Last June we got a two-star review on Capterra. The customer said onboarding took three weeks and their support ticket never got an answer. It was specific and it was fair. It also sat there for nine days before our head of support saw it, and only because a prospect screenshotted it and brought it up on a demo call.

Nine days is too long for a review like that to go without a reply. Buyers read your reply as closely as the review.

So I set up our G2 and Capterra pages to post into Slack. When a new review lands, a short message shows up with the star rating and the one line that matters. Here's how I did it.

Why the vendor emails aren't enough

G2 and Capterra both send notification emails. In practice they go to whoever set up the profile two years ago, or a shared marketing inbox, or they get filtered as promo. The person who should reply often never sees them.

Paid review-management tools solve this, but they cost real money. Most small teams need one thing: know when a review appears.

Step 1: use the review list URLs

I don't watch the main product page. It has rotating badges, ads and comparison widgets that change all the time. I watch the review list itself:

  • G2: g2.com/products/your-product/reviews, sorted by most recent
  • Capterra: the product's reviews page, sorted by newest
  • Bonus: your top competitor's G2 reviews page. Their one-star reviews are free sales notes.

Step 2: write the alert as a sentence

A plain "page changed" watcher fires every time the review count ticks or a helpful-vote number moves. What I tell the monitor instead:

Alert me when a new review appears. Include the star rating and the reviewer's main complaint or praise in one line. Ignore vote counts, badges and layout changes.

For the competitor page I narrow it: only reviews of three stars or lower, and only what they complained about.

Step 3: send it to one Slack channel

We have a #reviews channel with support, the founder and one sales person. A message looks like this:

New Capterra review, 2 stars: onboarding took three weeks, support ticket unanswered.

Whoever takes it replies "mine" in the thread. That one habit cut our reply time from about a week to under a day.

What I'd change if I started again

  • Check daily, not hourly. Reviews aren't incidents, and hourly checks burn quota for nothing.
  • Keep five-star reviews out of the same channel at first, or people stop reading. Ours go to #wins now.
  • Reply on the platform, not just in Slack. The alert only helps if someone answers the review.

What I use

I run this on AyeWatch because I can describe the change in a sentence instead of fiddling with CSS selectors, and it posts straight to Slack. There's a Free Preview to try it, and Pro is $9/month. Any page watcher that handles "new item in a list" plus Slack would do the same job.

The tool matters less than the result: the next bad review gets a reply the same day, before a prospect finds it for you.

Full write-up: https://evangelist67.medium.com/how-to-get-slack-alerts-when-a-new-g2-or-capterra-review-lands-a13a368f82e6