Which one do you use and when and what's the customer experience like?
There are different cases when you wan to use a public reply vs a private reply.
In general, it's good practice to acknowledge a public review with a brief response, even if the discussion is continued privately. This shows other users that you are engaged and responsive to feedback. Ultimately, the choice between a public or direct reply depends on the nature of the review and the desired outcome for both the business and the reviewer.
When to use a Public Reply:
- Addressing general concerns: Public replies are useful when you want to address a concern or comment that may be relevant to other users or potential customers. By responding publicly, you demonstrate your commitment to customer satisfaction and showcase your responsiveness.
- Building brand reputation: Public replies allow you to showcase your brand's values, professionalism, and dedication to resolving issues. A well-crafted public response can leave a positive impression on other users who may be observing the interaction.
- Transparency and accountability: Public replies demonstrate transparency by showing that you are willing to address feedback openly. By addressing concerns publicly, you reassure customers that you take their feedback seriously and are actively working to resolve any issues.
When to use a Direct Reply
- Personal or sensitive matters: If a review contains personal or sensitive information, it's best to address it privately through a direct reply.
- Follow-up communication: Sometimes, an issue raised in a review may require further discussion a more direct line of communication to resolve the matter efficiently without involving other users.
- Delicate or complex situations: a direct reply can ensure clear communication between the business and the reviewer without the limitations of a public platform.
Customer Experience
| Customer Email | Thread | Revise a Review |
Review Update Report! |
|
|
Direct Message |
Shows response from Business |
Private communication between customers and business |
Yes | Yes |
|
Public Reply |
Says the business replied publicly |
Replies from businesses and customer are shown publicly for others to see |
No | No |
! The review update report let's you measure the success rate your customer service team has on ratings and reviews
The Customer gets the following email in either case.
Revise A Review
- Problem
- No easy way to direct the customer whom you resolved their issue, to find their original survey email or review on the ResellerRatings site
- Solution
- Click “Ask to Revise” in the case of the review you wish to get updated
The customer receives an email asking to update their review with a link taking them right to their review. This input is measured and reported internally.
