Reviews and customer feedback are what customers say about a company without calling it: star ratings, written reviews, survey answers and comments. Most customers never contact a company at all. Instead, they review the product, rate the shop on Google or answer a short survey after a chat. Each of these tells the company what its customers think. This zone holds the software that collects all of it, replies to it and reads it.
There are three kinds of software here, one for each kind of feedback.
The first is reviews on the product page. Before you buy a new shampoo online, you probably scroll down to its reviews. Ratings and reviews software collects those reviews for the brand, checks them and removes the ones that break the rules. It can also show the same reviews on the websites of the retailers that sell the brand.
The second is reputation for businesses with many branches. For instance, after a bad visit to one clinic of a dental chain, a patient gives it one star on Google. The chain has 50 clinics, each with its own Google page. Online reputation management software gathers every review of every clinic into one place. The chain replies from there, and each clinic gets a score.
The third is feedback that the company collects and reads itself. A support chat ends with "rate us from 1 to 5", and many customers add a comment. Customer experience management (CXM) software runs these surveys. It also reads every ticket, review and call in bulk, and sorts them into what customers want and how they feel. Judging from the words whether a customer is pleased or angry is called sentiment analysis.
The biggest change here is reading instead of asking. A survey asks a few customers a few questions. Now a model can read everything customers have already said, and find the common themes without asking anyone. What people say about a brand on social media is covered separately, in social listening. The calls themselves are read by conversation intelligence.