People choosing where to eat open Google Maps and read the reviews before the menu. You read them at midnight, after closing the register: the two-star one keeps you up and the reply stays half written. Whoever comes by later sees the criticism sitting there, without a word from the trattoria.
What you check
Alle critiche rispondi tu. La bozza è pronta, la pubblichi dopo averla letta.
Ogni risposta cita quello che il cliente ha scritto. Niente frasi fatte uguali per tutti.
Il sistema risponde, non filtra. Non decide chi può lasciare una recensione.
Similar cases
The same automation logic applied to other kinds of business:
Frequently asked questions
Does it post the replies by itself?
Not for criticism: the draft waits for your OK. For positive reviews you choose whether to let them go out on their own or approve them one by one.
Does it work with TripAdvisor and TheFork?
It reads their reviews from the notification emails, but neither offers a connection for replying: there the draft is ready to copy and paste. On Google, the reply is posted from the business profile.
Can it remove fake reviews?
No. It flags them for you, and you file the removal request with Google from the profile. The system doesn't decide who gets to leave a review.
What's needed to connect Google?
You authorize access to the trattoria's profile once with your Google account, and you can revoke it whenever you want. On our side we need access to the Google APIs, which Google grants on request: we check this before starting.