Allow me to introduce Zainab Hussain, a seasoned e-commerce strategist with a deep background in customer engagement and operations management. With years of experience helping businesses navigate the complexities of digital marketing, Zainab brings a unique perspective on how technology can transform customer relationships. Today, we’re diving into her insights on the recent launch of Canvas® Score by Roya.com, a cutting-edge marketing automation platform. Our conversation explores how this tool addresses the evolving needs of local businesses, from enhancing online visibility with AI-driven solutions to turning satisfied customers into powerful advocates through referrals. Join us as we unpack the innovative features and real-world impact of this platform.
Can you share what sparked the idea behind Canvas® Score and the specific gaps in digital marketing it aims to fill?
The inspiration for Canvas® Score came from observing how local businesses often struggle with managing their online presence and customer feedback. Many lack the time or tools to effectively gather reviews or turn happy customers into advocates. We noticed a gap in accessible, automated solutions that could handle these challenges without requiring a huge investment in resources. The platform was designed to tackle issues like inconsistent review collection and the inability to leverage positive sentiment for growth. It’s about giving businesses a way to build trust and credibility in a digital-first world.
How does Canvas® Score set itself apart from other marketing automation tools available today?
What makes Canvas® Score unique is its focus on the complete customer feedback loop— from generating reviews to responding with personalized, AI-driven replies, and even turning satisfied customers into referral sources. Unlike many tools that focus on just one aspect, like review management, we’ve created an all-in-one solution tailored for local businesses. It’s particularly strong in boosting online visibility through integrations like the live Review Widget, which keeps a business’s website updated with fresh feedback. This holistic approach ensures businesses don’t just react to feedback but actively use it to grow.
Why do you believe referrals hold more weight than reviews alone in shaping a business’s reputation?
Referrals are a direct reflection of trust and personal endorsement, which carry far more emotional impact than a standalone review. A review might tell someone a business is good, but a referral from a friend or family member feels like a guarantee. It’s word-of-mouth in the digital age. Referrals also have a ripple effect—when a customer actively promotes a business, it often leads to higher-quality leads who are more likely to convert. That’s why we’ve prioritized referral campaign tracking in Canvas® Score to help businesses capitalize on this powerful form of marketing.
Could you walk us through how Canvas® Score makes it easier for businesses to gather more Google reviews?
Absolutely. Canvas® Score automates the process of requesting reviews through SMS and email, which takes the burden off business owners who might otherwise forget or lack the time to ask. After a customer interaction, the platform sends out tailored requests at the right moment to maximize response rates. We’ve focused on making these messages customizable within the account settings, so they align with the business’s voice. The goal is to make the process seamless for both the business and the customer, ensuring more feedback gets captured without feeling like a chore.
The AI-driven review responses sound fascinating. How does the technology ensure these replies feel genuine and tailored?
Our AI is built to analyze the tone and sentiment of each review before crafting a response. For instance, if a review is glowing, the reply will reflect enthusiasm and gratitude; if it’s critical, the tone shifts to empathy and problem-solving. We’ve trained the system to avoid generic, templated language by pulling in context from the review itself. This personalization ensures the response feels like it came from a real person who took the time to read and care about the feedback. It’s all about maintaining authenticity while saving businesses hours of manual effort.
Referral marketing is a key feature of Canvas® Score. Can you explain how the platform supports businesses in running these campaigns?
Canvas® Score provides real-time tracking for referral campaigns, which means businesses can see exactly who’s referring new customers and how those leads are converting. The platform offers tools to set up and manage these campaigns with ease, including automated outreach to encourage customers to spread the word. Early users have reported significant upticks in customer acquisition because the system identifies and rewards promoters effectively. It’s a game-changer for businesses that want to grow organically through their existing customer base without needing a separate tool or strategy.
How does Canvas® Score integrate with a business’s existing systems, and what advantages does this bring?
We’ve designed Canvas® Score to connect seamlessly with a business’s CRM and other operational tools. This integration ensures that customer data flows smoothly between systems, eliminating manual data entry and reducing errors. It also enables automated, rule-based outreach—like sending review requests or referral prompts based on specific customer actions. The advantage here is efficiency; businesses can manage everything from one dashboard without juggling multiple platforms. It saves time and ensures consistency in how they engage with customers.
What’s your forecast for the future of marketing automation, especially for local businesses?
I think marketing automation will become even more critical for local businesses as competition in the digital space intensifies. We’ll see a greater reliance on AI to not just automate tasks but to predict customer behavior and personalize interactions at scale. Tools like Canvas® Score are just the beginning—expect platforms to evolve with deeper analytics, more intuitive integrations, and even stronger focus on community-building through referrals and authentic engagement. For local businesses, the future is about leveraging these technologies to stay agile and connected with their customers in ways that feel personal, despite the automation behind the scenes.
