Idioma Português
PT BR
Brand Page Manual
Take advantage of the millions of hits and views to improve the relationship with your clients, generating more engagement and opportunities for new deals. Besides making your webpage much more attractive and functional, of course, with Reclame AQUI’s Brand Page!


See how to personalize your page! 
The best benefits to keep your Reclame AQUI page looking sharp while representing your business!
Only those with a Brand Page can:
Colocar imagem de capa na Brand Page e na página de reclamações, logo e descrição da empresa, vídeo institucional ou campanha de branding, botão de call-to-action na Brand Page, na página de reclamações e no vídeo;

Adicionar canais de atendimento (3 telefones e Fale Conosco) e  Redes Sociais (Facebook, Instagram, LinkedIn, Twitter, Youtube) ;

Transformar o Reclame AQUI em touchpoint para realizar Content Marketing;

  • Put a cover image on the Brand Page and the complaints page, logo and description of the company, institutional video or branding campaign, a call to action button on the Brand Page, complaints page and on the video
  • Add support channels (3 phonelines and Contact Us) and Social Medias (Facebook, Instagram, LinkedIn, Twitter, YouTube)
  • Display your products on an exclusive showcase
  • Crisis alert to keep the consumer always up-to-date
Esclarecer as principais dúvidas através de uma FAQ;

Ter acesso ao RA Analytics - performance geral e comparativa de até 3 concorrentes ;

Exibir seus produtos em uma vitrine exclusiva e ainda deixar público os reviews verdadeiros do seu cliente através da RA Trustvox; 

Aproveitar seus dados para realizar pesquisa com usuários.
  • Clarify the main concerns through an FAQ
  • Have access to the RA Analytics – general and comparative performance of up to 3 competing companies
  • Transform Reclame AQUI into a touchpoint to implement Content Marketing
  • Make use of your data to survey the users
  • When your Home Page is shown, the users will see the “responded complaints” tab
Important: Some functionalities of the Brand Page correspond to the plan acquired by the company. 
You can upgrade at any moment, just click HERE.
Company Space
To use the Brand Page functions, access Reclame AQUI and log into your account as usual through the Company Space with your username and password.

In case you have forgotten your password to the Company Space, click here to recover your password.
As you enter the Company Space, you will have access to the submenu “Brand Page” under the menu on the left.
Content Allowed
Before you start reading the manual, it is important to know that the Brand Page accepts all content that promotes a closer communication between your company and the consumer, that is to say, your customer alongside you.

For this to happen, we need some rules regarding what type on content you can and cannot post on the Brand Page:

What you CAN post on your Brand Page:
  • Institutional Content: what does the company do, what are its mission and values.
  • Details about the company’s support channels, on the proper designated area.
    Tip: use the area "My Contacts" to highlight the main support channels (for Support and Premium plans).
  • Content of crisis alert.
  • Contents.
  • Important announcements such as recall of products, system failures, clarifications.
  • Frequently asked questions, to speed up the support process.
  • Highlight your social networks (for Marketing and Premium plans).
  • Publish technical manuals about products and services.
  • Guidelines or alerts about specific services and products.
  • Online service guide.
  • Use Call to Action buttons (for Marketing and Premium plans) for the consumer to download the app, register on the website or open an account.
  • Insert data about external channels on the contents, FAQ and video for informative purposes. Ex: Links for procedure instructions of the company (Password reset, reimbursement request, exchange, among others), dissemination of initiatives (company cases, news, links to seasonal campaigns and launches, among others).
What you CANNOT post on your Brand Page:
  • Promotion of Products.
  • Promotion of awards and/or titles, such as “biggest company”, “best company” or similar without citing the original source that granted such awards or titles.
  • Sales pitching on the cover image, FAQ, company description and content such as “Hire here”, “Buy now”, “Ask for you budget”, etc. This functionality is exclusive to the Call-to-Action field.

