Manage customer reviews from your service workspace

A review request sent separately from your customer contact goes out to everyone alike, including the customer who just waited two weeks for their parcel. Cuego sends the request from the handled conversation, so it knows how that conversation went.

You pick the platform the customer lands on per request. The mail goes out under your company name and in your house style, because it runs through the same templates as your other transactional mail.

Asking a customer with an open complaint for a review earns you a low score you invited yourself. That is the reason to hang the request on the conversation and not on an export of your customer list.

Cuego collects reviews from Google, Trustpilot, KiYOH, Feedbackcompany and Klantenvertellen. They arrive in the same list, with the score, the text and the platform attached.

You can check per connection whether it still works. A connection that breaks on expired credentials reports it, instead of quietly fetching nothing. You only notice that difference once you've been through it: an empty review list looks the same as a week without reviews.

You choose per company how independently Cuego responds to reviews. Manual means nothing happens without you. In draft mode Cuego writes the reply and it stays waiting. In automatic mode the reply goes to the platform by itself.

Even in automatic mode a star threshold applies, four by default. So a review of three stars or lower is never answered automatically, however good the proposed reply is. It is exactly those reviews where the precise wording counts.

If publishing fails, for instance because the platform refuses the response, the reply falls back to a draft. It doesn't disappear and it isn't quietly discarded.

Answering a bad review is not the same as acting on it. So Cuego creates a task on a low score, three stars or fewer by default, and that task has an owner and a deadline.

Stars alone aren't enough. A five-star review can contain a complaint you want to know about, and Cuego finds that by assessing the text itself. The reason sits in the task, so whoever picks it up doesn't have to dissect the review first.

The review hangs on the customer and on the conversation it came from. If that same customer calls later, the review is simply there in their timeline.