having to think it up.
The page that turns your reviews into one team huddle.
A Guest Satisfaction Score at the top out of 100. A red card showing the number one thing to fix this week. A safety warning if a guest mentions a bug, hair, or anything in the food, so you catch it early. Then a list of topics like Speed, Food Quality, Cleanliness, and Team Friendliness, each with how many good and bad mentions it got.
Once a week, at the start of the week. Pick one thing to work on with the team. Check back next week to see if it got better.
A coach that knows your stores and answers in plain words.
Rex is built into Replio. You can ask Rex things like "what should I tell my team today" or "what are guests upset about this week" and it answers based on your real reviews. The more you tell Rex about your goals in Settings, the better it gets. It takes about ninety seconds to set up and it makes everything sharper.
Only the reviews that need you right now.
This page shows just the 1 and 2 star reviews. A red tag means it still needs you. A green check means it is handled. If you want a clean list of only the painful ones, without scrolling past the happy 5 stars, start your morning here. A 1 star needs you today. Anything about food safety, treat it like a fire.
A simple tracker for every unhappy guest, until you know how it ended.
Every upset guest shows up here. You mark them Recovered if they came back happy, or Lost if they are gone. At the top you see how many you have won back and your win rate. Most places answer bad reviews but never track if the guest came back. This number proves your team is fixing things, not just saying sorry.
Simple charts that show if things are getting better.
At the top, four numbers: your star average, your response rate, total reviews, and how fast you answer. Below that, charts that show your stars over time and which sites send the most reviews. Look once a week or before any big meeting. If your rating is going up and your reply time is going down, you are winning.
Tools to get happy guests to leave you a 5 star.
This is where you turn happy guests into more good reviews on Google. You get a link to share, a QR code you can print for the table or the door, and ready made notes you can text or email a guest you just made happy. You will not use this every day. Run it like a little push every couple of weeks.
A few things to set up on day one. You will not come back much.
The first time you log in, go to Settings and set a password you will remember. It takes ten seconds and it is yours from then on.
This is the rhythm the owners who get the most out of Replio fall into. Not a rulebook. Just a pattern that works.
Anything you do not get, anything that looks wrong, anything that just feels weird. Text me. There is no help ticket. There is me. I built this for you and I am on the other end of your phone.
And if you find something in here you love, or you wish it did one more thing, tell me that too. The best ideas in this app came from owners saying "what if it also did this".
Glad you are in, Nandini. The first week feels new. The second week feels normal. By week three it is just how the stores run.
Chase