Review Engine: Managing Reviews Across All Platforms

The Review Engine continuously monitors your brand's reviews across all relevant platforms.

The review feed shows: - All reviews sorted by recency - Platform source (Google, Trustpilot, G2, etc.) - Star rating and sentiment analysis (positive, neutral, negative) - Whether a response has been posted - Review velocity trends (reviews per month over time)

New reviews trigger alerts based on your configuration. Negative reviews get flagged for immediate attention. The feed is filterable by platform, rating, sentiment, and response status.

Aggregate metrics tracked: - Total reviews across all platforms - Average rating (overall and per-platform) - Review velocity (reviews per month, trending up or down) - Sentiment distribution (positive/neutral/negative breakdown) - Response rate (what percentage of reviews have a response)

For each review, MentionLayer generates a suggested response using Claude. The response is tailored to the review's content, sentiment, and platform.

For positive reviews (4-5 stars): - Grateful, personalized response referencing specific points the reviewer mentioned - Reinforces the positive experience - Subtle encouragement to recommend to others - Keeps it genuine — no marketing-speak

For negative reviews (1-3 stars): - Empathetic opening acknowledging the frustration - Specific response to the complaints raised - Clear action steps being taken - Invitation to continue the conversation privately - Never defensive, never dismissive

For neutral reviews (3 stars): - Appreciation for honest feedback - Addresses any specific concerns - Highlights features or changes that address their points

You review every suggested response before posting. Edit, approve, or reject as needed. MentionLayer never auto-posts review responses.

Proactively growing your review count is critical for AI visibility. The Review Engine helps you run structured review request campaigns.

Campaign setup: 1. Choose a target platform — Focus on one platform per campaign (e.g., Google Reviews this month, G2 next month) 2. Select your audience — Import a customer list, connect to your CRM, or manually add contacts 3. Customize the template — MentionLayer generates an email template. Edit the subject line, personalization fields, and messaging 4. Set the schedule — Drip-send review requests over time (not all at once) for natural-looking velocity 5. Launch and track — Monitor open rates, click rates, and actual reviews received

Tips for high conversion rates: - Time requests 2-7 days after a positive interaction or purchase - Keep the email short — one clear ask with a direct link to the review platform - Use the customer's name and reference a specific interaction - Send follow-up reminders (once) to non-responders after 5 days - Never incentivize reviews — it violates most platform policies

Track how your review presence compares to competitors across all platforms.

Competitor tracking shows: - Total review count per competitor per platform - Average rating per competitor - Review velocity (are they growing faster than you?) - Sentiment distribution comparison - Platform coverage gaps (platforms where they have reviews and you don't)

This data feeds directly into your audit score and action plan. If a competitor has 4,200 reviews on Google while you have 23, the action plan will prioritize a Google review campaign.

Key benchmarks to watch: - Your total reviews vs the category leader - Your average rating vs category average - Review platforms you're missing that competitors are on - Review velocity trends — are you closing the gap or falling behind?