Flag serious negative reviews for internal review before posting a public response.
Not all reviews should receive an immediate public response. Reviews with very low ratings or mentioning serious service issues require internal review and coordination before anything is posted publicly.
Birdeye's escalation workflow ensures these reviews are flagged and routed to the right internal owners so you can coordinate a response strategy before posting publicly.
Track the impact of proactive review requests on review volume and average rating over time.
Review team responses to ensure quality and consistency with brand guidelines.
Summarise review volume, average rating, and sentiment trends as a reputation health report for leadership.
Open the low-rated review in the Birdeye dashboard.
Read the review carefully to understand the specific issue raised.
Flag the review to the Marketing lead and Customer Experience team.
Coordinate on a response strategy before posting anything publicly.
Once a coordinated response is agreed, post the final response or escalate further if needed.
A 1-star review arrives for [your company] mentioning a serious service complaint. 1. You open the review in the Birdeye dashboard and confirm it is rated 1 star. 2. You read the review and note it mentions serious service issues. 3. You flag the review to [Marketing lead] and [Customer Experience team] using Birdeye's escalation workflow. 4. The team coordinates on a response strategy. 5. Once the response is agreed, you post the final response. The review is now publicly addressed with a coordinated response.
This review is rated 1 star and mentions a serious service complaint. Do not post an AI-drafted response automatically — flag this to the Marketing lead and Customer Experience for a coordinated response before anything is posted publicly.
Share recurring complaint themes with other departments to address operational issues at the source.
Measure the impact of operational improvements on review sentiment and ratings.