Build your customer review management app.

How to build your customer review management app

1. 1

   Describe the job

   Keep feedback sources, response drafts and publication permissions together.

2. 2

   Review the first version

   Choose how the customer service agent records the review source and how the brand reviewer reviews the next step.

3. 3

   Refine the views

   Ask First to adjust the fields and views for the people who will use the app.

4. 4

   Test before sharing

   Walk through the process with a sample record and check who owns the next action.

What to include in your customer review management app

• Keep the review source in context

  Keep review source, permission, response draft, owner, published response and status together so the next person can understand the request or record.

• When the next step needs a decision

  A private feedback comment is proposed as a public testimonial. Hold publication until its separate permitted-use decision is recorded.

• Keep status visible

  Request separate permission before using private feedback as a public testimonial.

• Choose what each person needs

  Give the customer service agent a working view and the brand reviewer a review view. Keep review source and permission attached to the decision as the work moves between them.