    Tip: on the Marketing and Premium plans, you can include a personalized and highlighted Call-to-Action on top of your Brand Page, on the complaint pages, on the contents and video contents. For more information see the section “Call-to-Action”.
  • Content that denigrates Reclame AQUI’s image.
  • Content that denigrates other companies’ images.
  • Content that directly cites, offensively and comparatively, the names of other companies.
  • Content of other companies of the group and/or partners.
  • Content directed to people or specific cases.
  • Content of appellative nature.
    Ex: inadequate language, rude, depreciative or violence inciting, which includes racist, discriminatory, sexual or obscene language.
  • Illicit content contrary to the statutory provision of Brazilian legislation.
  • Misleading or abusive advertisement, provided for in Article 37 of the CDC (Code of Defense of the Consumer).
  • Age-restricted content without proper notification of such impeditive.
  • Political, ideological or religious content that insults each and every religion and religious freedom.
  • Incentive of the use of channels external to Reclame AQUI on posts and other content originating from the company.
    Ex: including any support channels, such as phone numbers, customer service, e-mail, website, contact us, social medias, among others, on the cover image, important notices, FAQ, description or videos.
  • Inclusion of advertising that ensures that the client will not have any mishaps.
    Ex: “Buy with us and save yourself some headache”.
  • Incentive of the use of channels external to Reclame AQUI on posts and other content originating from the company.
    Ex: including any support channels, such as phone numbers, customer service, e-mail, website, contact us, social medias, among others, on the cover image and on the company’s description.
About my company
Em “Sobre minha empresa”, você editará todas as informações institucionais da sua empresa.

Important: follow the tips for use of each item to make the most out of your Brand Page.

Company logo
Follow our tips so that your company logo gets even more in evidence on your Brand Page. :)

Tip: It is important that the image is centralized (the image will be rounded on the website) to be correctly displayed on your Brand Page. To insert the image, click on “Change”. After that, choose your file.

Attention: as soon as you are finished, click on “save changes” to confirm changes.
On the Company Logo menu, follow all the technical guidelines, such as defining file size and image resolution.

Image extension: JPEG or PNG

Resolution: 150x150px

Size: 2Mb
Brand Page cover image
You can only post the institutional image on the Brad Page cover. Just like in Logo, follow the guidelines so that the cover is aligned on the website. It is possible to have a cover on the Desktop and Mobile versions.

1st Tip: From January to November 2019, 61% of Reclame AQUI’s hits were via mobile. Because of that, don’t forget to add a cover image in there too! 

Pay attention to the sizes and resolutions.

2nd Tip: It is time to choose an impactful image that reflects your brand and evokes a feeling on those who access you Brand Page. Don’t ever think about posting long texts, support channels (phone numbers, customer support, e-mail, website, contact us, among others) or promotional content, okay? :). It is also not permitted to include advertising that ensures that the customer won’t have any mishaps. Ex: Buy with us and save yourself some headache”.
Do you still have any doubts?

DESKTOP
Image Extension:
JPG or PNG
Resolution: 1920x250px
Max Size: 2Mb

Template for creation (Photoshop)

MOBILE
Image Extension:
JPG or PNG
Resolution:
768X105px
Max Size:
2Mb

Template for creation (Photoshop)
Attention! Center the content

Avoid positioning relevant content on the sides of the cover image, they might get cut-off, depending on the monitor size used to access your Brand Page.

In general, centering the content is an easy was to ensure that nothing will be lost. If you want more control over the creation of your cover image, use our creation templates below.
Company Description
In Company Description you can create an institutional description of up to 200 characters about what your company is.

Tip: use this space to tell a bit about your company and what does it do. It is very important for the consumer to understand who you are. So, talk about your history here.

Tip 2: do not use this space to talk about support. You already have a dedicated place for this on the Brand Page.

Attention: do not forget to save your changes at the bottom of the page.
My address
If you like, you can make your company’s CNPJ (tax id number) information public. For such, just include the CNPJ number visiting My address located on the side menu on the Company Space.
From then on, Reclame AQUI will perform search of the CNPJ with the Federal Revenue and display the address on the CNPJ card. After confirming, you can opt for making your address public on your Reclame AQUI page.
You can visualize the result by clicking on the icon next to the phrase: “Publicly show my address on my page”.
My contacts
Take advantage of this space to show your main support channels!

Important: here you are going to put exactly the contacts of your company, deal? ;)
Company’s websitepresa

Put up to 2 links on this space. One linking to your website’s home page and another to the support page.

IMPORTANT: This functionality is exclusive for the Atendimento or Premium plans.
To upgrade your plan, click
HERE

Examples

Link 1:
https://www.sitedasuaempresa.com.br

Link 2:
https://www.sitedasuaempresa.com.br/atendimento

Tip:
it is important to keep the “https://” or “http://” on the link for it to be inserted successfully.
Company Telephones
IMPORTANT: This functionality is exclusive for the Atendimento or Premium plans.
To upgrade your plan, click
HERE
In “Company telephones” you can include up to 3 telephones, that will be shown on the Brand Page. Not to mention you can name the channel and also edit the hours of operation.

Tip: only include customer support telephones (Customer Support and Contact Us). Avoid publicizing sales channels on this space.

In “Telephone”, click on “edit” to enter the number and then click “save”.

