Service
Review monitoring and response automation
Every review seen, sorted, and answered the same day.
Response rate and response time are the two review metrics you control, and both are lost to the same thing: nobody sees the review until somebody complains about it.
We monitor your locations across the platforms that matter, classify each review by issue and severity, and produce a reply in your tone that a person approves before it posts. Anything touching refunds, safety, or legal goes to a human without a draft.
- Sources
- Google · Trustpilot · TripAdvisor · Yelp · Facebook
- Detection
- New review within the hour on a daily-plus schedule
- Classification
- Issue, severity, location, and sentiment
- Drafting
- Grounded in your policy and tone guide
- Default mode
- Draft for approval; auto-post is opt-in
- Escalation
- Refunds, safety, and legal always to a person
- Routing
- Slack · Email · Helpdesk · Sheet
- Reporting
- Response rate, response time, and rating trend
- Multi-location
- Per-site ownership and per-site metrics
How it runs
Every stage, in order.
Each stage produces something the next one needs. Where a stage can fail, it fails visibly rather than passing bad data forward.
- 01
Detect
New reviews are picked up across platforms and normalised into one shape.
- 02
Classify
Issue, severity, sentiment, and location are assigned so routing is automatic.
- 03
Draft
A reply is written against your policy and tone, sized for the platform.
- 04
Gate
Refunds, safety, and legal mentions bypass drafting and go straight to a person.
- 05
Route
The draft reaches whoever owns that location, in Slack or the helpdesk.
- 06
Report
Response rate, time to reply, and rating movement are tracked per site.
Deliverables
What you get.
Written into the scope document before work starts, and used as the acceptance test when it finishes.
- 01Monitoring across your locations and review platforms
- 02Classification by issue, severity, and location
- 03Draft replies in your tone, per platform character limits
- 04Escalation rules for refunds, safety, and legal mentions
- 05Routing to the owner of each location
- 06Response rate, latency, and rating trend reporting
Questions
Asked before.
Will it post replies without us seeing them?
Not unless you turn that on, per platform and per rating band, after watching the edit rate. Most groups keep five-star replies automatic and everything else approved.
Can it handle many locations?
Yes. Each location has an owner, its own metrics, and its own routing.
What about reviews in other languages?
Detected, and answered in the review's language where you want that.
Also in Automation
Next step
Scope it before you commit to it.
The first step is a short written scope: fields, volume, schedule, delivery, and acceptance criteria. It is quick, it is concrete, and it tells you whether this is worth doing at all.