A service is completed and someone intends to follow up. The reminder sits in a personal calendar, the customer details are elsewhere, and the next busy day pushes the task aside. Automated review generation workflows and customer follow-up put that step back into the process rather than leaving it to memory.
CTB Digital Marketing Co., Ltd. can help you plan a customer follow-up workflow, including what starts it, which message is appropriate, and when it should stop.
Talk to CTB about your follow-up process
Scope and inclusions
What the workflow covers. A defined purpose for each contact, whether a service check-in, a review request or a promotion; the information, channel and permissions involved; a reliable trigger and stopping rules for a reply, opt-out, cancelled service or team handover; agreed request wording; and reporting limited to the events the tools can actually record.
Out of scope. We do not manufacture reviews or use a satisfaction filter to decide who reaches a public review page. We do not label a message delivered, read or converted unless the data supports it. Review acquisition in depth is covered by the standalone review strategy service.
Decide why you are contacting the customer
A service check-in, a review request, and a promotional message have different purposes. Plan them separately rather than placing every customer into the same sequence.
Identify the information needed, the channel involved, and the permissions or preferences that affect contact. A completed transaction does not answer every question about whether and how you may contact the customer afterwards.
Include the handling of replies, exceptions, and requests to stop in the scope.
Decide when follow-up starts and stops
A useful trigger is an event the system can identify reliably. Define what the workflow does when the source record is wrong or incomplete, so it does not send a message at the wrong moment.
The workflow also needs stopping rules for a customer response, an opt-out, a cancelled service, or a team member taking over. If reminders are proposed, agree their purpose and limit. Test those paths alongside the successful delivery case.
Review requests should invite genuine feedback
The customer writes the review. The workflow's job is to make an appropriate request and provide a useful route to respond.
Do not manufacture reviews or use a satisfaction filter to decide who may reach a public review page. A separate customer-support conversation should help resolve an issue, not hide an unhappy customer's opportunity to give feedback. Google's review policy prohibits fake engagement and selectively soliciting positive reviews. The review strategy service covers white-hat review acquisition in more detail.
Decide which responses need a person
A draft response can help a team member work through routine feedback. A complaint about an incident may require information the system does not have.
Set review rules that account for that difference and give the person taking over the context they need. A message arriving through a connected channel is not, by itself, a reason to respond automatically.
Report the events the tools can record
Track the workflow events available from the relevant tools, such as a request being queued or a delivery attempt. Do not label a message delivered, read or converted unless the data supports that state. In prototype agent systems like our open-source cymbal-agentic-suite, lifecycle stages and follow-up attempts are logged as discrete system states rather than assumed conversions.
An observed new review is not automatically attributable to a particular request. Agree what can be measured and make those limits clear.
Where we work
CTB works with businesses in Bangkok, Samut Prakan, Phuket and Pattaya City. The workflow is planned around your customer relationship and the channels you already use. Full operating details are on the /services/ hub.
Frequently asked questions
Can we use LINE, email or SMS?
Assess the intended channel, the account access you can provide, and the provider's capabilities for the project. Choose a channel that suits the customer relationship and the operating requirements, rather than defaulting to whichever one is easiest to connect.
Will this improve rankings?
No ranking outcome is promised. A follow-up workflow makes an appropriate request at the right moment and records what the tools can see. Whether more reviews appear, and where the profile ranks, depends on customers and on Google, not on the workflow.
Can our team review messages first?
Yes, review can be built into the design. Agree which messages require it and who handles the queue, so routine messages move promptly while anything sensitive waits for a person before it is sent. The design can also route replies and opt-out requests straight to a person rather than a template.
Can you guarantee more reviews?
No. We can make the request appropriate, well-timed and easy to act on, and keep it within Google's policy. Whether a customer writes a review is their choice, and we report requests and observed reviews separately rather than claiming one caused the other.
Start with the follow-up that keeps being missed
Talk to CTB about your customer workflow. Bring the current message and the event that should start it, and we can work through the next steps.