To add a contact, click on the + (plus) button, add the information and then click the green confirmation button.
Redes sociais
IMPORTANT: This functionality is exclusive for the Marketing or Premium plans.
To upgrade your plan, click
HERE
In “Social Networks”, your brand can link up to 5 social networks, according to the image below. To add a link, just click the “edit” button (blue pencil), put the URL e then click on “save” (green button).
After you save your link, you can access the social network by clicking the respective link. 

Attention:
do not forget to save the changes at the bottom of the page.
My e-mails
When accessing the company space, you can configure the e-mails of the people responsible for managing the company’s page on Reclame AQUI, from marketing and customer service sectors. These contacts will receive alerts, notifications, content and news from Reclame AQUI.
To add the e-mail addresses, click on Settings > My e-mails
Primeiro passo adicione os contatos das pessoas responsáveis pelo atendimento, marketing e responsável da empresa para receber conteúdos importantes:
Next step, put the e-mails of up to 3 people that need to receive the content, notifications and updated information about the complaints:
Lastly, put the e-mail of up to 3 people to receive information regarding the monitoring of your complaints and your page status; if the volume of complaints is on alert, attention or within normality.
Company Telephones
IMPORTANT: This functionality is exclusive for the Atendimento or Premium plans.
To upgrade your plan, click
HERE
In “company telephones”, you can include up to 3 telephone numbers, that will be shown on the Brand Page. Besides this, you can rename the channel and edit the hours of operation.

Tip: include only customer support telephones (Customer support and Contact Us). Avoid disclosing sales channels in this area.

In “Telephone”, click on “edit” to include the number, then click on “save”.

To add a contact, click on the + (plus) button, put the information and after that click the green confirmation button.
Social networks
IMPORTANT: This functionality is exclusive for the Marketing or Premium plans.
To upgrade your plan, click
HERE
In social networks, your brand can include links for up to 5 social networks, according to the image below. To add a social network, just click the “edit” button (blue pencil), put the URL and then click on “save” (green button).
After saving, you will be able to open the social network by clicking the respective link.

Attention:
do not forget to save the changes at the bottom of the page.
Call-to-action
IMPORTANT: This functionality is exclusive for the Marketing or Premium plans.
To upgrade your plan, click
HERE
Add a call-to-action button on you Brand Page, on the complaints page of your company on Reclame AQUI, on the video content and on the highlighted content so that the consumers can buy, download your app or register on your website. :)
Where will the CTAs be?
To make your calls-to-action more attractive, the buttons are well located to catch the attention of the consumer, on the Brand Page (main page of the company on RA), complaints page, on the highlighted content and on the video.

Call-to-action on Brand Page:
Call-to-action on the complaint page
Call-to-action on the video:
The button options are:

Explore all the possibilities that the Call-to-Action buttons can offer you! ;)


Open your account:
this button is ideal for financial institutions. Have a button on your Brand Page so that the client can open an account on your company.

Schedule: to facilitate the communication with clients, take advantage of Reclame AQUI’s traffic and direct the access to a scheduling link.

Download the app: advertise your brand’s main app on the Brand Page!

Register: you can generate many leads starting with this button!

Buy now: take advantage of the consumer visit on your Brand Page and direct them to buy your brand’s product!

Hire now: if your company offers subscription service, this is the perfect button! ;)

Donate: are you making a donation campaign? Have a CTA on you Brand Page for the consumer to donate and engage your cause.

Negotiate: in case you need to negotiate with the customer or make a deal, give them this option directly through Reclame AQUI.Register: it is possible to get many new registrations on your website by means of this button!

Get price quote: use this button so that consumers can get a price quote of your service or product.

Where to buy: point the main stores of you brand or advertise in which stores your customers can find your products or services. :)

Book now: oriented for travel agencies, hotels, among other services that need booking, this button is essential on these brands’ Brand Page.

Learn more: in case you have a webpage with more information about your brand or product, use this button on your Brand Page.

See special deals: with this button you can direct your customer to a special deal webpage!
Product Showcase
IMPORTANT: This functionality is exclusive for the Marketing or Premium plans.
To upgrade your plan, click
HERE.
The best is that there is no limit of products on the list you will send us! After all, the more products you advertise, the better your performance will be, increasing the chances of sale. From this list, 9 catalogues of products will be randomly shown on your Brand Page. 

How to include my showcase?

Do you know the XML in which you host your products and utilize on other players (such as Google Shopping, Instagram and Facebook)? You can make use of it to create your showcase.

Just send it through our exclusive support, and in up to 3 business days your Showcase will be up on your Brand Page!

See below a model of how the XML must be sent. The requirements are highlighted. The file must always have a “Channel”, which will be the opening of all the items.

