Review management
Every review answered, and the hard ones seen by a person first.
Customers who had a good visit rarely think to say so, and the reply to an angry review is where a business shows its character. Zenith asks after each visit or order, drafts a reply to every review with the order or visit beside it, and holds the low ones until someone on your team has read them.
“Fries were cold and we waited 50 minutes for a pickup quoted at 25.”
The cycle
From a visit to a reply.
- 01
Ask
The morning after a visit or order, a text asks how it went, with a link to your review page.
- 02
Watch
New reviews on your Google profile are read as they arrive and put on the reviewer's thread, matched to their order or visit where possible.
- 03
Draft
A reply is drafted from the review, the visit and your tone: thanks for the good ones, a real answer for the rest.
- 04
Post
Four and five stars are posted under your rule. Three and below wait for a person.
By rating
What happens at each rating.
| Rating | What Zenith does | Your team |
|---|---|---|
| Five and four stars | Drafts a reply and posts it under your rule | Can read and edit any reply |
| Three stars | Drafts a reply with the visit details beside it | Reads, edits and posts it |
| Two and one stars | Drafts a reply and pulls the order, the wait and any earlier complaints | Decides the reply and any make-good |
| A review naming a person | Flags it and holds the draft | Decides what to say |
Who gets asked
Asked at the right moment, and only once.
After the visit
Timed to the visit or order in your system, not a fixed blast.
Everyone, not the happy few
Requests go to every customer after a visit or order. Zenith does not choose who to ask by how satisfied they seem.
Not too often
Regulars are asked at the interval you set, not after every visit.
With consent
Only on channels the customer has consented to, and STOP ends it.
Context
A reply written with the order in front of it.
The difference between a good reply and a generic one is knowing what actually happened.
The visit
What they ordered, which location, how long they waited and who served them, from your systems.
The history
Whether this is a regular or a first visit, and any earlier conversation.
Your voice
Replies follow your tone and your rules on what to say publicly, and what to take offline.
On its own, and where it stops
Zenith handles the routine. Your people handle the rest.
Zenith sends review requests and drafts every reply on its own, and posts four- and five-star replies under your rule. Three stars and below, any make-good and any reply naming a person wait for someone on your team.
Zenith answers, routes, books and handles routine questions on its own. Refunds, discounts, complaints, low reviews and campaigns wait for a person, and anyone on your team can take over a conversation at any time.
Your dataThe voice model carries the spoken conversation and nothing else. Your customer records stay in your own database, read only by your own agents.
Start here, keep the foundation
Start with review management. Add the rest without starting over.
Review requests are a good first function for a business that already has steady visits but few reviews. The visit and order data they are timed from is the same data caller context and reactivation read, so the next function is already connected.
FAQ
Questions, answered plainly.
What is review management?
Review management is asking customers for reviews, watching what they post, and replying. Zenith does all three from your own visit and order records, and keeps low reviews for a person to answer.
Which review sites does Zenith work with?
Zenith is built to read reviews from your Google Business Profile and post replies there. Other review sites are set up per company when its instance is configured.
Will Zenith post replies to bad reviews on its own?
No. Three stars and below are drafted and held until a person on your team reads, edits and posts the reply. Any refund or make-good offered to the reviewer is your team's decision.
Does Zenith only ask happy customers for reviews?
No. Requests go to every customer after a visit or order, within the interval you set and the channels they have consented to. Zenith does not screen customers by how satisfied they seem.
Can we change the tone of replies?
Yes. You set the tone and the rules: what to say about a wait, when to invite someone to call, and what never to say in public. You can edit any draft before or after it posts.
Where do reviews show up for our team?
On the reviewer's thread in the shared inbox, next to their order or visit, and low reviews also appear in the owner brief each morning.
Related in Zenith
- Customer reactivationLapsed customers found in your POS or ERP, with offers drafted for a person to approve.View
- Shared inboxOne thread per person across calls, texts, webchat, email and reviews.View
- Business textingTwo-way texting from your business lines, answered by agents and your team.View
- RestaurantsReservations, takeout questions and catering inquiries answered during the rush.View
- Caller contextThe caller's orders, bookings, balance and last conversation on screen before hello.View
From Ferrata Labs
- Ferrata LabsThe firm that builds Zenith, and builds AI agents into operating businesses.
- Ferrata in food and beverageRestaurants, distribution and procurement.
- How it worksAssess, Anchor, a first agent live in under 90 days, then your team.
- Book a discovery callThirty minutes on one workflow, and an honest answer on where to start.
Start with review management, or talk it through first.
Thirty minutes with Ferrata Labs on how calls and messages reach you today. You leave with a view of where Zenith fits, and an honest answer if something else should come first.
Your menu, your policies, your routing and the way you talk to customers are yours. Zenith is configured to them. You are not fitting your front desk into a template.