Unlock Insights from Your Google My Business Reviews with Google Takeout and ChatGPT

As a B2B SaaS provider, understanding what your customers say about your business is crucial for developing effective strategies and improving product adoption and customer success. Google My Business reviews provide a wealth of information from your clients, but manually analyzing these reviews can be time-consuming. In this post, we'll walk you through how to use Google Takeout to export your reviews and leverage the power of ChatGPT to gain valuable insights for your business.

Step 1: Export Your Google My Business Reviews

1. Go to takeout.google.com.
2. Deselect all data types (to speed up processing).
3. Scroll down and select "Google Business Profile".
4. Hit "Next step" at the bottom.
5. Choose "Export once" (or set a recurring export schedule).
6. Select your preferred delivery method and file type.
7. Click "Create export".

Once your data is ready, you'll receive an email with a link to download it. Depending on the number of reviews, this may take some time.

Step 2: Extract the Reviews JSON File

1. Download the zip file from the link in the email.
2. Extract the contents of the zip file.
3. Locate the "Reviews JSON" file.

This JSON file contains all your Google My Business reviews in a structured format that ChatGPT can efficiently process.

Step 3: Upload to ChatGPT and Start Analyzing

1. Upload the Reviews JSON file to ChatGPT.
2. Provide a prompt like: "I'd like to ask questions and inform product strategy from this JSON file of our Google My Business reviews for our [B2B SaaS company]".
3. ChatGPT will provide ideas and directions for analyzing the data.

Some key areas to explore include:

• Feedback trends
• Implementation and onboarding experiences
• Customer support quality
• Integration capabilities
• ROI and business impact assessments
• Language customers use to describe your business (great for messaging)

GMB Analysis Output Example

This is the output we get when we prompt the above; keep in mind your results will vary, but the general idea should be the same.

The JSON file contains detailed reviews for your Google My Business (GMB) listing, with information such as star ratings, reviewer names, comments, and timestamps. Below are some steps and questions to guide strategic analysis:

Questions for Strategic Insights

1. Trends in Product Feedback:
   • Are there recurring themes about specific features that clients love or want improved?
   • Are there any negative reviews about software reliability or performance that require immediate attention?
2. Customer Success Patterns:
   • Who are the reviewers? Are they decision-makers, end-users, or IT implementers? This helps identify your champion personas.
   • What do reviewers value most about your software (e.g., ease of use, specific features, or integration capabilities)?
3. Sentiment and Differentiators:
   • What key differentiators (e.g., customer support, unique features, implementation process) are highlighted by your customers that set you apart from competitors?
   • How can these unique selling points be incorporated into your GMB profile description or website?
4. Reply Effectiveness:
   • Are the replies to reviews enhancing your brand voice? Could they be more technical or solution-oriented for B2B audiences?
5. Keyword Insights:
   • What technical terms or industry phrases are frequently mentioned in reviews? Could these influence your SEO and content strategy?
6. Implementation Feedback:
   • Are there comments about the onboarding process that could help improve your customer success playbooks?

Strategic Actions

1. Enhance Product Roadmap:
   • Prioritize frequently mentioned feature requests in your development pipeline
   • Address common pain points in upcoming releases
2. Refine Customer Success:
   • Update documentation and training resources based on common questions or challenges
   • Develop targeted onboarding improvements for different customer types
3. Marketing Alignment:
   • Use customer language from reviews in your website and marketing materials
   • Highlight differentiators mentioned in reviews in your competitive positioning
4. Review Solicitation:
   • Develop strategies to encourage more reviews at key moments in the customer journey
   • Create a feedback loop between your customer success team and review management
5. Integration with Other Data:
   • Combine review insights with data from your CRM, support tickets, and NPS scores
   • Track trends over time alongside churn rate, expansion revenue, and customer lifetime value

Would you like a specific analysis or summary prepared based on these reviews? For example, I can extract common feature requests, evaluate sentiment trends, or identify your strongest competitive advantages.

Having ChatGPT process and summarize your review data lets you quickly identify essential takeaways without reading every review manually. Use these insights to refine your product roadmap, improve your customer success strategies, and address common implementation challenges.

Expanding Your Feedback Analysis

While Google reviews provide valuable insights, consider combining this approach with:

• In-app surveys and feedback widgets for more granular feature-specific feedback
• Support ticket analysis to identify recurring technical issues
• Customer success call notes for deeper context around implementation challenges
• NPS or CSAT data to correlate satisfaction metrics with specific feedback

Making Google Takeout and ChatGPT part of your regular business intelligence process allows you to stay on top of customer feedback and continuously improve your B2B SaaS offering. Consider setting a recurring export schedule during key release periods or quarterly business reviews to analyze fresh data with minimal manual effort.