Case Study · Property Management
From 31% to 100%
review response rate.
A property management company managing 200+ units across Newark was responding to roughly a third of their Google reviews — weeks late, off-brand, inconsistently written depending on who happened to get to it. Negative reviews were sitting unanswered for days. They hadn't logged into Apartments.com in months. The agent changed all of that without anyone on the team changing their routine.
Challenge
The company had three staff members handling operations, maintenance coordination, and tenant communications. Review management wasn't anyone's job — it was everyone's afterthought. Google reviews averaged a response rate of 31%, usually days after posting. Negative reviews occasionally went completely unanswered.
The owner knew it was a problem. A 4.1 star rating was suppressing their appearance in local search results and costing them prospective tenants who compared options before calling. But with three people running 200+ units, nobody had the bandwidth to own it consistently.
Solution
We built a review management agent that monitors Google, Apartments.com, and Zillow in real time. The moment a review lands, the agent drafts a response trained on the company's voice — direct, professional, acknowledging the specific detail the tenant mentioned. Positive reviews get an auto-posted response within the hour. Negative reviews get escalated to the owner with a drafted response ready to approve with one tap.
Weekly briefings summarize review volume, sentiment trend, and any recurring themes (maintenance response time, parking, noise complaints) so the owner can address systemic issues — not just respond to individual posts.
Results
Managing properties or a service business with reviews?
Review management is one of the fastest-payback agents we build. We can have it scoped in a single call.
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