Read the review first
Notice the specific experience the customer describes. For praise, acknowledge what mattered to them. For a concern, recognize the issue and avoid assumptions about facts you cannot verify. Keep personal customer information out of public replies.
Make the draft your own
Use a tone that matches your business. An AI draft can help with phrasing and language, but a member of your team should check that it is accurate and appropriate. Remove promises you cannot keep and details that do not belong to this interaction.
Turn a reply into follow-up
When more context is needed, invite the customer to contact your team privately. Assign the concern to someone who can help and review recurring service issues. The goal is a useful conversation and a better experience, rather than a generic response.
Ready to put the next step into practice?