Attention: Observe that the value of the product is also highlighted. It is not required, but it is essential for companies that want to show prices on the Showcase. This example uses two products.
The Product Showcase allows you to advertise your products right on your Brand Page. It is an easy and fast way to advertise to all the consumers who search for your company on Reclame AQUI.

<rss xmlns:g="http://base.google.com/ns/1.0" version="2.0">
  <channel>
  <title>
      <![CDATA[ Nome Loja ]]>
     </title>
     <link>http://www.siteloja.com.br</link>
     <description>...</description>
     <item>
      <title>
        <![CDATA[ Nome do Produto (Obrigatório) ]]>
       </title>
       <link>URL_do_produto (Obrigatório)</link>
       <description>
        <![CDATA[ Descrição do produto (Obrigatório) ]]>
       </description>
       <g:id>id_do_produto</g:id>
       <g:condition>Exemplos:novo/usado/seminovo</g:condition>
       <g:price>9.999,99 BRL</g:price>
       <g:sale_price>9.999,99 BRL</g:sale_price>
       <g:quantity>999</g:quantity>
       <g:image_link>URL_imagem_produto (Obrigatório)</g:image_link>
       <g:gtin>
        <![CDATA[ 99999999999 ]]>
       </g:gtin>
       <g:brand>nome_loja</g:brand>
       <g:mpn>999999999999999</g:mpn>
       <g:product_type>
        <![CDATA[ tipo_produto ]]>
       </g:product_type>
       <g:google_product_category>
        <![CDATA[ categoria_de_produto ]]>
       </g:google_product_category>
       <g:item_group_id>id_categoria_produto</g:item_group_id>
       <g:availability>exemplos:em estoque, esgotado</g:availability>
       <g:installment>
        <g:months>1</g:months>
        <g:amount>99,9 BRL</g:amount>
       </g:installment>
       <g:custom_label_2></g:custom_label_2>
     </item>
     <item>
      <title>
        <![CDATA[ Nome do Produto (Obrigatório) ]]>
       </title>
       <link>URL_do_produto (Obrigatório)</link>
       <description>
        <![CDATA[ Descrição do produto (Obrigatório) ]]>
       </description>
       <g:id>id_do_produto</g:id>
       <g:condition>Exemplos:novo/usado/seminovo</g:condition>
       <g:price>9.999,99 BRL</g:price>
       <g:sale_price>9.999,99 BRL</g:sale_price>
       <g:quantity>999</g:quantity>
       <g:image_link>URL_imagem_produto (Obrigatório)</g:image_link>
       <g:gtin>
        <![CDATA[ 99999999999 ]]>
       </g:gtin>
       <g:brand>nome_loja</g:brand>
       <g:mpn>999999999999999</g:mpn>
       <g:product_type>
        <![CDATA[ tipo_produto ]]>
       </g:product_type>
       <g:google_product_category>
        <![CDATA[ categoria_de_produto ]]>
       </g:google_product_category>
       <g:item_group_id>id_categoria_produto</g:item_group_id>
       <g:availability>exemplos:em estoque, esgotado</g:availability>
       <g:installment>
        <g:months>1</g:months>
        <g:amount>99,9 BRL</g:amount>
       </g:installment>
       <g:custom_label_2></g:custom_label_2>
     </item>
   </channel>
 </rss>

How can I change or remove products from the showcase? 

In case you wish to modify the products available on your Product Showcase, just update your XML; it will be automatically updated on your Brand Page too. 

But beware! It is very important that the updating is done frequently to keep the data of the products correct for your clients. That way, you will not be at risk of advertising a sold-out product or with a different price.

If you have any doubts, just contact our exclusive support or by phone +55 (11) 2627-5002.
Company video
You'll be able to put a video of your brand inside the Brand Page. Institutional videos, releases or seasonal campaigns will be allowed.

Only videos that are hosted on YouTube and Vimeo will be allowed. Then open the video in your browser, copy the link from the top bar and paste it into the text box. Don't forget to click “save changes” at the bottom of the page. :)

To add a video within the company space, click on: Call to Action> Company video, there you can put the link to the video you want and put the CTA on that content.

Make use of this space to introduce yourself to the thousands of consumers that access Reclame AQUI every day, putting content up that presents your company, you team and what you do.
My contents
It is possible to bring your content marketing to Reclame AQUI. Today, Content Marketing is an important strategy for companies to reach their potential customers.

Because of this, use Reclame AQUI’s space to put relevant content for you company. You can add materials that have a commercial language, present releases, the benefits of a product, what differentiates you from other brands, institutional information, such as mission, vision and values, and even clarifications regarding the main complaints you receive. 


