SmartMoving’s Online Reputation Management (ORM) tool includes powerful automations and AI-driven features that help you manage reviews more efficiently, respond faster, and gain deeper insight into customer sentiment, without increasing manual work.
Review Inbox Automation
New reviews that enter SmartMoving are automatically marked as Unprocessed. This allows your team to quickly identify which reviews still require attention and ensures nothing slips through the cracks.
Once a review has been addressed, it can be marked as Processed manually or automatically through configured rules.
AI-Powered Reply Assistance
SmartMoving includes built-in AI tools to help generate thoughtful, professional responses to customer reviews.
When replying to a review, you can:
Generate an AI-suggested response based on the review content
Edit or personalize the response before sending
Use AI responses alongside templates or manual replies
This feature is especially helpful when responding to sensitive or detailed feedback.
AI Review Summaries and Insights
ORM uses AI to analyze review data and generate summaries that highlight:
Overall customer sentiment
Recurring feedback themes
Potential areas for improvement
These summaries are updated regularly and provide a high-level view of how customers perceive your service over time.
Automated Customer Support Ticket Creation
To ensure negative feedback is addressed promptly, SmartMoving can automatically create customer support tickets based on review criteria.
When enabled:
Low-star reviews trigger ticket creation
Tickets are linked to the associated job or customer
Support teams are notified and can take immediate action
This helps turn negative experiences into service recovery opportunities.
Automated Review Follow-Ups
ORM can trigger automated actions based on review activity, such as:
Sending follow-up emails after internal reviews
Encouraging customers to leave public reviews
Marking reviews as processed after replies are sent
These automations reduce manual effort while keeping customer communication timely and consistent.
Best Practices for Using Automations and AI
Always review AI-generated responses before sending
Use automation to handle volume, not personalization
Combine AI tools with reply templates for consistency
Regularly review AI summaries to spot trends early