Review and reputation monitoring

Customer reviews land in a dozen places and almost never in one. A rating shows up on the Google Business Profile, a detailed complaint appears on Trustpilot, a software buyer writes on G2, and a walk-in vents on Yelp. Keeping up means logging into each site, catching new reviews before they age, and writing a considered reply while the tone still matters. Most teams check some sites often and others never, so the negative review that needed a fast, careful response is the one that sits for a week. The pain is not writing a single reply, it is the constant watching across sites that do not share a queue.

You describe how you want reviews handled, and Ceven builds a workflow that pulls new reviews from Google Business Profile, Trustpilot, G2, and Yelp into one place. AI steps read the sentiment, sort the urgent from the routine, and draft a reply that fits the specific review rather than a canned template. Anything that needs a real ticket can open in Zendesk, and the whole queue surfaces in Slack where your team already talks. The reviews stay on the platforms that host them, because Ceven runs around those sites rather than becoming the record of your reputation. What used to be scattered monitoring becomes one reviewed queue with a suggested response already written.

No reply reaches a public review page until a person approves it. Each draft holds at an approval gate so a support lead can soften a line, add a detail only a human would know, or escalate a tough case before anything posts. Ceven never answers a customer publicly on its own, because a review reply is customer-facing and carries real reputational weight. Once approved, the workflow posts the response and records it in an exportable audit trail. That trail shows which review came in, what was sent back, and who signed off, across every site in one place.

You can start free with no credit card, so you can see the queue fill before committing anything. Connect the review sites and the tools your team already uses, and describe how you want each type of review handled. Ceven runs around your existing sites and help desk rather than replacing them, so nothing changes about where your reputation actually lives. Every reply is written to an exportable audit trail, so you always know what was sent and who approved it.