Day 52: A real support funnel, and a playbook for replies that actually move revenue.

Today didn't go the way the roadmap said it would. Worth saying plainly: the plan was a full QA pass across all 45 pages. Instead, two things came up that felt more important to fix first, and QA moved to tomorrow. Here's what shipped instead.

Support and Contact were the same dead end

Both links in the footer — "Support" and "Contact" — went to the same mailto:support@ominvo.com link. Same destination, two names, no real difference. Worse, there was no actual path for someone who couldn't find their answer in the FAQ or Help Center other than emailing and waiting.

That's fixed now. Click Support and you land on the FAQ page. If your question isn't answered there, a "Need more help?" prompt takes you to the Help Center. If you're still stuck after that, a second "Need more help?" prompt leads to a real support form — name, email, business name, a box to describe what's going on, and an optional field to link a screenshot or video. Submit it, and it lands directly in our inbox.

Contact stays a plain mailto link, the way it should for the kind of low-volume outreach (press, partnerships) that doesn't need a structured form. Support is now an actual path that ends somewhere useful, not a guess.

The Review Reply Playbook

The bigger thing today: a 3,000-word playbook on writing review replies that protect or grow revenue, not just sound nice.

The core argument is simple. A review reply isn't customer service — it's read by the next ten people deciding whether to call you or call someone else. 97% of customers read reviews before visiting a local business. 63% of one-to-three-star reviews never get a reply from the owner. That silence is louder than the original complaint.

The playbook breaks every good reply into three moves — acknowledge, address, invite forward — and then walks through what that looks like at every star rating, from a three-sentence five-star thank-you to the highest-stakes one-star reply you'll ever write.

The part that took the most work: a bad-reply-versus-better-reply pair for every industry Ominvo serves — salons, restaurants, gyms, dental offices, med spas, auto services, home services. Not generic advice. A salon's stakes are about the next booking. A dental office's stakes are HIPAA-careful replies that never confirm a treatment happened. A med spa is the highest-stakes category on the page, because the decision being reviewed is the client's face, body, and money all at once. Each section earns its own examples instead of reusing the same template with the industry name swapped in.

There's an honest line in there too: the playbook shows what a finished reply looks like, after an owner has filled in their own specifics — staff names, menu items, the details Ominvo's AI doesn't know on its own. The AI gets you from blank page to the right structure in under a minute. The specifics that make a reply land are still yours to add.

If you want the short version: it's at the end of the playbook. If you want the long version, the whole thing is there to read.

What's next

QA is now tomorrow's job — the full pass across all 45 pages, every auth flow, every Settings card, the testimonials moderation loop, and the PWA install behavior across platforms that didn't get checked today. Nothing here is being skipped. It's a day later than planned, and that's worth saying instead of pretending the roadmap didn't move.