Reputation Management

Overview

Reputation Management helps you build and maintain a positive online presence by automating review collection, monitoring reviews across platforms, and responding to feedback efficiently.

Automated Review Requests

Set up automated review request workflows that trigger after key events like deal closure or service delivery. The smart routing system works as follows:

Happy customers (4-5 star initial rating) are directed to leave reviews on Google, Yelp, or other public platforms
Unhappy customers (1-3 star initial rating) are directed to a private feedback form so you can address their concerns before they go public

Review Request Flow

Navigate to Reputation Management and click Request Review:

Select the customer and communication channel (email or SMS)
Choose a review request template
Preview the message with merge fields populated
Send the request

Templates

Create reusable templates for review requests with merge fields like customer name and company name. Templates can be customized per channel (email includes subject lines, SMS is shorter format).

Review Dashboard

The reputation dashboard shows:

Average rating across all platforms
Total reviews collected
Response rate — Percentage of reviews you have responded to
Pending reviews — Reviews awaiting response
Rating trend — Line chart showing rating changes over time
Platform breakdown — Pie chart showing review distribution across Google, Yelp, Facebook, and other platforms

Response Management

Respond to reviews directly from AutomateNexus using pre-built response templates. Templates help maintain consistent, professional responses while saving time. You can customize each response before sending.