The challenge our clients face
More and more customers check online reviews before choosing a product or service, trusting other customers’ experiences over your own marketing. By responding, you reassure prospects, strengthen loyalty, and take control of your online reputation.
But reviews are often scattered across multiple platforms and locations, whether it’s a retail chain’s stores, a social housing provider’s agencies, or a local authority’s services. And a negative review is a real customer request that needs handling. Cockpit consolidates all your reviews, across every platform and location, and helps you respond to each one.
Why customer review management makes all the difference
A hesitant prospect reads your reviews before deciding. Your response, positive or negative, is part of what they see, and it influences their choice.
Replying to a negative review limits the damage. You show you’re listening and reassure other readers about your professionalism, even when faced with criticism.
Responding to a positive review makes the customer who took the time to write it feel valued. And it encourages other satisfied customers to do the same.
Tracking reviews over time reveals early warning signs. A recurring issue in reviews can be spotted before it becomes a bigger problem. That’s customer review management in action.
The question isn’t “Should I respond to my reviews?” but “How can I respond to all of them, quickly and effectively, without it becoming a full-time job?”
Our solution for managing your customer reviews
Every organization has its own review platforms and priorities. Cockpit and iQ adapt to your online presence.
Cockpit
Cockpit brings all your reviews together, regardless of platform, into a single interface, and works across three key areas. Personalization: AI crafts responses in your brand’s tone, tailored to each review. Automation: Replies to positive reviews and those without comments are sent automatically, boosting your response rate from 0% to 90% while your teams focus on sensitive reviews that need a human touch. Reporting: A monthly report per location lets you track your reputation and benchmark against local competitors. You stay in control of what gets automated, making customer review management effortless.
Explore Cockpit- Consolidates all your reviews across every platform
- Personalization: Responses in your brand’s tone, tailored to each review
- Automation: Automatic replies to positive reviews and those without comments, increasing response rates from 0% to 90%
- Prioritizes negative or sensitive reviews for fast human responses
- Reporting: Monthly reports per location with local competitor benchmarking
iQ
iQ analyzes 100% of your customer reviews to pinpoint the key friction points for each store. Get tailored recommendations per location and a view that’s both global and local, so you can standardize quality across your network and share best practices.
Start with an audit of your interactions, conducted by fAibrik using iQ → Explore iQ- Analyzes customer verbatims
- Tracks pain points by location and measures the impact of your actions
- Assesses the quality of responses written by advisors and AI
Results our clients achieve
reviews processed per year
to handle a review by advisors
Reputation tracked and benchmarked
What’s the optimization potential for your e-reputation?
Customer story
How BUT, a chain of over 300 stores, went from 0% to 90% automated responses for customer reviews
“With fAibrik, we can respond to all our customer reviews and cover every store in terms of review responses.”
- Over 300 stores
- 100'000 reviews processed per year
- From 0% to 90% automated responses
Frequently asked questions
Does Cockpit connect to all the review platforms I already use?
Yes, Cockpit consolidates your reviews from any platform (Google, industry-specific platforms, location listings) into a single interface.
Can I choose which reviews are handled automatically?
Yes, you decide what to automate (positive reviews, reviews without comments) and keep control over sensitive reviews, which remain handled by your teams.
Do automated responses match my brand’s tone?
Yes, the AI is configured to respond in your brand’s voice, not with generic language.
Is this need limited to brick-and-mortar retail?
Customer review management applies to any organization exposed to online reviews: social housing agencies, local government services, retail chains, e-commerce sites, or service businesses. Cockpit adapts to your platforms, not the other way around.