--- name: review-rating-management description: Monitor, respond to, and optimize customer reviews across G2, Capterra, Trustpilot, Google Reviews, and other platforms. Use when managing online reviews, responding to customer reviews, improving review ratings, generating review requests, or managing review platform presence. Triggers on phrases like "review management", "online reviews", "respond to reviews", "review rating", "G2 reviews", "Capterra reviews", "Trustpilot", "Google reviews", "review generation". --- # Review & Rating Management Monitor, respond to, and strategically manage customer reviews across all major review platforms to build trust and influence purchase decisions. ## Workflow 1. Set up review monitoring: track mentions across G2, Capterra, Trustpilot, Google, BBB, and niche review sites. 2. Establish response protocol: define response time SLAs, response templates, and escalation procedures. 3. Generate review requests: automate positive review requests at optimal moments in customer journey. 4. Respond to reviews: personalized, professional responses to positive and negative reviews. 5. Analyze review sentiment: identify common themes, feature requests, and recurring complaints. 6. Address negative feedback: route product issues to engineering; follow up with dissatisfied customers. 7. Leverage positive reviews: incorporate into marketing materials, sales collateral, and landing pages. 8. Track review metrics: monitor rating trends, review volume, and response rates over time. ## Review Platform Strategy ``` REVIEW PLATFORM PRIORITY MATRIX ================================== TIER 1 — CRITICAL (Monitor Daily): → G2 (B2B software): [company].g2.com Impact: high (70% of B2B buyers read G2 reviews before purchase) Rating scale: 1-5 stars Review types: user-generated, verified customer Strategy: maintain 4.2+ rating; respond to all reviews within 48 hours Cost to list: free; verified review program available → Capterra (B2B software): [category].capterra.com Impact: high (second-largest B2B review platform) Rating scale: 1-5 stars Strategy: maintain 4.3+ rating; request reviews from satisfied customers Note: owned by G2; data shared between platforms → Google Business Profile (local/all businesses): google.com/business Impact: very high (appears in Google Search and Maps) Rating scale: 1-5 stars Strategy: maintain 4.5+ rating; respond to all reviews within 24 hours Critical for: local businesses, service providers TIER 2 — IMPORTANT (Monitor Weekly): → Trustpilot: trustpilot.com/review/[company] Impact: medium-high (general review platform, strong in EU) Strategy: maintain 4.0+ rating; use Trustpilot widgets on website → BBB (Better Business Bureau): bbb.org Impact: medium (trust signal for US businesses) Strategy: maintain A+ rating; resolve complaints promptly → Sitejabber: sitejabber.com Impact: medium (e-commerce focused) Strategy: maintain 4.0+ rating; respond to complaints TIER 3 — NICHE (Monitor Monthly): → ProductHunt: producthunt.com (for tech launches) → Reddit: subreddit reviews and mentions → Yelp: for local businesses and service providers → Industry-specific: Clutch (agencies), UpCity (services) ``` ## Response Framework ``` REVIEW RESPONSE PROTOCOL ========================== RESPONSE TIME SLAs: → Positive reviews: respond within 48 hours → Negative reviews: respond within 24 hours → Critical reviews (1-2 stars): respond within 12 hours → Review request sent: within 7 days of customer success moment POSITIVE REVIEW RESPONSE TEMPLATE: → Thank the reviewer by name → Acknowledge specific points they mentioned → Reinforce the value they experienced → Invite continued engagement Example: "Hi [Name], thank you for taking the time to share your experience! We're thrilled to hear that [specific feature] has helped your team [specific result]. Your feedback about [specific point] means a lot to our team. We'd love to hear more about how you're using [product] — feel free to reach out anytime. Best regards, [Team]" Key principles: → Be specific (reference their actual review points) → Keep it concise (3-5 sentences) → Professional but warm tone → No over-promising or excessive enthusiasm → Sign off as team/role (not just a name) NEGATIVE REVIEW RESPONSE TEMPLATE: → Acknowledge the issue (don't deflect or argue) → Express empathy and genuine concern → Explain what happened (briefly, without excuses) → Describe corrective action taken → Invite private conversation to resolve Example: "Hi [Name], thank you for your honest feedback. We're sorry to hear about your experience with [specific issue]. This doesn't reflect the standard we hold ourselves to. We've [specific action taken to address issue]. I'd like to discuss this further and make things right — please reach out to me directly at [email/phone]. Best regards, [Name], [Role]" Key principles: → Never argue with the reviewer publicly → Never admit legal liability → Show action taken (not just words) → Move detailed resolution to private channel → Follow up privately within 24 hours → Request review update after resolution (if appropriate) ESCALATION CRITERIA: → 1-star review mentioning legal terms: escalate to legal team → Review containing personal information: report and remove per platform policy → Review that is clearly fake/spam: report to platform for removal → Pattern of negative reviews on same issue: escalate to product team → Review from high-value customer: immediate personal outreach from account manager ``` ## Review Generation Strategy ``` REVIEW GENERATION WORKFLOW ============================ OPTIMAL TIMING FOR REVIEW REQUESTS: → After successful onboarding (customer activated core features) → After positive support interaction (CSAT score > 4/5) → After renewal or expansion (customer reaffirmed value) → After milestone achievement (90 days, 1 year) → NPS survey response: request review from Promoters (9-10 score) Timing data: → Day 30 post-signup: 40% response rate (early adopters) → Day 90 post-signup: 25% response rate (value realized) → Post-NPS survey (Promoters): 35% response rate (highly satisfied) → Post-renewal: 30% response rate (reaffirmed value) REVIEW REQUEST EMAIL TEMPLATE: Subject: Quick favor, [Name]? Hi [Name], We're so glad you've been enjoying [Product] — especially [specific feature/achievement]. Would you be open to sharing your experience on [G2/Capterra/Google]? It only takes 2 minutes and helps other businesses discover [Product]. [Link to review page] If there's anything we can do to improve your experience, please let us know. Thanks so much, [Name] Response rate: 15-35% (varies by timing and personalization) BEST PRACTICES: → Personalize each request (reference specific achievement or feature use) → Make it easy: direct link to pre-filled review form → Don't offer incentives for positive reviews (against platform policies) → Request reviews from satisfied customers only (NPS 9-10) → Follow up once after 7 days if no response → Thank reviewer regardless of rating (builds goodwill) ``` ## Edge Cases - **B2B software** (G2/Capterra): Focus on verified customer reviews; participate in G2 Peer Insights surveys; highlight "Leader" or "High Performer" badges; create review response strategy for competitive comparisons - **E-commerce** (Trustpilot/Google): Automated review requests post-delivery; incentivize review writing with loyalty points (not for positive reviews only); display review widgets on product pages; respond to shipping/return complaints quickly - **Local businesses** (Google Maps): Maintain Google Business Profile; encourage reviews after service completion; respond to all reviews; address service complaints immediately; use reviews for local SEO ## Integration Points - **G2 / Capterra**: Primary B2B review platforms; verified review program; category benchmarks; free - **Trustpilot**: General review platform; automated review request emails; widget embedding; $390-$1,600/month - **Google Business Profile**: Free local business listing; review management; local SEO impact; free - **Birdeye / Podium**: Multi-platform review management; automated review requests; reputation monitoring; $200-$600/month - **ReviewTrackers / Yext**: Multi-platform review aggregation; sentiment analysis; review response management; $250-$1,000/month