UitbreidenOS When to activate
- Responding to customer reviews on Shopify, Google, Amazon, or Trustpilot
- Crafting apology responses for negative reviews
- Thanking positive reviewers with brand voice
- Identifying recurring issues from review patterns
- Escalating serious complaints to support team
When NOT to use
- For proactive customer outreach
- For social media comment responses
- For formal complaint letter handling
Instructions
- Classify review sentiment. Positive (4-5 stars), Neutral (3 stars), Negative (1-2 stars).
- Extract key themes. Identify specific product mentions, shipping issues, or quality complaints.
- Draft response using brand voice. Positive: thank + reinforce value. Neutral: acknowledge + improve suggestion. Negative: empathize + resolve + follow-up.
- Personalize each response. Reference specific product, order detail, or customer comment — avoid templates.
- Include resolution for negatives. Offer replacement, refund, or direct contact channel for escalation.
- Flag patterns. If same issue appears in >5 reviews in 30 days, escalate to product/ops team.
- Track response metrics. Response time, resolution rate, and review score improvement post-response.
Example
Review: ★★☆☆☆ "Arrived damaged, very disappointed"
Response: "Hi [Name], we're so sorry your [Product] arrived damaged — that's not the experience we want for you. We've already initiated a replacement shipment (tracking: XXX) and reached out to our shipping partner to investigate. If you'd prefer a refund instead, just reply here and we'll process it immediately."