The Starting Point
The team already served hundreds of UK businesses with bespoke review responses. Growth exposed three friction points:
- Daily backlogs that risked stretching their 24-hour service promise.
- Renewal conversations that needed more than a “count of replies” to justify premium retainers.
- Hospitality clients asking for TripAdvisor coverage that manual teams could not scale.
We had to add capacity and intelligence without diluting the tone customers recognise as their brand.
What We Delivered
1. Deterministic Google Review Runs
A nightly workflow now reads every new Google review, selects the client-specific tone and promos, drafts the reply, and posts it within 24 hours. Every step is logged. Humans only step in when the system flags a truly sensitive case.
2. Deep-Dive Analytics Packs
We turned raw review data into nine-month sentiment packs that blend quantitative trends with the customer quotes behind them. CSMs now take a storyline, not a spreadsheet, into every renewal call.
3. Virtual CSM Backup
A virtual CSM agent drafts proactive outreach, escalation notes, and follow-up tasks grounded in live performance data. Humans focus on judgement calls while the agent handles the heavy lifting.
4. TripAdvisor Unlocked
We engineered tooling that handles TripAdvisor’s API quirks, drafts compliant replies, and mirrors the agency’s branded tone. Hospitality clients now get a bundled Google + TripAdvisor service with one control plane.
5. Single Source of Truth
A rebuilt onboarding dashboard feeds every workflow with the latest tone guides, promo hooks, and escalation rules. No more scavenging through inboxes before responding.
Why It Holds Up
- Context-rich inputs: Every output references the client’s history, current campaigns, and approved closings.
- Deterministic guardrails: Workflows mirror the agency’s best human examples—no free-form prompt chasing.
- Operator visibility: The team sees what ran, what escalated, and why—building trust with clients and compliance alike.
“We kept the tone our clients expect and gained headroom to sell more. The analytics packs alone have changed how we run renewal calls.”— CEO, UK Reputation Management Agency
Results That Matter
Guaranteed 24h Replies
Every Google review now receives a personalised response before the next trading day—no extra headcount.
Insight-Led Revenue
Nine-month analytics packs created a premium add-on and anchor every renewal conversation.
TripAdvisor Monetised
Hospitality clients now pay for TripAdvisor coverage that previously wasn’t viable.
Consistent Brand Voice
Replies and outreach carry the approved tone, backed by audit logs instead of guesswork.
Headroom to Scale
The team supports materially more clients with the same resource, spending time on strategy rather than triage.
What It Means for Agencies
This isn’t a lab pilot. The agency’s production review operations, analytics, and customer success motions now run from this stack. Outputs are stronger than human-only teams, open new revenue streams, and preserve the personalised service their brand depends on.