This space is for you to let your imagination flow and work the content marketing strategically.    

It is very important that this content is not a copy of what you have on your website or blog.
Duplicated contents are penalized by Google and the indexation in damaged.

Because of this, put exclusive content, written in a different way, or publish a preview with a Call-to-Action of “Read More” and direct the consumer to your website or blog with the full content. That way, your company will have more clicks and a better indexation.

Draft
The drafts are stored and can be edited at any given time when clicking on “edit”. Or if you prefer, you can delete it, by clicking on the corresponding button.
Active and inactive content
Just like in “Drafts”, the option of “edit” is also available at any time on the active notices. If you want to deactivate it, click on the same button.

On the deactivated notices, you can permanently delete the publication. Or, if you want to reactivate it, click on “activate”. You can also edit the publication.
Create a new post
In this area, you can put a cover for your notice, respecting the technical specifications. Just click on “click here” or drag the image to add a cover to the post.

‍‍Tip: use an image that value your text when publishing your content.

Tip 2: organization is always welcome! Create a monthly schedule of your most important notices and keep the content of the notices up to date. :)
Highlighted content
To value your contents, when you click My Contents you can choose up to 3 materials to highlight on your Brand Page. Put content that are in accordance with the moment or campaign that the company is doing.


To create your highlights, access the company space, click on highlight and choose a content, an image and a CTA.
Remember that the more attractive your content and CTA are, the better the chances of engaging the consumer with the material you are highlighting.
Content on the complaint
Another form of improving communication on your page even more, is to insert content or FAQs already published on the complaints.

It is a strategic way to engage the customer that searches for you and that accesses the complaints made by other consumers.
To insert content on the complaint, you have two options:

1) Access the content you want in My Contents > Active Contents, click on edit and, on the editing screen, paste the link of the selected complaint. It is very important that you have all the links for the content you want to showcase.
2) When answering a complaint, you can select an active content. Just search for the material by name and publish with the complaint. Done! The content will appear on the public complaint on the company page on Reclame AQUI.

In case the complaint has already been answered, you can go to Answered, click on the complaint and add the content straight through there.
It is a good idea to insert a very popular complaint to serve as an opportunity for your brand to bring more information for those who search for. You can see the most popular complaints through your RA Analytics, see how to access this information HERE.  
You can visualize all of your complaints that also have the same content, directly below.
In case the content is not published, you can create a new content, publish and insert the link corresponding to the chosen complaint.


To insert FAQ on the complaints, the procedure is the same.
Access FAQ > active and inactive FAQ on the Brand Page, choose the active FAQ or create a new and couple with the complaint link. It is very important that you have all the links necessary that you would like to appear on the FAQ.
Remember that a content of FAQ that are deactivated, will not appear anymore on the complaints linked to them.

Important: it is only possible to add your active content on active complaints that belong to your company.
FAQ
IMPORTANT: This functionality is exclusive for the Atendimento or Premium plans.
To upgrade your plan, click
HERE
The FAQ is a space to publish the main questions and answers about your brand’s products or services. Being so, take your company’s FAQ into your Brand Page and into Reclame AQUI’s complaint flow!

On you Brand Page you can showcase up to 5 FAQ contents. By clicking on “see more content” or on the tab “FAQ”, consumers will have access to all the content already published by your brand.
On the complaint flow, you can put up to 5 FAQ contents (no more, no less, understood!? 5 contents exactly). Because of this, it is very important that your FAQ is well written and contains your customers’ main concerns.
You can utilize the crisis menagement, for example, to create FAQs according to the key terms and most complained problems.
Tip: Since consumers visit the Brand Page a lot to search for information, bring your company’s FAQ into your Reclame AQUI webpage and use this space to answer to the main doubts that they might have, saving some time so that your support team can deal with more complex demands.
Here are some good FAQ examples:
  • How can I change my product?
  • I didn’t receive my product, now what?
  • Can’t log into my account.
  • My bill hasn’t arrived.
  • How to cancel a ticket?
  • How do I change the trip time?
  • What is the deadline for reimbursement?
  • How to configure your TV?
  • How does the product work?
  • What are my payment options?
  • How do I track my order?
FAQ - Drafts
The drafts are stored in this part and can be edited at any time, by clicking “edit”. Or if you prefer, you can delete it by clicking the corresponding button.
FAQ - active and inactive
Just like with “Drafts”, the option to “edit” is also available at any time for the FAQ – active. If you want to make it inactive it, click on the same button.

