Review operations software for multi-location teams
TrustMora unites review monitoring, brand-controlled AI drafting, rule-based automation, and operational customer intelligence into a single platform built for multi-unit operators.
Unified Review Inbox
Consolidate Google Business Profile reviews across every business location into a single, high-density operational inbox.
Multi-location continuous review aggregation
Filter by rating (1–5 stars), sentiment polarity, location, and reply status
Instant search across customer review text and reviewer name
Direct manual reply drafting with character counters and history
AI-Assisted Reply Drafting
Generate context-aware review responses that respect your brand tone guidelines, specific location details, and resolution protocols.
Tailored response options for positive, neutral, and critical feedback
Configurable brand voice rules (e.g. professional, warm, formal)
Specific handling instructions for negative experiences to prevent escalation
Full human-in-the-loop editing before anything is published
Reusable Reply Templates
Standardize approved corporate messaging across routine review scenarios with dynamic location and customer placeholders.
Variable placeholders for customer name, business location, and contact email
Template categorization by star rating and customer intent
Permission controls to allow or restrict local staff template edits
Fast insertion into manual and automated reply workflows
Rule-Based Automation Builder
Build deterministic policy rules that evaluate incoming reviews and execute routing, drafting, and notification actions automatically.
Conditions based on star ratings, sentiment, keywords, and specific locations
Automated template application or AI draft generation on review arrival
Automated email and webhook alerts for critical low-star feedback
Granular assignment to location managers or corporate support teams
Approval Workflows & Guardrails
Prevent brand-damaging mistakes with safety gates that require manager sign-off before sensitive or negative responses go live.
Mandatory review gates for 1–2 star responses and high-risk complaints
Role-based permissions (Owner, Admin, Manager, Staff)
Clear audit trails tracking who drafted, modified, and approved each response
Fail-closed defaults preventing unreviewed AI drafts from auto-publishing
Multi-Location Governance
Structure review operations cleanly across 5 to 500+ storefronts, clinics, or franchise territories without chaos.
Scoped location access restricting managers to their assigned units
Cross-location comparative benchmarking and rating metrics
Batch management of location operating hours, reply policies, and contacts
Centralized oversight for corporate franchise leadership
Customer Sentiment & Topics
Transform unstructured customer reviews into actionable operational feedback by clustering complaints and recurring praise.
Automated topic extraction (e.g. parking, staff friendliness, wait times, pricing)
Sentiment trend tracking across 30, 60, and 90-day review windows
Root-cause detection highlighting operational friction at specific units
Actionable recommendations linked directly to affected customer reviews
Reputation Analytics & KPIs
Measure and monitor core reputation health metrics with clear, uninflated operational numbers.
Average rating, total review volume, and net review velocity
Response rate percentage and median time-to-reply tracking
Breakdown of review distribution by rating tier and sentiment
Exportable CSV and PDF summary data for board or franchise meetings
Team Collaboration & Roles
Give regional operators and frontline managers the exact permissions they need without exposing sensitive settings.
Four distinct permission tiers: Owner, Admin, Location Manager, Staff
Internal review assignment and notes visible only to team members
Activity feed showing team reply timestamps and edits
Individual accountability per location and response
Review Generation Campaigns
Planned tools to invite verified recent customers to share honest feedback on Google, increasing review frequency.
Direct short-links and printable QR code assets for checkout or reception
SMS and email follow-up dispatch integrations (in development)
Strict adherence to Google review policies—no gating or artificial filtering
Conversion tracking from link visit to published Google review
Scheduled Executive Reports
Automated weekly and monthly reputation digests delivered directly to corporate stakeholders and franchise owners.
Automated email summaries with regional performance rankings
Spotlight on top customer complaints needing immediate operational focus
Team response compliance metrics against internal SLAs
Multi-format export options designed for operational leadership