Reputation Management & Review Automation in HighLevel

Overview

HighLevel’s reputation management system automates the process of collecting, monitoring, and responding to online reviews across multiple platforms. This helps businesses build positive online presence and address negative feedback promptly.

Review Platform Integrations

• Google My Business
• Facebook
• Yelp
• Trustpilot
• Better Business Bureau
• Custom review sites (via API)

Automated Review Requests

Trigger review requests based on:

• Appointment completion
• Order fulfillment
• Service delivery
• Pipeline stage (deal closed-won)
• Manual trigger by team member
• Scheduled days after interaction (e.g., 3 days after purchase)

Smart Funnel System

HighLevel uses a “feedback funnel” to protect your public reputation:

1. Internal Feedback Page: Customer first sees private feedback request: “How was your experience? (5-star rating)”
2. Positive Experience (4-5 stars): Redirect to public review sites (Google, Facebook) to leave review
3. Negative Experience (1-3 stars): Redirect to private feedback form to collect complaints internally (prevents public negative reviews)
4. Follow-up: Negative feedback triggers internal alert to address issue before customer posts publicly

Review Monitoring

• Centralized dashboard showing all reviews from connected platforms
• Real-time notifications when new reviews are posted
• Sentiment analysis (positive, neutral, negative)
• Review response templates
• Team assignment for responding to specific reviews

Review Widgets

Display reviews on your website:

• Embed review widgets showing latest reviews
• Aggregate star ratings across platforms
• Filter reviews by platform or rating
• Automatically update as new reviews come in
• Customizable styling to match website

Analytics & Reporting

• Total reviews collected
• Average star rating across platforms
• Review velocity (reviews per month)
• Response rate and average response time
• Sentiment trend over time
• Comparison to competitors (if available)

Use Case: Restaurant Chain

Trigger: Customer completes dine-in experience (detected via POS integration or manual check-in)

Automation Sequence:

1. 2 hours after meal: SMS sent - ”How was your meal at [Restaurant Name]? Rate 1-5 stars”
2. If 5 stars: “Thanks! Would you mind sharing your experience on Google? [link]”
3. If 4 stars: “Thanks! We’d love your feedback on Google [link]. What could we improve? [private form link]”
4. If 1-3 stars: “We’re sorry your experience wasn’t perfect. Can you share what went wrong? [private form link]” → Manager receives alert → Personal follow-up call within 24 hours

Results:

• Before automation: 2-3 Google reviews/month, 3.8-star average
• After automation: 15-20 reviews/month, 4.6-star average
• Negative feedback addressed privately before becoming public reviews