Reviews
Online review generation and management
Satisfied customers seldom leave a review unless someone asks. Unhappy ones often write without being asked. A system that asks every customer, at the right moment, corrects that imbalance.
Why reviews decide who gets the call
Someone choosing a dentist, a lawyer or a builder reads the stars, then the last few reviews, then your replies. That is often the whole decision. Reviews also feed local search: Google says the number of reviews and their rating count among the factors in local ranking.
AI assistants read them too. When someone asks ChatGPT or Gemini for a good clinic in their city, the answer can lean on what reviews say about each name. Our page on AI brand perception covers that side.
The common problem is volume. A business with plenty of satisfied customers sits on a handful of reviews from years ago, while a weaker competitor has hundreds. The difference is a habit of asking.
How the review system works
Pick the moment
Right after the experience, while it is fresh. For a clinic, a few hours after the appointment. For a property sale, after the keys are handed over.
Send a short, personal request
On WhatsApp or SMS, in the customer’s language, signed by a named person, with a link that opens Google’s review box directly.
Ask everyone
Every customer gets the request. Google forbids choosing who gets asked based on how happy they seem.
Remind once
One polite reminder a few days later if no review came, then nothing more.
Reply to every review
A thank-you for good ones. For bad ones, a calm answer and an offer to talk privately, within a day or two.
What we set up
Requests tied to your process
Each request is triggered by a step in your sales process, such as an appointment marked as attended, through marketing automation. Nobody has to remember.
Messages in each language
French, Arabic and English templates written to sound like your staff. On WhatsApp, they are submitted to Meta as approved templates; see WhatsApp marketing.
Links and QR codes
A short link straight to the review form, and a QR code for the reception desk, the invoice or the handover pack.
Reply guidelines
Tone, what to say, what never to say. We draft replies for your approval, or post them for you once the rules are agreed.
Alerts on low ratings
A one- or two-star review reaches the manager the same day, so the answer comes from someone who can fix the problem.
Other platforms
Where your buyers also look: Facebook, Trustpilot, TripAdvisor or the directories of your trade.
Replying when you work in health or other confidential trades
A clinic replying to a review must not confirm that the reviewer is a patient, mention a treatment, or argue about what happened in the chair. Health information has extra legal protection in most countries, and a patient telling their own story does not give you the right to add to it.
We write reply templates that thank, acknowledge and invite the person to continue in private, without confirming anything. The same care applies to lawyers, financial advisers and anyone bound by professional confidentiality. Our pages for dental clinics and healthcare go further.
What we report each month
Requests and reviews
Requests sent and reviews received, per location and, where it helps, per staff member.
Rating trend
Average rating over all time and over the last three months, since buyers read the recent ones.
Reply time
How long reviews waited for an answer, and how many still have none.
Themes
What customers praise and complain about, grouped, so management sees the patterns behind single comments.
Frequently asked questions
Can we offer a discount in exchange for a review?
No. Google forbids offering money, discounts or gifts for reviews, and reviews obtained that way can be removed. Thank people after they review if you like, but never make anything depend on it.
Can we send the request only to happy customers?
No. Filtering who gets asked is called review gating, and Google’s rules forbid it. You can offer a private feedback form as well, as long as everyone still receives the link to the public review.
Can you remove a bad review?
Only Google can remove a review, and only when it breaks Google’s rules, for example spam, off-topic content or a conflict of interest. We flag those. For the rest, a good reply and a steady flow of recent reviews do more than any removal request.
How fast will our review count grow?
It depends on how many customers you serve and how consistently the requests go out. The system makes the asking automatic. We report the request-to-review rate each month, so you see whether the message or the timing needs work.
Do we need WhatsApp for this?
No. SMS and email work too. WhatsApp is often read faster, but Meta requires that the customer has opted in to receive messages from you on WhatsApp, and the request must use an approved template.
Last updated · By the Napexy team
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