Customer Feedback & Review Management AutomationPurpose
1.2. Enable real-time alerts for negative or trending sentiment, supporting timely customer recovery and reputation management.
1.3. Aggregate, tag, and classify reviews across platforms, simplifying reporting for management review meetings.
1.4. Feed structured sentiment data into dashboards, CRM records, loyalty programs, and campaign personalization engines.
Trigger Conditions
2.2. Incoming email feedback with predefined subject or keywords.
2.3. Low-star rating detected on food delivery platforms (e.g., Uber Eats, DoorDash).
2.4. Automated check triggered by periodic batch import of reviews via CSV or API.
2.5. Direct message from verified customer via WhatsApp, Facebook Messenger, or Instagram.
Platform Variants
• Feature: analyzeSentiment endpoint, API call on JSON-formatted customer review.
• Setting: Requests via REST API with API key; language parameter set to "en".
3.2. IBM Watson Natural Language Understanding
• Feature: Sentiment Analysis; configure for document-level scoring and emotion breakdown.
• Setting: Use provided API key, enable sentiment model, POST to /v1/analyze endpoint.
3.3. Microsoft Azure Text Analytics
• Feature: Sentiment API v3.2, set "opinion mining" to true for detailed feedback.
• Setting: Endpoint URL, access key, input language code, asynchronous requests.
3.4. Amazon Comprehend
• Feature: detectSentiment API; configure for multi-language detection if needed.
• Setting: AWS CLI or SDK, region parameter, input utf-8 text.
3.5. MonkeyLearn
• Feature: Sentiment Analysis Model; direct Zapier or API trigger when review posted.
• Setting: API key, model_id for sentiment, webhook or RESTful POST.
3.6. Symanto
• Feature: Topic-based sentiment; real-time API for review sentiment.
• Setting: Endpoint URL, secure token, endpoints per language.
3.7. Repustate
• Feature: Sentiment API; supports emojis, slang common in café reviews.
• Setting: API URL and API Key, auto language detection.
3.8. Lexalytics Semantria
• Feature: Sentiment scoring and categorization for food/beverage verticals.
• Setting: API credentials, content endpoint, score normalization config.
3.9. AYLIEN
• Feature: Text Analysis API for sentiment; supports JSON batch analysis.
• Setting: Application ID and Key, “sentiment” feature, batch endpoint.
3.10. Google Sheets Apps Script
• Feature: Script review import, trigger Google NLP via Apps Script HTTP requests.
• Setting: Time-driven trigger, OAuth token for NLP API.
3.11. Zendesk
• Feature: Support triggers; webhook to connect ticket comments to sentiment API.
• Setting: Business Rules, API endpoint, authentication.
3.12. Salesforce Service Cloud
• Feature: Apex callout to sentiment API on new case/comment; auto-tag sentiment in Case object.
• Setting: Named Credential, trigger on CaseComment.
3.13. Slack Workflow Builder
• Feature: On new feedback in channel, trigger external sentiment HTTP request; display result in channel.
• Setting: Webhook URL, custom JSON block, bot token.
3.14. Zapier
• Feature: Multi-app automation; review triggers from Gmail, Sheets, or web forms; “Analyze Sentiment” action.
• Setting: Connectors for input, Sentiment Analysis app action.
3.15. Make (Integromat)
• Feature: HTTP or App modules; process reviews from delivery app feeds to sentiment APIs.
• Setting: Scenario with Watch module, HTTP module, response handling.
3.16. Freshdesk
• Feature: Feedback Widget; webhook on new feedback to call sentiment endpoint.
• Setting: Automation Rule, webhook URL, required headers.
3.17. Sprout Social
• Feature: Social Listening automation; sentiment report trigger for new mentions.
• Setting: Keyword/hashtag rules, data export settings.
3.18. Facebook Graph API
• Feature: Webhook for reviews/messages; send text body to sentiment API.
• Setting: App subscription for reviews, token, callback endpoint.
3.19. Trustpilot Business API
• Feature: Review fetch endpoint; automated sentiment analysis on fetch event.
• Setting: API Key, Business Unit ID, scheduled requests.
3.20. Intercom
• Feature: Message event trigger; call custom bot action for sentiment detection.
• Setting: Webhook or API call via Custom Actions.
3.21. Typeform
• Feature: On completion, send survey text to sentiment endpoint for immediate scoring.
• Setting: Webhook on submit, POST to sentiment API.
3.22. HubSpot
• Feature: Workflow Automation; trigger on new feedback/notes.
• Setting: Webhook action, review fields mapping.
3.23. Notion
• Feature: API-based integration; entry added in feedback database triggers analysis.
• Setting: API token, integration to send text to external service.
3.24. Twilio
• Feature: SMS feedback received triggers HTTP call for real-time sentiment.
• Setting: Messaging webhook, Sentiment API endpoint.
Benefits
4.2. Reduction in manual review work for staff, freeing more time for front-line service.
4.3. Continuous improvement and identification of menu or staff bottlenecks via analytics.
4.4. Data-driven decision-making on marketing, loyalty offers, and new product launches.
4.5. Enhanced brand loyalty and reputation by proactive management of public perception.