Negative review routing to management for follow-up

Purpose

1.1. Automate detection of negative reviews about gutter cleaning service on various platforms to trigger automated escalation for managerial follow-up.
1.2. Automate negative review routing to ensure every negative customer sentiment is acknowledged, assessed, and resolved to uphold brand reputation.
1.3. Automatedly centralize and prioritize actionable feedback for rapid resolution, helping to proactively maintain high service standards.

Trigger Conditions

2.1. Automate routing when a review rating is ≤3 stars or contains predefined keywords (e.g., “disappointed”, “bad”, “poor”) indicating dissatisfaction.
2.2. Automation activates upon real-time review posting, updates to existing reviews, or inbound messages flagged as negative.

Platform Variants

3.1. Google My Business
• Feature: Reviews API — Configure webhook to scan star ratings, automate extraction of negative reviews, and automate forwarding to management email.
3.2. Yelp Fusion
• Feature: Business Reviews Endpoint — Automate polling for new reviews, filter by rating, automate negative item escalation.
3.3. Facebook Graph API
• Feature: Reviews Webhook — Automates collection of new reviews, automates text sentiment analysis for routing.
3.4. Trustpilot API
• Feature: Business Unit Reviews — Automates downloading latest reviews, filter and route negative reviews.
3.5. TripAdvisor API
• Feature: Review Alerts — Automation pulls low-rated or keyword-triggered reviews, triggers automated notifications.
3.6. Birdeye
• Feature: Review Monitoring — Set automatisation rules for alerts on negative sentiment and auto-route for follow-up.
3.7. Podium
• Feature: Reviews Automation — Automates negative feedback routing to selected manager emails or SMS.
3.8. Slack
• Feature: Incoming Webhooks — Configure automated posting of negative reviews to dedicated channel for management attention.
3.9. Microsoft Teams
• Feature: Connector/Adaptive Cards — Set up automation to push flagged reviews into a “reputation” team tab.
3.10. Zendesk
• Feature: Ticket Automations — Create automation to open a support ticket for each negative review.
3.11. Freshdesk
• Feature: Workflow Automator — Automate creation of follow-up tasks based on specific review import triggers.
3.12. Salesforce
• Feature: Case Automation — Integration automates new case creation tied to negative review details.
3.13. HubSpot
• Feature: Workflow Automation — Automates lead/ticket assignment from negative review webhooks.
3.14. Twilio SMS
• Feature: Programmable Messaging — Automates instant manager alerts via SMS with review details.
3.15. SendGrid
• Feature: Transactional Mail API — Automate negative review notification emails with reviewer’s contact.
3.16. Mailgun
• Feature: Routes API — Automate routed emails upon receipt of negative feedback content.
3.17. Zoho CRM
• Feature: Workflow Rules — Automates creation of follow-up task when negative reviews are found.
3.18. Intercom
• Feature: Message Automation — Routes negative customer replies to support or management automatically.
3.19. Monday.com
• Feature: Automations — Auto-create items for each negative review for manager visibility.
3.20. Asana
• Feature: Rules Automation — Create follow-up tasks automatically for each negative review pulled in.

Benefits

4.1. Automate consistent and immediate response to all negative reviews, reducing missed opportunities for recovery.
4.2. Automating escalation ensures management intervention, safeguarding business reputation.
4.3. Automation strengthens service excellence by data-driven resolution prioritizing.
4.4. Automates feedback loop, enabling continuous improvement and quicker issue remediation for customer retention.