Reviews everywhere, answered nowhere
Your business has reviews on Google for each location, on Trustpilot, on Amazon or eBay, on a booking or delivery platform and in the app stores. Someone is meant to check them, but each needs a separate login, and the job slips when the week gets busy.
A one-star review about a rude driver sits unanswered for a fortnight. Three reviews mention the same packaging fault, but they are on different sites, so nobody connects them.
Why reviews fall through the gaps
Each platform was built for its own audience, not for a business that appears on several of them. Notification emails are inconsistent, easy to filter away and rarely show the full text.
Ownership is the other half. Marketing thinks customer service handles reviews. Customer service thinks it is a marketing job. Each location manager assumes head office is watching.
| Platform type | Usual access route |
|---|---|
| Google Business Profile | Official API for your own locations |
| Trustpilot and similar | Business API on paid plans |
| Marketplaces | Seller APIs, varying coverage |
| App stores | Official developer APIs |
| Smaller sites | Email notifications or permitted page collection |
What unmonitored reviews cost
- Negative reviews left unanswered where prospects read them
- Recurring product or service faults noticed late
- Staff time lost logging into each platform
- No overall view of how sentiment is moving by location or product
The unanswered bad review is the visible cost. The missed pattern is often the bigger one, because the underlying problem keeps producing new complaints.
Multi-site businesses feel it most. Head office cannot compare branches fairly when reviews for each are read by different people on different platforms, and the good work of a strong location goes unrecognised just as the problems of a weak one go unaddressed.
Replies also get written in a rush when they are written at all, often by whoever happened to see the review, in whatever mood they were in. A defensive public reply can do more harm than the review itself, and without a shared place to draft and approve, there is no second pair of eyes.
How we bring reviews into one place
- We list every platform you appear on and the access available. Official APIs come first, since they are stable and permitted for your own listings.
- For platforms without an API, we use their notification emails or, where terms allow, collect your own public review pages politely.
- All reviews land in one database with platform, location, product, rating and text.
- Negative or urgent reviews trigger an alert to the right person by email, Slack or Teams, routed by location or topic.
- An AI model drafts a reply in your tone for each review. A person edits and approves before anything is posted, and where the platform's API allows, the approved reply is posted from the same screen.
- Reviews are tagged by theme, such as delivery, staff or product quality, and a monthly summary shows what is rising or falling.
We do not generate reviews, post fake ones or reply without human approval. The aim is to respond well to real customers, not to manage appearances.
One inbox for every review
The team works through one list rather than several logins. Bad reviews reach the right person as soon as they are collected. Replies are consistent in tone. And the monthly theme summary gives operations real evidence, such as packaging complaints rising at one warehouse, rather than anecdotes.
Location managers can be given their own view, showing only their reviews and their themes, so feedback reaches the people who can act on it. Head office still sees the whole picture and can spot a location whose ratings are slipping before it becomes a pattern.
Signs you need this
- You are reviewed on three or more platforms
- Negative reviews have gone unanswered for a long time
- Nobody clearly owns review responses
- The same complaint has appeared on several sites unnoticed