Case study Three industries · One problem · Three tools

Happy customers
do not write reviews.

Angry ones do. That asymmetry is why a business with a thousand delighted customers has forty reviews and three of them are one star. We have built three versions of the fix now, for a clinic group, a restaurant and an agency, and the pattern is the same every time.

reviews Three deployments
Healthcare · hospitality · professional services
A review flow
Picking a location
Questions asked
3 to 5
3
industries, one pattern
0
words the customer has to invent
Taps
not typing, on a phone
Their
own words, every time
Manan Mehta with the AI Crew team in the Mumbai office
From our office
Not a lab. A working agency.

Every tool here was built for a real client with a real deadline, by the people in this room.

The AI Crew team at work
Who you work with
Manan Mehta and the crew
arrow_forward
01 · The situation

The asking is the hard part. Not the writing.

Every business we have built one of these for said the same thing in the first meeting. They know their customers are happy. They know reviews matter. And nobody on the team wants to stand there and ask, because asking feels like begging and half the time the customer says yes and then forgets.

sentiment_dissatisfied
Only the angry are motivated

A bad experience writes itself. A good one needs a prompt, and usually a reason.

keyboard
A blank box is a wall

"Tell us about your experience" on a phone keyboard is where good intentions go to die.

record_voice_over
Staff will not ask twice

If the ask is awkward, it happens once, on a quiet day, and never again.

The rule all three share

We never write the review. The customer answers a few tap-only questions, and their own answers become the draft. What comes out is recognisably theirs, which is the only version worth posting and the only version that survives a platform's own filters.

02 · Three deployments

Same problem. Three different rooms.

A clinic, a restaurant and an agency all need a review. What differs is who is standing there, how long they have, and what the review is for.

Clinic review flow
Healthcare, New York
Two brands, three locations

The client picks which brand they visited and which location, because a group with three sites needs the review to land on the right listing. Then a few prompts about the visit, and a polished review ready to paste.

Restaurant review booster
Hospitality, Mumbai
Three taps at the table

A guest has about ninety seconds while the bill is settled. Three tap-only questions about the visit, their words become the draft, and they land on the Google review page with it ready.

Agency testimonial flow
Professional services
Five questions, on video

A written line is not enough for a services business, so this one records. Five short questions, one at a time, redo any answer as often as you like, and nothing saves until you tap looks good.

account_treeHow the review engine works

A few taps in. The customer's own review out.

We never write the review. The customer answers a few questions and their answers become the draft.

Comes in
linkA link, at the right momentAt the table, after a visit
touch_appTap-only questionsThree to five, one per screen
videocamOr a short videoThe agency version
reviews

The review engine

Built three times: clinic, restaurant, agency.

  • check_circleOne question on screen at a time
  • check_circleBrand and location picked first
  • check_circleNothing saves until they say so
Goes out
Google review, readyThe right page opens
location_onThe right location's listingFor multi-site groups
movieVideo testimonialRecorded with consent
Staff
send01Send the link

At the moment the customer is happiest, not a week later.

Customer
storefront02Pick brand and location

So a group with three sites gets the review on the right listing.

Customer
touch_app03Tap through the questions

Three to five, one per screen. Taps before typing, always.

Engine
edit_note04Their words become the draft

Recognisably theirs, the only version worth posting.

Customer
05Land on the review page

The draft is copied and the right page opens.

Agency
videocam06Or record it on video

Five short questions, redo any answer, consent is explicit.

Built withGoogle reviewstouch_appTap-only questionsstorefrontBrand and location pickervideocamVideo recordingverified_userExplicit consent
03 · What we learned building three

The rules that made all three of them work.

One question on screen at a time

A form with five fields reads as work. The same five questions, one per screen, reads as a conversation and gets finished.

Completion
Taps before typing, always

Give people the shape of an answer to choose from. The typing, if any, comes after they are already committed.

Friction
Nothing is saved until they say so

Redo any answer as many times as you like. People give a better answer when they know the first one is not binding.

Trust
Land them where they can actually post

The draft is copied and the right review page opens. A review the customer has to go and find is a review that does not happen.

The last mile
Consent is explicit, and the terms are plain

Especially with video. Nothing is live and nothing is public until the person says it can be, and they can redo any answer before that.

Non-negotiable
Case studies · built by the crew

More case studies. All live.

All case studies
04 · What changed

Asking stopped being somebody's job.

Before
  • closeA team member asking awkwardly, when they remembered
  • closeA blank text box on a phone keyboard
  • closeReviews landing on the wrong location's listing
  • closeNo way to collect a video testimonial at all
After
  • checkA link anyone can send, at the right moment
  • checkTap-only questions that turn into their own words
  • checkBrand and location picked before anything is written
  • checkVideo testimonials recorded from a link, with consent