Marketing & Communication AutomationPurpose
1.2. Strengthen brand loyalty by acknowledging every guest’s feedback, fostering positive public image.
1.3. Drive repeat visits, referrals, and higher ratings through consistent appreciation of customers’ opinions across major review platforms.
1.4. Automate manual monitoring and response, reducing marketing team overhead while increasing communication reach.
Trigger Conditions
2.2. Review contains specified keywords or mentions particular menu items, branches, or experience attributes.
2.3. Review rating meets defined threshold(s), e.g., all 4–5 stars, or all reviews regardless of rating.
2.4. Review verified as from a unique customer (based on email/username).
2.5. Automated duplication check ensures each reviewer receives only one thank-you per review per visit.
Platform Variants
• Feature/Setting: Twilio Programmable Messaging API. Configure to send SMS upon webhook trigger containing review data.
• Sample: API endpoint for SMS with dynamic reviewer name and review excerpt.
3.2. SendGrid
• Feature/Setting: SendGrid Email API. Use transactional templates triggered by incoming review events.
• Sample: Dynamic fields in email template for personalization.
3.3. Facebook Messenger API
• Feature/Setting: Messenger Send API. Sends thank-you message when Facebook Page receives a new review.
• Sample: Custom payload including first name.
3.4. WhatsApp Business API
• Feature/Setting: Send predefined WhatsApp template message when a review is logged.
• Sample: Use customer’s WhatsApp number for direct outreach.
3.5. Google My Business API
• Feature/Setting: Reply to review API; sends public thank-you response below customer review.
• Sample: Automate templated yet personalized reply.
3.6. Zomato for Developers
• Feature/Setting: Monitor Zomato restaurant reviews using APIs. Trigger thank-you email or SMS.
• Sample: Extract reviewer info to personalize outreach.
3.7. TripAdvisor Content API
• Feature/Setting: Webhook on new review, triggers thank-you via selected channel.
• Sample: Message includes reference to specific dish or experience.
3.8. HubSpot
• Feature/Setting: Workflows and Email Automation. Triggers thank-you series on review submission.
• Sample: Conditional branching based on rating or sentiment.
3.9. Mailchimp
• Feature/Setting: Trigger email using Mailchimp Transactional API.
• Sample: Integrate review data into automation workflow.
3.10. Slack
• Feature/Setting: Send alert to marketing channel and optionally trigger Slackbot DM to internal staff.
• Sample: Use Slack API with incoming webhook.
3.11. Zapier
• Feature/Setting: Multi-step Zap automating review detection and thank-you communication via various channels.
• Sample: Connect review platform to SMS or email from single Zap.
3.12. Microsoft Power Automate
• Feature/Setting: Flows set to trigger on new review from supported source and send automatic response email or Teams message.
• Sample: Review data merged into pre-approved message template.
3.13. Intercom
• Feature/Setting: Automated messaging based on event triggers for customer feedback.
• Sample: Personal thank-you chat message within app or via email.
3.14. Zendesk
• Feature/Setting: Automations that detect review tickets and send pre-scripted thank-you replies.
• Sample: Internal ticket with auto-responder enabled.
3.15. Salesforce
• Feature/Setting: Workflow Rules set to trigger branded thank-you emails based on new review logging in CRM.
• Sample: Pull reviewer details from CRM objects.
3.16. Freshdesk
• Feature/Setting: Automate email reply or agent notification for reviews imported as tickets.
• Sample: Email template containing dynamic review sentiment.
3.17. ActiveCampaign
• Feature/Setting: Use Automations feature to email or SMS clients after their review is parsed from a feed.
• Sample: Split automation based on review platform/source.
3.18. Klaviyo
• Feature/Setting: Flow triggers based on new feedback event from integrated review aggregator.
• Sample: Segment reviewer for future campaigns.
3.19. Gupshup
• Feature/Setting: WhatsApp and SMS automation for customer engagement post-review.
• Sample: Personalized message templates for immediate outreach.
3.20. Google Sheets
• Feature/Setting: AppScript or API push for new row (review); triggers external thank-you communication tool.
• Sample: Script matches reviewer contact with messaging service.
3.21. MoEngage
• Feature/Setting: Smart triggers for multi-channel thank you after reviewing events.
• Sample: Personalized push notifications following review on app or website.
3.22. SurveyMonkey
• Feature/Setting: Integrate post-survey thank-you messages based on response submission.
• Sample: Email automation workflow linked to review survey completion.
Benefits
4.2. Enhances reviewer satisfaction, encouraging return visits and improved public perception.
4.3. Scales thank-you responses across multiple locations and platforms with consistency.
4.4. Centralizes analytics to measure engagement post-review, informing better marketing decisions.
4.5. Frees staff for higher-value activities, reducing repetitive administrative work in marketing.