Google reviews get a reply within a day, and bad ones open a ticket and reach the owner

Each new Google review is matched to its order. Good reviews get a thank-you reply the same day, and a low rating opens a ticket and reaches the owner with a draft reply.

Used day to day by
  • Business owner
  • After-sales team
  • Showroom managers

How it runs with AI

The AI reads each new review within the hour and finds the customer's order in Zoho Books. Good reviews get a thank-you reply the same day. A low rating opens a ticket in Zoho Desk for after-sales, and the owner gets it on Google Chat with a draft reply to approve.

How it is done today

Reviews come in on the Google profile of each showroom or outlet. A showroom manager replies when she has time, often a week later. Complaints written in reviews seldom reach the after-sales team, and the owner hears about them when an unhappy customer calls him.

Step by step

Where the work happens, what the AI does, and where it hands over to a person.

  1. Step 1, AI

    Picks up every new review on each Google profile within the hour

    Needs to know: Your Google locations

    In Google Business Profile

  2. Step 2, AI

    Finds each reviewer's order in Zoho Books by name and delivery date

    Needs to know: Past orders and deliveries

    In Zoho Books , Google Business Profile

    Exception to step 2

    Marks a review with no matching order for the owner to check

  3. Step 3, AI

    Opens a ticket in Zoho Desk for every low rating, due the next day

    Needs to know: Low rating line, After-sales owner

    In Zoho Desk

  4. Step 4, AI

    Posts a thank-you reply to each good review, and drafts a reply to the rest

    Needs to know: Owner's reply tone, Details kept private

    In Google Business Profile

  5. Step 5, AI

    Sends the owner the review, the order, the ticket and the draft reply on Google Chat

    Needs to know: Who approves replies

    In Google Chat

  6. Step 6, Person

    Approves or edits the reply, and after-sales calls the customer the same day

    In Google Business Profile , Zoho Desk

What stays with a person

  • Approves or edits the reply, and after-sales calls the customer the same day

Apps in this example

  • Google Business Profile
  • Zoho Books
  • Zoho Desk
  • Google Chat

The same flow works with the apps you use.

This fits you if

  • Your business gets more than 50 Google reviews a month across your locations
  • Replies today wait until one person finds the time
  • Your orders are in Zoho Books and after-sales works in Zoho Desk
  • The owner wants to see every complaint on the day it is written

What to watch for

  • Replies are public and Google tells the reviewer when you reply, so the owner approves every reply to a low rating before it posts
  • Refunds, replacements and any admission of fault stay with the owner and after-sales. The draft reply says who will call, and the call settles the rest
  • Order numbers, phone numbers and addresses stay in the ticket and out of the public reply
  • For the first 2 weeks the owner approves every reply, good or bad, and sets the tone the AI follows after that
  • A review with no matching order goes to the owner, who decides whether to report it to Google

Read more

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