Automated collection and response to customer reviews

Purpose

1. Enable continuous, hands-off gathering and rapid response to customer reviews across platforms to preserve and enhance the reputation of an antique furniture store.

2. Automatically identify, categorize, and reply to both positive and negative feedback on review sites, email, and social channels, efficiently closing feedback loops.

3. Gather actionable insights for sales and customer service improvements by monitoring and analyzing review content in real time.

4. Trigger personalized follow-up actions, such as review thank-you offers and instigating customer recovery workflows for low-rated feedback.

Trigger Conditions

1. New review posted mentioning the business on designated review platforms (e.g., Google, Yelp, Facebook, Trustpilot, TripAdvisor).

2. Receipt of review or rating through confirmation emails following online purchase.

3. Arrival of reviews in aggregators or CRM via API/webhook connection.

4. Detection of brand mention or testimonial on specified social media or blogs.

5. Scheduled intervals for checking new feedback (hourly, daily, weekly).

Platform Variants

1. Google My Business

• Feature/Setting: Reviews API; fetch all new reviews, send automated replies matching star ratings.
  

2. Yelp Fusion API

• Feature/Setting: Business Search and Reviews endpoint; monitor new reviews, auto-respond via connected business account.
  

3. Facebook Graph API

• Feature/Setting: /ratings and /reviews endpoints; subscribe to review events, configure auto-responses based on sentiment.
  

4. TripAdvisor Content API

• Feature/Setting: Review endpoints for continuous review scraping, batch download, and response scheduling.
  

5. Trustpilot Business API

• Feature/Setting: GET reviews and POST reply endpoints for automatically flagging and responding to new feedback.
  

6. Shopify

• Feature/Setting: Webhooks for product and store reviews; trigger automated email replies or issue discount codes.
  

7. WooCommerce

• Feature/Setting: Reviews REST API; automatically triggers actions upon new reviews, classify sentiment, update CRM.
  

8. Mailchimp

• Feature/Setting: Transactional API for review request emails and automated thank-you emails post-review.
  

9. Zendesk

• Feature/Setting: Triggers and Automations for ticket creation on new negative review, escalate to support.
  

10. Zapier

• Feature/Setting: Multi-step Zaps using triggers from review capture apps, push to CRM or communications.
  

11. Twilio

• Feature/Setting: Programmable SMS; auto-send thank-yous or discount offers in reply to review events.
  

12. SendGrid

• Feature/Setting: Event Webhook for sending personalized acknowledgement emails for each review.
  

13. Slack

• Feature/Setting: Incoming Webhooks; alert team with review details, enable direct reply or task push.
  

14. Salesforce

• Feature/Setting: REST API or AppExchange connectors to funnel review data, auto-create service cases from poor reviews.
  

15. HubSpot

• Feature/Setting: Workflows for creating follow-up tasks, logging feedback activity, and assigning review owners.
  

16. Microsoft Teams

• Feature/Setting: Incoming Webhooks to notify sales/customer service of new high/low reviews.
  

17. Aircall

• Feature/Setting: Automate callback offers for unhappy reviewers, log each as a new contact activity.
  

18. SurveyMonkey

• Feature/Setting: Integrations for review survey links, triggers based on completion or low scores.
  

19. Amazon Web Services (AWS Lambda)

• Feature/Setting: Serverless review sentiment analysis, trigger responses or escalate negative reviews via API.
  

20. Freshdesk

• Feature/Setting: Automations for converting review incidents into tickets, assign to appropriate department.
  

21. Intercom

• Feature/Setting: Message automation for instant personalized responses to reviews submitted via help widget.
  

22. Hootsuite

• Feature/Setting: Auto-monitoring social review feeds; triggers direct social engagement and analytics logging.
  

23. Power Automate

• Feature/Setting: Scheduled check for fresh reviews, flow for routing alerts and replies to chosen channels.
  

24. Make (Integromat)

• Feature/Setting: Scenario for parsing review sources, conditional branching for response type and escalation.
  

Benefits

1. Minimizes manual labor by centralizing and automating customer feedback management.

2. Ensures rapid, consistent engagement with reviewers, enhancing brand image and customer satisfaction.

3. Enables data-driven improvements by aggregating review sentiment and keyword analysis for management.

4. Increases repeat business through timely, personalized thank-you messages and voucher offerings.

5. Fast-tracks issue resolution by prioritizing and routing negative feedback to support staff.

6. Maintains compliance and accurate record-keeping with auto-archival and reporting of review activity across platforms.