The FAQ – inactive publications can be permanently deleted. Or if you wish to reactivate it, just click “activate”. You can also edit your publication here.
Create a new post
You can insert a cover in this area, to highlight and illustrate your post’s content, respecting of course, the technical specifications. Just click on “modify” to include a cover.

Tip: use an image that better promotes your text when publishing your content.
RA Analytics
The RA Analytics is a tool created by Reclame AQUI to allow companies to visualize hits, traffic data and views of the Brand Pages.
General Performance - Service

IMPORTANT: This functionality is exclusive for the Atendimento or Premium plans.
To upgrade your plan, click
HERE.

With this plan, the brand can extract important information, such as number of single pageviews, time spent on the webpage, among other information.

General Performance - Marketing

IMPORTANT: This functionality is exclusive for the Marketing or Premium plans.
To upgrade your plan, click
HERE.

On the general performance plan for marketing, companies can survey single pageviews per month and even per hour, including a map of pageviews around Brazil and the most viewed complaints.

This information can be crucial when creating a content strategy or to carry out a marketing campaign to execute a more direct action, knowing more about the persona that visits Reclame AQUI.

RA Analytics – Comparative Performance

IMPORTANT: This functionality is exclusive for the Marketing or Premium plans.
To upgrade your plan, clic
HERE.


Knowing your competitor is essential for strengthening your marketing! Through this comparative analysis you can see relevant information of up to 3 competitors and use this in your favor to keep your content updated and even to improve your marketing planning.

Important: To be able to see the information on the panel, you must include at least 2 competitors.

Impact Report

IMPORTANT: This functionality is exclusive for the Marketing or Premium plans.
To upgrade your plan, click
HERE

Attention! The information refers to the data collected from the day this functionality was installed on, not making retroactive analysis.

With the Pixel Tag, it will be possible to see how many people visited Reclame AQUI and your website through a cookie with a unique identifier that each user gets when entering RA or on a partner website (the information will be available for a limited period of 30 days). Besides this, the final URL with date and time of the visit will also be visible.

In other words, with Reclame AQUI’s Pixel Tag you can:

- Understanding of the traffic exchange that your brand has with Reclame AQUI.
- Discovering the number of users that end up at your store after visiting Reclame AQUI.
- If your brand makes a campaign, the client visits Reclame AQUI to verify your reputation and quality.

Important:
The execution of Pixel Tag is asynchronous does not lead to unavailability and does not encumber the loading of the page.

Script Model:

This code is implemented by your IT, contact your team for inclusion of the root code.
It is also possible to insert by using tools such as Google Tag Manager (GTM)


<script id='trackRA' src="https://trk.reclameaqui.com.br/assets/chamada.js?trackIdRA=ID_DA_EMPRESA_NO_RECLAMEAQUI"></script> 


Where to locate the company ID:
It is recommended that the script call is inserted on the <head> or the <footer> of the pages to be monitored, therefore the system will map all the path in common between the consumer to Reclame AQUI`s website and the brand`s website, completely anonymously.



Good practice:
Insert scripts on <head> or on <footer> before finishing
Crisis Management
On the crisis management section, the company can monitor closely the increase in complaints and create alerts and important content to inform the consumer about a sensitive subject or clarify any ongoing problem with the company.

Crisis Management

An essential functionality for those who want a complete analysis and dashboard, is about the volume of complaints available per day or even per month.


To do the follow-up of the number of complaints, access the Brad Page menu “Crisis Management” and click on “Crisis Management”.

Through the dashboard you can see volumetric data about the complaint, if it is within normality, if it requires attention or if it is in state of alert.
It is considered “Within Normality” when the average of complaints if the same or lower than the average received.
When it “Requires Attention” the volume of complaints is from 0.01% to 19,99% higher than the average received.
The “State of Alert” happens when the volume of complaints increases over 20%.
Every time your company is in State if Alert, you can receive an informative e-mail with the number of complaints and percentage of the increase. For such, you must register the business e-mails of all the people who need to receive the notice in
My e-mails > Crisis Management.
Besides this, your company will have access to the number of complaints of the last 30 days, compared with the average of complaints of the week and a cloud of words with the most-utilized terms.

With this visibility you can anticipate or monitor if there is anything outside the curve that requires faster actions.

Take advantage of this functionality to make use of the Crisis Alert and update all your content based on the most complained terms.


Crisis Alert

To increase transparency with the customer, you can use the Crisis Alert in strategic locations, such as the home page of you Brand Page, on the complaints flow (when a user is writing a complaint) and on the complaint page.


To create your alert, access the menu “Crisis Management” on your Brand Page and click on “Crisis Alert”:

You can choose where the alert will be shown and for how long, creating a schedule for it, and when it is about to expire, we will let you know by e-mail.

