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Responding to customer reviews can bring tremendous positive results for business, yet many fail to do it properly.

Your replies should be tailored for every individual to make them engaging and enhance the possibility of future sales.

Today, we will show you the secret recipe to respond to customer reviews like a sales pro.

Let’s start cooking!

Should You Respond to Every Customer Review?

Yes! You should reply to every customer review on your store. Regardless of positive or negative reviews, you should respond to everyone.

If you engage with only a few reviews and not the others, then it will discourage people from writing reviews in the future. They may even decide not to purchase from you again.

However, if you are not getting the expected amount of reviews on your store, you can read our guide on How To Get More Product Reviews for your E-Commerce Store

Replying to all reviews can sound like climbing Everest. But it’s a task that pays off like a winning lottery ticket.

How to Respond to Customer Reviews Professionally?

How to Respond to Customer Reviews Professionally?

General replies like “Thank you” or “We appreciate your feedback” are no good these days. When you reply with something like that, the customer understands that you did not even read the review.

It can make them turn their back on your store.

Hence, you need to know how to professionally respond to the reviews.

Here are the best ways to respond to customer reviews on your Shopify store:

1. Write personalized response
Write every reply in a personalized way to make the reviewer feel valued.

How can you do that?

Simply start with the name of the reviewer.

For instance, if Jack left a review on your store, you can start the reply by saying, “Hey Jack, we really appreciate your feedback.” Then, write other important things to address the review.

You will need not to put extra effort into managing reviews on your page. It will attract more customers to your store.

2. Acknowledge the review with thanks
Always acknowledge the review and say thanks to your customer. From such replies, the customer will know that you appreciate their reviews.

For instance, you can say something like, “Thank you so much for taking the time to share your valuable opinion with us.”

It will also encourage other buyers to leave reviews on your store.

3. Address specific feedback
How do you make the customer understand that you read their review and care about it?

The answer is to address specific feedback from the review.

If the customer mentions specific features that they like, then you should also mention them in your reviews.

For example, if the customer says he liked the stitching quality of the clothes, you can reply with, “We are delighted to know you enjoyed the stitching quality of our dresses.”

4. Solve any bad experience
If you get any bad reviews, never ignore them. Instead, try to solve the problem.

It will satisfy the customer and make them purchase from you again.

For instance, if the customer received a defective product, then offer a replacement and solve the issue.

We have a detailed guideline on Responding To Negative Reviews. You can read that article for more details.

5. Be courteous and maintain a professional tone
While responding to a review on your store, always maintain a professional tone. Always be courteous.

Store owner often replies bluntly that it sounds unprofessional. For example, even after a detailed review, if you reply, “Hey man, how did you like our product?” it will sound extremely unprofessional.

Instead, read the review well and reply with a professional tone.

6. Respond timely
Timing is crucial in replying to reviews. You should reply to reviews within a few hours. If that is not possible, then at least reply within a day.

However, do not reply too fast, like within a minute or so. It will make the customer think that you are using bots to reply to their reviews.

But also do not reply too late. If you reply after a month, it will show how careless you are about the reviews and will create a bad reputation for your brand’s image.

7. Encourage future engagement
Lastly, always try to encourage future engagement while replying.

What we mean is, at the end of your reply, try to write something like “We hope to have the pleasure of serving you again. If you have any further comments or suggestions, we'd love to hear them!”

It will encourage them to purchase from you again and leave reviews.

Examples and Templates for Professional Customer Engagement

We have provided the most important rules for replying to customer reviews.

But if you are still confused about how to craft your review following these tips, here are a few templates for professional customer engagement:

Template 1:

Dear [Customer Name],

Thank you so much for taking the time to share your positive experience with us. We are thrilled to hear that you enjoyed [specific product/feature]. Your satisfaction is our utmost priority, and your feedback serves as a motivation for our team. We look forward to serving you again soon.

Best regards,

[Your Store Name]

Template 2:

Hi [Customer Name],

We truly appreciate your feedback! It means a lot to us that you noticed and liked [specific features mentioned in the review]. Our team works hard to deliver the best, and we're delighted to know we hit the mark. If you ever have more suggestions or comments, feel free to share.

Thanks again,

[Your Store Name]

Template 3:

Dear [Customer Name],

We sincerely apologize for the inconvenience you faced with [specific issue mentioned]. Your feedback is invaluable to us. We'd like to make things right—please contact our customer service, and we'll arrange a replacement or find a solution that works for you.

Best Regards,

[Your Store Name]

Hacks to Respond Faster to Customer Reviews

Replying to reviews on time can be tough, especially when you get a lot of reviews on your store every day.

However, we can offer you a solution that can release your headache.

You can use an AI-powered review management app to reply in a timely manner.

As you know already, today’s AI is much more advanced and can write extremely good replies or anything else.

But which app has the feature to automatically reply to customer reviews following all the golden rules we mentioned above?

The answer is ReviewXpo!

It is an AI-powered review management app for Shopify that can reply to all reviews quickly and professionally.

ReviewXpo is available for free to download at the Shopify app store.

After you install the app, go to settings and enable the AI-generated auto-reply feature so that you do not have to worry about replying anymore.

Find the full guide on how to activate the feature here: How To Use AI-Generated Auto Reply To Reviews On Your Store?

Automate Your Customer Interractions

Last Word

Responding to customer reviews is not just like ticking off items on a to-do list. Rather it demonstrates a genuine commitment to customer satisfaction.

Tailor your replies for each customer review to engage at a personal level and to let people know you care for them. 

Ues ReviewXpo to streamline some of the tasks so you can focus on growing a loyal customer base. 

Let us know if you have any questions below and our chatbox is always open!

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