Tracking and responding to online reviews

Purpose

1.1. Automate tracking and responding to customer reviews across major online platforms to enhance corporate reputation, increase customer engagement, and ensure rapid issue resolution.
1.2. Centralize review data, automate sentiment analysis, and trigger appropriate responses for improved Customer Satisfaction & Marketing in masonry contracting.
1.3. Automated monitoring helps timely and uniform engagement, reduces manual workload, and scales reputation management as business grows.
1.4. Enables automating escalation for negative reviews to management and generating automated analytics reports.

Trigger Conditions

2.1. New customer review submitted on public online platforms.
2.2. Specific keywords or negative/positive sentiment detected in a review.
2.3. Automated timer for periodic review checks (daily/weekly).
2.4. Direct customer feedback submitted via website widgets or email survey automation.

Platform Variants

3.1. Google My Business
• API: Locations Reviews List, Reply to Review — configure to automate gathering and automated response posting.
3.2. Yelp Fusion
• Endpoint: /businesses/{id}/reviews — automate pulling new reviews, automate notifications for team follow-up.
3.3. Facebook Graph API
• Endpoint: /{page-id}/ratings — automate review tracking and automate messaging via Page admin.
3.4. Trustpilot
• Invitation API: automated request for reviews; Review API: automate collection and responses.
3.5. Angi (formerly Angie’s List)
• API integration for automating retrieval and responding to customer reviews.
3.6. BirdEye
• Webhooks and API for automating real-time alerts; automate templated replies using Contact Profiles.
3.7. Podium
• Review Automation API — automate acquiring, tracking, and automated responding to reviews via messaging.
3.8. GetMoreReviews
• Webhook integrations automating email/text alerts and response posting.
3.9. ReviewTrackers
• API: automate central review feed; automate workflow escalation for negative reviews.
3.10. NiceJob
• API for automating triggering review invitations and tracking automated customer responses.
3.11. HomeAdvisor
• API for automating review pulls and respond routines.
3.12. Zapier
• Connectors for automating cross-platform review collection and notifications.
3.13. Twilio SMS
• Programmable Messaging — automate sending acknowledgment or requests for follow-up on reviews via SMS.
3.14. Slack
• Incoming Webhooks/Workflow Builder — automate review alerts to channels for immediate team response.
3.15. Microsoft Teams
• Incoming Webhooks — automate posting new review notifications and threads for internal follow-up.
3.16. SendGrid
• Automated email campaigns to request reviews and send automated responses based on triggers.
3.17. Mailchimp
• Automate review requests and marketing drip campaigns via email automation workflows.
3.18. SurveyMonkey
• Automated feedback surveys post-service, triggering further review requests.
3.19. Zendesk
• Trigger automations: tag negative reviews, auto-assign tickets, and automate customer follow-up.
3.20. Salesforce
• Service Cloud automator: integrate reviews as cases, automate routing, and automate response macros.
3.21. Reputation.com
• API for aggregating, automating reporting, and triggering auto-responses or tasks for bad reviews.
3.22. Freshdesk
• Automate ticket creation from online feedback, automatedly send responses and escalate as needed.

Benefits

4.1. Automates reputation management to ensure consistent and timely responses.
4.2. Automatedly escalates negative feedback and automates data-driven decision-making.
4.3. Automator reduces manual effort, freeing up staff for higher-value tasks.
4.4. Automating multi-platform management boosts efficiency and allows for proactive customer engagement.
4.5. Automated analytics improve ongoing Customer Satisfaction & Marketing strategies in masonry contracting.