Customer engagement requires two-way conversation. Once you know what your customers are saying in online reviews, you must close the loop with a response. Customers want to know you’ve read their review, so responding with an original message – not a canned one – is best.
Make sure your team writes responses that address the customer’s specific experience. They can be brief and to the point, but should reference what the customer purchased, who served them and other specifics in their review.
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