Define the message of your alert and use objective titles such as: website instability or inoperative system.

The message also must be clear, since the intention is to keep the consumer well informed.
If you need, you can activate or deactivate the alerts on your Brand Page.
Preview:
Pesquisas com usuários
As empresas que contratarem o Plano Premium poderão conhecer melhor seus visitantes por meio de uma pesquisa realizada na Brand Page da marca!
Como funciona?
  • Antes de mais nada, é necessário que a marca entre em contato com o Reclame AQUI para solicitar a opção de fazer pesquisas, pelo e-mail: meajuda@reclameaqui.com.br
  • Não esqueça de enviar para o e-mail as perguntas da pesquisa. Vale lembrar que as perguntas são validadas por nossa equipe.
  • Serão disponibilizadas 2 pesquisas no período de até 12 meses;
  • Para cada pesquisa, é permitido incluir até 3 perguntas;
  • As empresas NÃO poderão solicitar nenhum dado pessoal no conteúdo das pesquisas.
Dica: use as pesquisas para entender, por exemplo, como se comportam os consumidores que visitam a sua marca no Reclame AQUI.
RA Trustvox
O Reclame AQUI passou a disponibilizar para as empresas que utilizam Trustvox a opção de exibir seus reviews sinceros dentro da Brand Page.

Se você é uma empresa que já possui os reviews da Trustvox, e quer exibi-los em sua página do Reclame AQUI, basta contratar qualquer um dos planos da Brand Page.

Aproveite as visitas e visualizações do Reclame AQUI para exibir todos os reviews da sua empresa!

Caso você ainda não tenha contratado a Trustvox, entre em contato com nossa equipe para ter mais informações sobre a plataforma!

Importante: se você ainda não tem reputação no Reclame AQUI ou ainda não é cadastrado no site, é necessário que a sua nota geral da Trustvox esteja a partir de 4.7 para ter uma Brand Page.
Como você pode postar?
Os seus avisos importantes, dúvidas frequentes, explicações sobre outros serviços e afins, podem ser postadas de duas formas dentro da sua Brand Page:
Link Externo: Através deste recurso, você pode criar um link direto para o seu site ou alguma outra página da sua empresa.

Link interno: São links que abrem dentro da própria Brand Page, em formato de posts.
Content tips
Having a brand page on Reclame AQUI is a great opportunity for your company to have a conversation with the customer right when he is building trust around your brand. This is important because, with the right content, you can transform Reclame AQUI visitors into potential customers and even hold a complaint back.

Because of this, here are some content tips and approaches for your webpage:

The objective of your Brand Page
Reclame AQUI’s users that accesses your Brand Page is building a trust relationship with your brand. Take advantage of this space to clarify possible doubts, solve common problems and build a direct relationship with the consumer.

Correctly communicating with these people will transform your accesses of your brand, generating new deals and engagement.
Talk with the consumer
It may sound obvious, but it is very important that the consumer feels as you are talking directly to them, instead of posting generic content on Reclame AQUI.
Do not use convoluted words
Another excellent way to get closer to the consumer is to not exaggerate on the formalities, so talk from one person to another.
Companies are made of people and consumers love to see them
Talking a little and posting a photo of the sectors of your company are great ways to humanize your business and bring it closer to the consumer.

Tip: you can post a video emphasizing your structure, mission and values.
Posting the most frequent questions of you company
Such as exchange processes and delivery deadlines for example! Take the opportunity to clarify doubts quickly and easily, avoiding the opening of a new complaint.
Create alerts!
They are crucial to provide clarifications for you customer and post subjects that deserve emphasis for your company. A crisis alert can help your brand to keep its transparency with the consumer, showing the problems that the company is facing and that reflects on the service or order of the client. Remember how to create an alert HERE. 
Clarify Doubts
Take the most common complaints your brand receives and anticipate yourself! Transform doubts into content and highlight some of them. This strategy can help you when a consumer is searching for your brand or if he intends to make a complaint. Remember how to create content HERE.
Content Marketing
Content Marketing is the new trend, and you can use your Brand Page to do so. Engage the consumer that want to know about you, put more simple and generic content, rich materials or even use it as an extension of your blog. Bring more information into your Reclame AQUI webpage. Remember how to create content HERE.
Do not copy and paste directly into the HTML editor
It is very important that you do not copy the content from your website and paste it directly into the HTML editor of the Brand Page, so that it does not carry code traces from your website and displays misformatted content.

