Review & Reputation Engine
Detects the happiest moment in the customer journey, asks for the review then — and quietly routes unhappy customers to a human instead.
4.2×
Review volume
4.8★
Avg rating
−67%
Negative reviews
1,200+
Requests / month
The problem
Review requests went out on a blind schedule. Delighted customers were never asked; frustrated ones were — and left one-star reviews.
What I built
A sentiment gate: satisfaction signals decide who gets asked. Happy customers get a one-tap review link on the exact day they're most likely to say yes. Unhappy customers get a private feedback path and a human callback task instead of a public review form.
Architecture
4 stages- 1
Signals: purchase, support tone, NPS reply, usage
- 2
Sentiment gate → public ask vs private recovery path
- 3
Multi-channel ask (SMS + email) with one-tap link
- 4
Negative path creates a callback task, not a review link
Stack
Got a process like this eating your team's week? Let's kill it.