Service
Review monitoring and response automation
New reviews from every platform, tagged and drafted for your team to approve.
You control two review numbers: how many reviews get a reply, and how quickly. Both slip for the same reason. Nobody sees the review until a customer brings it up.
We watch each of your locations on the platforms you're listed on, tag every new review by issue and severity, and write a reply in your tone for someone to approve before it posts. Reviews that mention refunds, safety or legal action go to a person with no draft attached.
- Sources
- Google · Trustpilot · TripAdvisor · Yelp · Facebook
- Detection
- New reviews picked up on each scheduled run
- Classification
- Issue, severity, location and sentiment
- Drafting
- Follows your policy and tone guide
- Default mode
- Draft for approval. Auto-post is opt-in
- Escalation
- Refund, safety and legal mentions go to a person
- Routing
- Slack · Email · Helpdesk · Sheet
- Reporting
- Reply rate and reply time, plus rating trend
- Multi-location
- An owner and metrics for each site
How it runs
The stages of a typical review response setup. Yours may skip some or add others.
Detect
New reviews are collected from each platform into one format.
Classify
Each review gets an issue, severity, sentiment and location, which decides where it goes.
Draft
The reply follows your policy and tone guide and fits the platform's length limit.
Gate
Mentions of refunds, safety or legal action skip drafting and go to a person.
Route
The draft goes to the owner of that location, in Slack or the helpdesk.
Report
Reply rate, time to reply and rating movement are tracked for each site.
What you get
This list goes into the scope document, and we check the finished work against it.
- 1Monitoring across your locations and review platforms
- 2Each review tagged by issue and severity
- 3Draft replies in your tone, within each platform's length limit
- 4Escalation rules for refund, safety and legal mentions
- 5Routing to whoever owns each location
- 6Reply rate and rating trend reported per location
Questions
Will it post replies without us seeing them?
Only if you switch that on, per platform and per star rating, after you've seen how often drafts get edited. Most groups let five-star replies post automatically and approve the rest.
Can it handle many locations?
Each location has its own owner, its own numbers and its own routing, so it works the same for two sites or forty.
What about reviews in other languages?
We detect the language and, if you want, draft the reply in it.
Start with a scope
We write a short document first: what gets built, what it needs from you and what it costs. You decide whether to go ahead after reading it.