Review and reputation management workflows

Purpose

1.1. Centralize, streamline, and automate customer review requests, monitoring, response, escalation, and reputation reporting for Acura dealerships.
1.2. Collect post-service and post-sale feedback to boost positive reviews on Google, Yelp, DealerRater, and social platforms.
1.3. Automate customer notifications, follow-ups, reporting to management, and mitigation of negative reviews.
1.4. Maintain and improve dealership reputation, increase retention, and drive new leads via improved online presence.
1.5. Provide real-time alerts to staff for both positive and negative sentiment, enforcing compliance in customer response times.

Trigger Conditions

2.1. Customer completes a vehicle purchase or service appointment.
2.2. Delay of defined hours/days post-interaction before triggering review request.
2.3. Inbound mention or new review is posted on a monitored platform.
2.4. Negative review threshold or keywords detected.
2.5. Manual staff escalation or flag from internal CRM.

Platform Variants

3.1. Google My Business (GMB)
• API: Locations.Reviews.list — Retrieve new reviews, send to dashboard.
• API: Locations.Reviews.reply — Auto-respond to new reviews.

3.2. Yelp Fusion API
• Endpoint: /businesses/{id}/reviews — Fetch new Yelp reviews.
• Manual webhook — Send Oauth reply from staff for negative reviews.

3.3. Podium
• Feature: Inbox — Send bulk SMS review requests.
• Automation: Set follow-up reminders if customer does not reply.

3.4. Twilio SMS
• Function: SendMessage — Dispatch review invitation link via SMS.
• Feature: SMS reply trigger to collect feedback.

3.5. Facebook Graph API
• Endpoint: /{page-id}/ratings — Retrieve new Facebook page ratings.
• Endpoint: /{page-id}/conversations — Initiate automated DM responses.

3.6. Birdeye
• API: Review Request — Push customer list to send review invites.
• Trigger: Negative review alerts to management email.

3.7. Trustpilot
• API: POST Invitation — Create review surveys after service.
• API: GET Reviews — Monitor all incoming reviews.

3.8. DealerRater
• Integration: Daily report import — Flag negative dealer reviews.
• Manual reply dispatch — Assign review to proper staff inside CRM.

3.9. SendGrid
• API: Mail Send — Email review requests post-visit.
• Feature: Open tracking to trigger follow-up for unopened emails.

3.10. Mailchimp
• Automation: Post-visit campaign for ratings request.
• Segmentation: Target by service, sales, or repeat customers.

3.11. Zapier
• Trigger: New review on any connected service, route internal notification.
• Action: Create CRM activity for each new review for compliance tracking.

3.12. Reputation.com
• Scheduler: Daily automated review request cycles.
• Alerting: Set negative review threshold alerts.

3.13. Slack
• Incoming Webhook: Deliver new or negative review notifications in #reviews channel.
• Reminder: Assign follow-up tasks directly from message.

3.14. Salesforce
• Flow: Post-service task to trigger email/SMS review invite.
• Report: Track staff response time to critical reviews.

3.15. HubSpot
• Workflow: Automate review request emails post-interaction.
• Trigger: Create service ticket for each negative review.

3.16. Sprout Social
• Smart Inbox: Aggregate review and reputation feeds.
• Tasking: Assign reviews for follow-up.

3.17. Zendesk
• Trigger: New negative review creates support ticket.
• Macro: Standardized response templates for review replies.

3.18. Intercom
• Chatbot: Automated review invite post-chat or service close.
• Inbox: Tag conversations with review links auto-sent.

3.19. Freshdesk
• Automation: Review request emails after ticket resolution.
• SLA: Flag overdue review responses and alert supervisor.

3.20. Microsoft Power Automate
• Flow: Integrates CRM, email, SMS, and review sites for seamless workflow.
• Trigger: Negative sentiment routes to human attention for escalation.

3.21. SurveyMonkey
• Integration: Send satisfaction survey before review solicitation.
• Logic: Only send public review link to >4-star survey results.

3.22. Hootsuite
• Monitor: Track all Acura dealer brand mentions for review opportunities.
• Automation: Schedule proactive review solicitations on social.

3.23. Zapier Webhooks
• Trigger: Ingest new reviews via webhook from third-party sites.
• Action: Sync reviews to real-time dashboard and internal metrics.

Benefits

4.1. Consistent, timely requests yield higher review volume and positive sentiment.
4.2. Improved online reputation increases leads and organic traffic.
4.3. Faster response to negative reviews reduces reputation risk.
4.4. Data centralization saves staff time on manual monitoring and outreach.
4.5. Automated alerts and escalations maintain accountability and compliance.
4.6. Segmented review requests increase targeting effectiveness by customer type or sales/service action.
4.7. Reporting enables continuous improvement in customer experience strategy.