Routing negative reviews to customer service for resolution

Purpose

1.1. Automating the detection and routing of negative online reviews concerning diesel engine repair to customer service to streamline reputation management.
1.2. Automatedly ensure every dissatisfied customer is reached proactively, reducing manual workload and reputation risk.
1.3. Automate escalations and centralized tracking to resolve issues swiftly and demonstrate professional responsiveness in the diesel service industry.

Trigger Conditions

2.1. Automated detection of reviews containing ratings lower than pre-set thresholds (e.g., <3 stars).
2.2. Trigger automates when negative sentiment or specific keywords (e.g., “unhappy,” “poor service,” “engine problem”) are present in review content.
2.3. Review automator monitors Google, Facebook, Yelp, and Trustpilot for incoming public feedback.
2.4. Automation can be set for daily, real-time, or scheduled review scraping/checks.

Platform Variants

3.1. Google My Business API
• Feature/Setting: Automate monitoring incoming reviews, parse star rating, webhook configuration for instant notifications.
3.2. Facebook Graph API
• Feature/Setting: Automating extraction of reviews via /{page-id}/ratings endpoint; webhook notifications on new ratings.
3.3. Yelp Fusion API
• Feature/Setting: Route reviews containing <3 stars to automator; configure alerts on new low-rating review objects.
3.4. Trustpilot Business API
• Feature/Setting: Automate the “GET /reviews” endpoint polling; filter and push negative feedback via automated workflow.
3.5. Twilio
• Feature/Setting: Automatedly send SMS notifications to customer service via “Programmable SMS” API on triggers.
3.6. SendGrid
• Feature/Setting: Configure automator on “Mail Send” endpoint for automated emailing of flagged reviews to support.
3.7. Slack
• Feature/Setting: “incoming webhook” automation for posting negative reviews to a #cx-alerts Slack channel.
3.8. Microsoft Teams
• Feature/Setting: Use “Incoming Webhook” to post flagged reviews automatically to customer care group.
3.9. Zapier
• Feature/Setting: Automate reaction flows with “Webhooks by Zapier” as the bridge between review platform and support.
3.10. Freshdesk
• Feature/Setting: Automate ticket creation using “Tickets API” when a poor review is detected.
3.11. Zendesk
• Feature/Setting: Use “Create Ticket” API endpoint for automatic routing to customer service inbox.
3.12. Intercom
• Feature/Setting: Automate the “Create Conversation” endpoint to alert reps about critical feedback.
3.13. Salesforce Service Cloud
• Feature/Setting: Automation with “case creation” API for negative reputation events.
3.14. HubSpot Service Hub
• Feature/Setting: Route reviews to ticket pipelines using “Engagements API” with automation.
3.15. ServiceNow
• Feature/Setting: Automate incident creation via “Table API” for support workflow.
3.16. Jira Service Management
• Feature/Setting: Create and assign issue tickets with review URLs through automation.
3.17. Mailgun
• Feature/Setting: “Messages API” to empirically automate outbound support emails.
3.18. Mailchimp
• Feature/Setting: Automated adding of dissatisfied customers to “Winback” campaign via API.
3.19. Asana
• Feature/Setting: Automate task creation for follow-up using “Tasks” API with review context.
3.20. Monday.com
• Feature/Setting: Use “Item Creation” endpoint to automatically trigger follow-up board tasks for service teams.

Benefits

4.1. Automates “always-on” vigilance, ensuring no negative mention goes unseen.
4.2. Automated routing helps address issues before they escalate, protecting business image.
4.3. Reduces manual workload for service operators by automating routine reputation checks and responses.
4.4. Facilitates automated reporting, data analytics, and continuous CX improvement cycles.
4.5. Enhances revenue retention by automating customer retention outreach after negative reviews.