Features · Reputation & Feedback

Online Reputation Management

Resolve complaints privately. Amplify positive experiences publicly. Improve your ratings systematically — without chasing reviews manually.

Your reputation is shaped by two distinct channels — public signals you monitor, and private channels you control. Round Infinity connects both into one closed loop.

Every completed interaction — a closed ticket, a delivered order, a finished service visit — triggers an automatic feedback request via WhatsApp or email. Positive responses are routed to Google Reviews to build your public rating. Negative responses are captured internally, assigned to an agent, and resolved before they ever become a public complaint. Once resolved, a smart follow-up asks the customer to reconsider their rating.

Public channels like Google Reviews and social media are monitored for mentions and sentiment. Internal feedback from WhatsApp, email, and your website is analyzed for themes, NPS, and CSAT trends — giving operations and CX teams the root-cause intelligence they need to fix what keeps driving poor ratings in the first place.

Get Started
Interaction
Completes
Ticket · Delivery
Service · Payment
Feedback
Request Sent
WhatsApp · Email
Auto-triggered
Rating
Captured
1–5 score
+ comments
AI Routes
Response
⭐4–5 → Google
⭐1–3 → Internal
Ratings
Improve
Reviews up
Issues resolved
Public Channels — Reputation Signals
Google Reviews — monitored for new ratings, sentiment tracked, reply workflows triggered
Social Media (Twitter/X) — mentions and complaints surfaced for triage and response
These channels tell you what the world sees. You listen and respond — you don't control the input.
Private Channels — Control & Improvement
WhatsApp — post-service feedback requests, complaint resolution, smart review follow-ups
Email — structured surveys, NPS/CSAT campaigns, case resolution confirmation
Website / App — embedded feedback widgets, in-session ratings, contact form sentiment
These channels are your control layer — you initiate, you resolve, you convert negatives before they go public.
Post-Service Feedback Triggers
Feedback requests fire automatically when a ticket closes, a delivery completes, a service visit ends, or a payment is collected. No manual chasing. The right question goes to the right customer at the right moment via WhatsApp or email.
AI-Powered Review Generation
When a customer rates 4 or 5 stars, they instantly receive a direct link to leave a Google review. Happy customers are converted into public advocates at the peak of their positive experience — automatically, at scale.
Negative Feedback Interception
When a customer rates 1–3 stars, the complaint is captured internally — not on Google. A case is auto-created, assigned to an agent, and the customer is contacted via WhatsApp or email. Issues are resolved before they become public reviews.
Smart Resolution Follow-Ups
After a complaint is resolved, an automated follow-up message is sent: "Glad we resolved your issue — would you like to update your review?" This single step is where star ratings actually improve over time.
NPS, CSAT & Structured Surveys
Deploy Net Promoter Score, CSAT, and custom surveys across WhatsApp, email, and your website. Capture rating, comment, and issue category in one flow. Results feed dashboards and AI analysis — not just a spreadsheet.
AI Sentiment & Theme Analysis
Open-text feedback is analyzed automatically for sentiment, recurring themes, and root causes. Operations teams see which issues — slow response, wrong product, billing errors — are generating the most dissatisfaction, ranked by volume and impact.
Social & Review Monitoring
Google Reviews and social mentions are monitored continuously. New negative reviews trigger an internal alert and a response workflow. New positive reviews are acknowledged. Your team always knows what's being said publicly — and responds before it compounds.
Reputation Dashboards & Trends
A single dashboard shows your average rating, NPS trend, CSAT by channel, review volume, and resolution rate. Drill into any metric by time period, location, service type, or agent — and see exactly what's moving your reputation up or down.
Closed-Loop Feedback Reporting
Track every feedback item from capture to resolution. See what percentage of complaints were resolved before going public, how many detractors were converted to promoters, and what measurable impact the feedback loop is having on your public rating over time.