Review Machine use cases

When a customer is unhappy, you hear it first

A bad experience usually reaches you the hard way, in a public review weeks later. Review Machine asks each customer how it went. A customer who taps Could be better can write to you privately, and you get an email within seconds. The link to post on Google stays on the page, so the choice is always theirs. You call, fix what went wrong, and keep a note for your team. For clinics, we add one rule for public replies.

People and places in this video are generated by AI. Every Review Machine screen is real, on a demo account with invented customers. Watch it on YouTube
Transcript

0:00 An unhappy patient

An unhappy patient will tell someone. Make sure you hear it too. Mark came in for an emergency visit at Brightside Dental. The care was fine. The wait was not.

0:11 A private note, the public link stays

That evening, the office sends a short note with his own link. The first question: how was the visit? He taps Could be better. A private form opens. He writes what happened, in his own words, and sends it. The Google link stays right there. If he wants to post publicly, he still can.

0:34 The alert, the call, the note

Within seconds, Dr. Lee has his message in her inbox. It's also on the Feedback tab, marked New. One click opens his card, with his number. Hi Mark, it's Dr. Lee from Brightside. I read your note about the wait. You're right, and I'm sorry. She marks it resolved and notes what changed, so the whole team knows.

0:59 Replying in public

If a patient does post publicly, reply without confirming they're your patient, never mention treatment, and invite them to call the office. You hear it first. Your patients still choose where to say it. Start with a free check of your listing at fractalic.studio.

What the owner does

Five steps, each shown in the video. The stills are frames from the video.

  1. The Brightside Dental review page on a phone: Hey Mark, How was your visit?, with the buttons Great and Could be better.

    Ask how it went

    The review page opens with one question and two buttons: Great or Could be better.

  2. After Mark sends his private note, the page thanks him and still offers the link Rather post it publicly on Google?

    Let them say it privately

    Could be better opens a short private form. The public Google link stays available after they send it.

  3. The alert email on a phone: Private feedback, Brightside Dental (Mark Delaney), with his message about the wait.

    Get the alert

    The message is emailed to your feedback address and waits on the Feedback tab, marked New.

  4. Mark's message on the Feedback tab, marked Resolved, with Dr. Lee as the owner and an internal note about the call.

    Call and close the loop

    Open the client card, call, then set a status, an owner and an internal note.

  5. A public reply example: the Don't version names the visit and the patient, the Do version thanks them and invites them to call the office manager.

    Reply safely in public

    If they post anyway, thank them, never confirm they are a patient or client, and invite them to call.

Check my Google listing →

Good questions. Clear answers.

Isn't a private feedback form review gating?
Gating means hiding the public review option from unhappy customers. We don't. A customer who taps Could be better can write to you privately, and the link to post on Google stays on the page after they send it. They decide where to speak. Turn on After negative feedback, also show the public review link in Settings, under Client experience.
How should a dental or medical practice reply to a negative review?
Never confirm in a public reply that the reviewer is your patient, and never mention a visit, a treatment or an appointment detail. Thank them, say you take every concern seriously, and invite them to call the office. Then have the real conversation by phone. This keeps the reply free of patient information while still showing you listen.
Who gets the alert?
The address in Settings, under Email and notifications, called Feedback and reply address. Each private message is emailed there within seconds and also waits on the Feedback tab, where you can set a status, an owner and an internal note. If no address is set, nothing is emailed, but the message is still saved on the Feedback tab.

More customer stories

Story cover with the words Ask in their language: two review pages on phones, one in Spanish and one in Arabic. Review requests in your customer's language Half your patients speak Spanish, and your review request goes out in English only. Watch the story (1:24) → A customer's hand holding a phone with a short review draft open for editing, in a living room in the evening. From "I'll do it later" to a posted review in a minute Most happy customers don't refuse to leave a review. They just never get to it. Watch the story (1:12) →

For your industry: Medical transportation and Law firms. All use cases →

Further reading: Google's guidance on requesting honest reviews. Review Machine product page.

All customer stories on YouTube