Ownerlistens FAQ

For Business Owners

What is OwnerListens?

OwnerListens is platform that allows customers to send text messages and Facebook Messenger IMs to your business and gives you the tools you need to manage and respond to the incoming messages. This provides customers with an easy way to contact businesses on the go and allows business to respond in real-time to offer assistance and increase their sales.

How does OwnerListens work?

First, claim your business on OwnerListens at ownerlistens.com. It’s quick and easy - just choose your login information, input your business name and city and select a plan.

Then, spread the word to customers that they can now text. Use our sign builder, the included Message Mate or good old social media and email channels.

Finally, reply to incoming messages just like you would to any other text message or email exchange. If you chose to receive messages via SMS, you can respond directly by texting back your reply*. If you chose email, the link in your email will take your OwnerListens inbox where you will simply login and respond via the OwnerListens dashboard.

*(Note: OwnerListens does not charge for SMS delivery; however, your carrier SMS fees still apply)

Why should I use OwnerListens?

Many reasons! Listening and responding to customer messages is one of the best ways to improve your business, satisfy customers, and privately respond to negative feedback before customers go to public review sites. In addition, responding to customers with OwnerListens enhances customer experience and is a great way to tell your customers that you care. By now, almost all of your customers have a mobile phone with access to the internet. Posting an anonymous online review is at their fingertips so it is up to you to offer them a better alternative: A way to send you reviews directly using OwnerListens.

What is the best way to respond to customer messages?

When messaging with customers, the two most important things are:

1. Respond to each and every customer. Customers want to be heard and want to know you're listening. Whether it's a compliment or a complaint, make sure to reply.

2. Respond quickly. The faster you respond, the higher the likelihood of making angry customers happy and happy customers happier. Especially is someone sends a complaint, get on it quickly. You don't want that customer running to Yelp or Facebook to slam you.

Content-wise, just respond as appropriate for each message. Reply to complaints calmly and with a resolution in mind. Express gratefulness for compliments. Consider suggestions with an open mind and thank the customer for the effort. As long as you keep your responses genuine, polite and professional, customers will appreciate your responsiveness and attention.

How can I change my account information?

You can change your password or contact information easily through the OwnerListens dashboard. Simply login to your inbox, click on the change password/contact information links located in the lower section of the page, and follow the onscreen prompts. To change any other account information, just send an email to support@ownerlistens.com with your request and we will respond promptly.

What is the OwnerListens Dashboard for?

The OwnerListens Dashboard, which is accessible from any browser, provides a complete, real time view of all the messages sent to your business. If you have multiple locations all of them will appear on one convenient dashboard.

You can respond to messages, mark messages as resolved, note particularly helpful messages for sharing with your team and generate reports about each location. The reports give you a bird's eye view of all messages sent to the location as well as key stats about how you're responding to customers.

For more about using the OwnerListens Dashboard visit our Learning Center or YouTube channel

What personal information is stored?

Your name, phone number, and email are the only pieces of information used to claim your inbox. Phone number and email address are only used to route messages, and are never displayed or shared with customers.

Will customers see my name and number?

No. OwnerListens exchanges no personal information; only your responses are sent to the customer. However, if your messages contain personal information in the text, it will be delivered to the recipient as part of the response. It is up to you if you wish to include personal information in the text of the message. We suggest at the very least signing a message with your first name gives your response a more personal and genuine tone.

Can OwnerListens remove negative reviews about my business that are already on public review sites such as Yelp, TripAdvisor, UrbanSpoon, etc?

No. We do not have the power to remove existing public reviews. However, OwnerListens prevents negative public reviews in the first place. By providing customers a way to privately message you directly and privately, OwnerListens gives you the opportunity to resolve situations immediately. This may even turn a negative review into a positive one. In addition, by getting fewer negative reviews online, your overall online review scores will inherently improve. Join OwnerListens now to keep negative reviews offline and improve your overall online rating.

What is OwnerListens’ Privacy Policy and Terms of Service?

Our privacy policy and terms of service are available here. Email us at support@ownerlistens.com if you would like a PDF copy emailed to you.

Have a message for us?

We practice what we preach. Send us your feedback, feature requests and suggestions to support@ownerlistens.com

Where can I learn more?

Check out the OwnerListens Learning Center

Subscribe to our YouTube channel

Send us an email to support@ownerlistens.com or text us at: 650-825-1166

For Customers

What is OwnerListens?: OwnerListens is a technology platform that allows you to text or IM your favorite businesses.
How does OwnerListens work?: if the business you want to contact uses OwnerListens, they will typically display the number to text to reach them. Simply tap the number on their site or manually type it in your texting app and send your message. It's as simple as that.
How much does OwnerListens cost?: OwnerListens is free!
Where can I use OwnerListens?
Will the business know who I am?: No. OwnerListens does not exchange, share, or display personal information in any way aside from your cell phone number and any information you share in the body of the text message.
What is OwnerListens' Privacy Policy and Terms of Service?: Our privacy policy and terms of service are available here. Email us at support@ownerlistens.com if you would like a PDF copy emailed to you.

Have a question or a feature suggestion?
Email us at david@ownerlistens.com
Or text: 650-825-1166