Scenario
A client who is unhappy may be more willing to try a competitor, so a quick response is critical. Concerns published in a negative review can often be resolved in a phone call. The customer may even be willing to change their score or review based on your intervention.
Trigger
• A customer leaves a negative review of your product on a site or forum
Actions
• Alert the sales or customer service team about the review • Respond to the poster’s comments if allowed by the site