E-commerce review intelligence

The challenge

Pawposify's reviews were coming in from Google, Trustpilot and Shopify faster than anyone could read them. A one-star review would sit unanswered for the better part of a week, and nobody on the CX team could tell you what people were actually complaining about most often.

Solution design

Every 15 minutes we pull new reviews from all three sources, score the sentiment, tag the themes and draft a reply. Anything at 1 or 2 stars pages the CX lead with a suggested response already written. Once a week the team gets a digest of the top five themes and how the volume is trending.

Architecture

flowchart LR
  A[Cron 15m] --> B[Google + Trustpilot + Shopify]
  B --> C[Merge + Dedupe]
  C --> D[Sentiment + Themes]
  D --> E{Score < 0?}
  E -->|yes| F[Escalate + Suggested Reply]
  E -->|no| G[Store + Auto-Thank]
  D --> H[Weekly Theme Digest]

Workflow screenshots