Review and respond to customer feedback
Use Reputation Management to triage comments and reviews while keeping replies human-approved.
Follow the workflow
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1
Open Reputation Management
Select the connected source and filter for items that need a response.
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2
Read the full context
Review the rating, comment or review text, source, date, customer context, and any previous reply.
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3
Draft a response
Write or generate a helpful response that addresses the specific feedback. Avoid inventing order details or promises.
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4
Escalate sensitive cases
Move legal, safety, discrimination, payment, or personal-data issues into the organization’s approved support process.
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5
Approve and publish
A responsible team member should review the final reply before it is posted to the external platform.
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6
Track completion
Confirm the reply status and revisit failed or unresolved items.
Important notes
Do not include private customer, order, medical, or financial details in a public reply.