To avoid that from happening it is simple: when copying content, first paste on the notepad and from there copy it to the text editing area of you Brand Page.
And most importantly:
Yourself can manage what goes in and out of your Brand Page through the menu on you Company Space on Reclame AQUI!
Reputation restrictions
Who can hire a Brand Page?
Marketing and Premium plans:
  • Companies with reputation Regular, Good, Great and Seal RA1000 can contract all the Brand Page plans (based on the company’s default reputation*);
  • Companies without index with product Reviews on Reclame AQUI (RA Trustvox) with grade above 4.0 and a minimum of 10 reviews in the last 6 months;
  • Company without index with RA Verified.
Atendimento Plan:
  • Companies with reputation without index, Bad, Not Recommended, Regular, Good, Great and Seal RA 1000 can contract the Atendimento Brand Page if they are regularly answering the channel.**
* The standard reputation tab on Reclame AQUI is of 6 months. However, companies without index in the 6 months tab, but that have a reputation in the 12 months tab, will showcase the 12 months tab by default.
** Otherwise, if the company has a Bad or Not Recommended index without answering the website, the company may lose the product.
Use policies
Stay up to date with the use policies of the Brand Page, which is valid during the contract period.

1.
In case the company has a Bad or Not Recommended index (based on the 6 months tab for Marketing and Premium plans), some functionalities of the Brand Page will not be available, and it is up to Reclame AQUI to cancel the contract without notice by unilateral decision; They are as follow:
  • When we remove any functionality, a notice will be sent to the registered company e-mail on Reclame AQUI (the same used to receive costumers’ complaints).
  • In case the company reinstates good reputation indexes, it will also get an e-mail with a notice regarding the restoration of functionalities. In this case, functionalities should be back in up to 24 hours.
  • In case you want to change the registered e-mail on Reclame AQUI, on the Company Space, go to “Settings” and click “Change/Delete e-mails” to change it.
According to item 1, these are the functionalities removed:
  • Call-to-Action button on the Brand Page;
  • Mini Cover on the Complaints Page;
  • Call-to-Action button on the Complaints Page;
  • Call-to-Action button on the video;
  • Institutional video and branding campaign;
  • 2 Surveys with users within 12 months;
  • Products Showcase.
2. In case the company has contracted the Atendimento plan, and it is responding to the website within the good practice guidelines, and has a Bad or Not Recommended reputation (based on the 6 months tab), and decides to stop answering to Reclame AQUI, Reclame AQUI will have the right to cancel the contract without notice by unilateral decision;

3.
In case the company has a Bad or Not Recommended reputation and acquires the Atendimento plan, some functionalities will not be available until the reputation is Regular again. They are as follows:
  • Mini Cover on the Complaints Page;
  • Institutional video and branding campaign;
  • When we remove any functionality, a notice will be sent to the registered e-mail of the company on Reclame AQUI (the same e-mail used to receive costumers’ complaints).
  • In case the company reinstates good reputation indexes, it will also get an e-mail with a notice regarding the restoration of functionalities. In this case, functionalities should be back in up to 24 hours.
  • In case you want to change the registered e-mail on Reclame AQUI, on the Company Space, go to “Settings” and click “Change/Delete e-mails” to change it.
4. Companies not registered on Reclame AQUI must register to adhere to the rules of companies without index, that is:
  • Possibility of acquisition of the Brand Page with Trustvox (grade above 4.0 and at least 10 reviews in the last 6 months) and/or with RA Verified.
5. In case the company’s reputation becomes “Under Analysis”, during the term of the agreement, the Brand Page will be suspended until the situation is solved. Reclame AQUI is authorized to terminate de agreement without notice by unilateral decision. When the reputation is reinstated, the functionality released is related to the terms of each contracted plan (Atendimento, Marketing or Premium).
More solutions to value your brand on Reclame AQUI

RA Trustvox - Reviews on Reclame AQUI

Bringing your clients’ opinions to Reclame AQUI can be a great differential for your page. Put real reviews about your company on the biggest consumer relation website of Latin America and take advantage of the traffic that your brand gets to put real-life experiences that can help with the sale process.

Know more about Trustvox HERE.

RA Verified

Get to know Reclame AQUI’s certification to value your brand more and give more confidence to the consumers. With the Verified Seal you go beyond when communicating with a potential customer.

Know more about Selo Verificada HERE.

RA API

Integrate the consumers data that complain about the company in your system, answer and build a data intelligence. The information about them can help you understand the reasons for dissatisfaction or about the research about your brand.

Know more about RA API HERE.

RA HugMe

The most complete service and monitoring software on Reclame AQUI and Social Networks. With it you can answer to your consumers wherever they may be and still do a data analysis to understand which are your main problems, how many compliments you receive, brand health and much more.

Know more about RA HugMe HERE.