You can now respond directly to your customers from the Feedback Management interface. This feature enables your teams to handle collected feedback and engage in constructive dialogue with your customers.
By responding in a targeted way to feedback, you can better understand the causes of dissatisfaction, address sensitive situations, and strengthen customer loyalty through personalized interactions.
Why respond to feedback?
Consumers place greater trust in brands that take the time to respond to their reviews and feedback, especially when they are negative.
Negative feedback enhances the credibility of positive feedback and shows that you are transparent in how reviews are managed.
When an issue is addressed, 95% of dissatisfied customers are willing to make another purchase.
Responding publicly demonstrates that you listen to your customers and are committed to improving the customer experience. It also reassures users who view your feedback and see your responsiveness.
Using AI for automated responses
This feature allows you to process and respond to customer feedback (Verified Reviews, Feedback, and Google Reviews), gain a global view of customer sentiment, and provide personalized responses thanks to our embedded AI model. It highlights customer feedback, humanizes your brand, and encourages others to share their own experience.
Automatically generate a response: the AI generates response suggestions.
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Edit the AI-generated response before publishing.
Regenerate the AI-generated response multiple times.
- AI-assisted responses allow you to reply to feedback without a comment, encouraging the consumer to provide additional information.
- The AI prompt is based solely on the verbatim (attributes are not used to generate the response). It is not possible to customize the AI prompt to adapt responses to the brand’s tone or editorial guidelines.
- AI-assisted responses do not allow bulk replies to feedback. For now, the AI adapts to a single piece of feedback and its context.
Unified Response features
Available content types :
Verified Reviews (product and brand)
Feedback
Google Reviews.
Centralized UGC management: all items requiring action are grouped into a single inbox, sorted from oldest to most recent. Each UGC type is identifiable by its logo.
Two statuses are available:
- To process: UGC that require action. Reply, Publish, Report, or Archive for Verified Reviews. Reply or Archive for Feedback and Google Reviews.
- Done: UGC for which one of the actions listed above has been taken move to the “Done” status.
Filter: allows you to sort feedback according to various criteria, such as location, period (predefined or custom), or content/review type.
Available actions by UGC type
Available actions for Verified Reviews
- Reply: reply only (the review will be published automatically later, once other queued reviews have been published)
- Publish: send the review to the publication queue without replying
- Reply & Report: reply and report a review to the Skeepers moderation team
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Reply, Publish, and Hide messages: reply and publish the review without displaying the response to the consumer
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Archive: move the review to "Done" without taking any action.
Available actions for Feedback and Google Reviews
Reply to feedback and Google reviews
Archive: move the review to "Done" without taking any action.
- After a period of seven days, and without any action on your part, the review will be published automatically. During this period, and depending on the content type, you can reply to the review, publish it, or report it.
- A green bar confirms that the review has been published automatically. However, the review or feedback remains visible in the “To process” section. Depending on the content type, you can still reply to it, report it, or decide to archive it.
Notification and response
The consumer receives an email notification when you reply to their review or feedback.
The consumer can reply directly via this notification email.
You can also receive a notification if an action plan has been defined.
Best practices for responding to feedback
- Thank the author for submitting a review
- Personalize your responses as much as possible
- Focus first on the comments, not the rating
- Do not blame the customer personally
- Make your mea culpa (even if the issue lies with your service provider)
- Be as concrete as possible
- Reply as quickly as possible
- Keep it short
- Offer a solution
FAQ
Brand reviews, product reviews, Google reviews, and feedback.
No, these content types can only be replied to directly from the platform.
Yes, it can be enabled at the account level and used as needed.
Not yet; attributes are currently displayed in alphabetical order. Customization is planned for future releases.
It is displayed in the inbox from oldest to most recent.