--- title: "Google review management for retailers" summary: "Customer feedback is the VenueX module that collects Google reviews for every store, tags their topics, alerts the right owner and prepares AI reply drafts that a person approves before they are posted." canonical_url: https://venuex.io/platform/reviews lang: en alternate: tr: https://venuex.io/tr/platform/reviews.md last_updated: 2026-10-23 type: product-module --- > Site index: https://venuex.io/llms.txt > > Türkçe: https://venuex.io/tr/platform/reviews.md # Customer feedback: Google review management for retailers Customer feedback is the VenueX module for the Google reviews of physical stores. It collects the reviews of every store profile in one inbox, tags their topics, alerts the owner of each store, region or topic, and prepares reply drafts in the brand's tone. A person on the brand's team approves every reply before it is posted to Google. ## Who it is for - Multi-location retailers and store networks, with a Google Business Profile for each store. - Customer experience, customer relations, store operations and brand teams that answer reviews today. - Teams in a common situation: they check Google by hand, store by store; they have no headcount to answer every review; they cannot report reply rates to store operations or management. ## What audits find VenueX audits of retailers' store profiles often find large reply gaps. The retailers are not named. - Retail audits by VenueX found reply rates of 3 to 15% on Google reviews. These numbers describe the reply gap that the audits found. They are not results of the module. ## What it does - **Collects reviews by store.** New Google reviews from every connected store profile arrive in one inbox, with the store they belong to. - **Tags topics.** AI classification adds topic tags to each review: positive, negative, technical service and staff mentions. Brands can add their own topics. Tags come from the review text, not from the star rating. - **Alerts the owner.** VenueX sends an alert by email, Microsoft Teams or Slack to the owner of a store, a region or a topic, for example a store manager, a regional manager or the customer relations team. The VenueX team sets up these routing rules with the brand. - **Drafts replies.** A team member asks for an AI reply draft. The draft follows the brand's tone guide and sample replies. The team member can edit the draft or ask for a new one. - **Waits for approval.** A person approves each reply before it is posted. There is no automatic sending. - **Shows the numbers.** Reply rate, rating, review count, unanswered reviews and topics, by store and region. The data can be exported for internal reports. - **Works with VenueX AI (Beta).** Users can ask the VenueX AI assistant about reviews in plain language. The assistant can prepare review replies, and they are posted only after approval. ## How it works 1. **Access.** The brand gives VenueX permission on its Google Business Profiles. The profiles stay owned by the brand. 2. **Setup.** The brand shares a tone guide, sample replies it has approved, and an owner list that says who gets which stores, regions or topics. The VenueX team configures the reply drafts and the routing. 3. **Daily work.** New reviews arrive by store and get topic tags. Owners get an alert. A team member opens a review, asks for an AI draft, edits it if needed and approves it. The reply is posted to Google from the brand's own profile. 4. **Reporting.** The team follows reply rate, rating and topics by store and region in VenueX, and exports the data for store operations or management. ## What the brand provides | Item | What it is | Notes | |---|---|---| | Google Business Profile access | Permission for VenueX on the brand's store profiles | The accounts stay owned by the brand | | Tone guide | The brand's tone and rules for replies | Drafts follow it | | Sample replies | Replies the brand has approved before | Drafts follow them | | Owner list | Who receives alerts for each store, region or topic | For example customer relations, store managers and regional managers | | Sender mailbox (optional) | A brand mailbox to send owner emails from | Only if the brand wants the emails to come from its own address | This module does not need sales, stock or CRM files. ## Platforms | Platform | What we manage | Notes | |---|---|---| | Google | Reviews on each store's Google Business Profile: collect, tag, route, draft, approve and post replies | The only supported review source | | Apple Maps | Not supported for reviews | Store details are managed in the store presence module | | Meta | Not supported for reviews | Store details and local inventory are managed in other modules | | Yandex | Not supported for reviews | Store details are managed in the store presence module | | Other review sites | Not supported | | ## Approvals and access - Every AI draft waits for a person to approve it. Nothing is posted automatically. - A draft is created only when a team member asks for one. - Access is role-based. The review responder role can read and answer reviews. It cannot edit store details or see ad results. - Each brand's data is isolated from other brands. - Replies are posted from the brand's own Google profiles. - Changes to routing rules go through the VenueX team. ## What is not supported - Review sources other than Google: not supported. This includes Apple Maps, Meta, Yandex and other review sites. - Automatic sending of replies: not supported. A person approves every reply. - A self-serve routing or workflow builder: not supported. The VenueX team sets up the routing rules. - Scheduled reports emailed to the brand: not supported. The data can be viewed in VenueX and exported. - Drafts that change on their own based on past replies: not supported. Drafts follow the tone guide and sample replies agreed at setup. - Buying or posting reviews: not offered. - Using reviewers as ad audiences: not offered. - A guaranteed reply time or reply rate: not offered. ## Pricing Pricing is set per customer, by the modules used and the number of stores. There is no setup fee. ## Definitions - **Reply rate:** the share of reviews that have a reply from the brand. - **Unanswered review:** a review that has no reply from the brand yet. - **Topic tag:** a label from AI classification that says what a review is about. - **Owner:** the person or team that receives alerts for a store, region or topic. - **Review responder:** a user role that can read and answer reviews only. ## Frequently asked questions ### Does the AI reply to reviews on its own? No. The AI prepares a draft only when a team member asks for one. A person approves every reply before it is posted to Google. ### Which review sites does VenueX cover? Google only. VenueX collects and answers reviews on each store's Google Business Profile. Reviews on Apple Maps, Meta, Yandex and other sites are not supported. ### Will the replies sound like our brand? Drafts follow the tone guide and sample replies that the brand agrees with VenueX at setup. The team can edit any draft, or ask for a new one, before approval. ### Can someone answer reviews without access to store details or ad spend? Yes. The review responder role can read and answer reviews. It cannot change store details or see ad results. ### What if a five-star review contains a complaint? Topic tags come from the review text, not the star rating. A complaint in a five-star review can still be tagged and reach its owner. ### Who gets an alert about a review? The owner set for that store, region or topic. The VenueX team sets up these rules with the brand, for example store managers for their own stores and customer relations for complaints. ### Can we report on reviews to store operations or management? Yes. VenueX shows reply rate, rating, unanswered reviews and topics by store and region, and the data can be exported. Scheduled email reports are not supported. ### Can alerts go to Microsoft Teams, Slack or our CRM? Owner alerts go by email, Microsoft Teams or Slack. Delivery into a CRM can be set up on request. ### Does VenueX buy reviews? No. Fake reviews break Google's rules and can put store profiles at risk. VenueX helps the brand answer real reviews. ### How do we start? With a store audit: a one-page check of the brand's store profiles and reviews that shows the biggest gaps. VenueX replies to requests within 1 business day. ## Related pages and actions - [Store presence](https://venuex.io/platform/store-presence): store details on Google, Apple Maps, Meta and Yandex. - [VenueX AI (Beta)](https://venuex.io/platform/venuex-ai): ask about locations and reviews in plain language. - [Platform overview](https://venuex.io/platform): how the modules work together. - [Security](https://venuex.io/security): how VenueX handles data and access. - [Success stories](https://venuex.io/success-stories): public results from VenueX clients. - See the live demo: [https://demo.venuex.io](https://demo.venuex.io) - Request a store audit: [https://venuex.io/contact#audit](https://venuex.io/contact#audit) - Plan a call: [https://venuex.io/contact#call](https://venuex.io/contact#call)