How Fidkeep works: From customer review to team decision

One review describes a moment. Reviews that keep saying the same thing describe how your business actually runs. Fidkeep makes those repeats visible and gives your team a clear path from reading them to acting on them. The workflow has five steps, and each one builds on the last.

Connect your locations

Setup is a single step. Sign in with your Google Business Profile account and choose the locations you want in Fidkeep. The process is the same for one café and for a pharmacy chain with dozens of branches.

Fidkeep is built as one workspace for Google, Yandex Maps and Tripadvisor reviews¹. Today, connection and reply publishing run through Google Business Profile, with Yandex Maps and Tripadvisor support arriving in upcoming releases. Once you're connected, new reviews arrive on a regular schedule. Nobody has to jump between profiles and tabs.

Start the day on one screen

The daily view brings reviews from every location into a single stream. Each one shows its rating, location and reply status. Filters take you straight to one location, low ratings or reviews still waiting for an answer.

The point is not to analyze every review. It is to know where attention belongs today. For a restaurant group, that means seeing complaints from last night's dinner service first thing in the morning, not at the end of the week. Reviews waiting for a reply stand out here too, so responses don't slip.

Read recurring themes in the report

The monthly smart report groups reviews by topic, sentiment and category for each location, and shows how they trend over time. Every report includes:

• Sentiment and trend by location
• The most frequent topics
• Performance by category
• The real reviews behind every insight

That last point is what makes the report usable. It doesn't just hand you a conclusion; it shows the reviews that produced it. When a hotel's report says room cleanliness is rising, the team reads it in guests' own words. The discussion starts from shared facts, not impressions.

Reply in your brand voice

Fidkeep drafts an on-brand reply to each review, in the language the reviewer wrote in. Brand voice is set per location, so a dental clinic and an aesthetic clinic in the same group don't have to sound alike.

A draft is a starting point. Your team edits, approves and publishes it to Google. For specific locations, you can turn on rule-based auto-publishing. You decide how much automation each location gets. On higher plans, you can add team members per location, so every branch manager owns their own reviews.

Choose the decision, then watch the result

A report is a decision point. When a theme keeps repeating, pick one concrete action: a training session, a new shift plan, a change to the service process or a visit to one location.

Then watch the reviews that follow. Does the theme drop down the report, or hold its place? Reviews trail the change, so reading the effect usually takes until the next report.

Your customers already tell you what to improve. Fidkeep makes sure that voice is heard every day, read every month and used in every decision.