Do you get overwhelmed replying to your reviews? Do you wish there was an easier way to manage them so that other important tasks don’t slip through the cracks? If you answered ‘yes’ to either of these questions, you’re not alone.
That’s why we’re thrilled to launch AI Reply Assistant. This brand-new tool helps you respond to reviews 3x faster (and makes your day that little bit easier!)
In this blog post, we’ll take an in-depth look at how AI Reply Assistant works, its benefits for your business, and how to get started.
Table of Contents
- What is AI Reply Assistant?
- How AI Reply Assistant works
- The benefits of using AI Reply Assistant
- Best practices for using AI Reply Assistant
- FAQs
What is AI Reply Assistant?
AI Reply Assistant uses artificial intelligence (AI) to generate unique, instant replies to your reviews. All you need to do is click a button, and the AI will take care of the rest.
How AI Reply Assistant works
So how does it work? First, the AI analyses the review and identifies key points and sentiment. It then generates a reply based on this analysis. Because AI writes the replies, they’re always unique – no more copy-and-pasting generic responses!
An example of AI Reply Assistant in action
Let’s say you received the following, fairly in-depth review:
"I am thrilled with the exceptional service provided by your dealership, where I recently purchased my fourth car, a CX5. From the initial purchase to subsequent servicing over the years, the service has been consistently outstanding. I highly recommend this dealership. The staff, particularly when addressing queries about new features on my purchases, have been excellent and readily available for support over the phone. Service requests are always handled promptly, and the costs are very reasonable. It's evident that the management has instilled a culture of high customer service standards throughout the staff".
Here’s an example of how AI Reply Assistant might respond:
"Thank you so much for taking the time to share your positive experience with us! We're thrilled to hear that you've had such a fantastic experience at our dealership, from purchasing your CX5 to the subsequent servicing. Providing exceptional service is our top priority, and it's wonderful to know that our staff have been excellent in addressing your queries and providing support whenever needed. We truly appreciate your recommendation and are delighted to have earned your trust and loyalty. Rest assured, we remain committed to upholding our high standards of customer service and look forward to serving you for many years to come. If you have any further questions or need assistance, please don't hesitate to reach out".
With this response, AI Reply Assistant:
- Picked up that the sentiment of the review was negative
- Replied in a way that is unique to this review
- Referenced specific points the review made that
- Did all of this in just a couple of seconds!
What about negative reviews?
AI Reply Assistant takes care of those two. Here’s another review example:
“I would recommend steering clear of this establishment for car repairs, as they tend to be costly and, in my personal experience, lacking in competence. I've encountered issues three times with the work they've performed on my Mazda 2. On one occasion, this led to my car breaking down in the town centre due to brake issues stemming from their work. Most recently, when I brought the car in for starter motor trouble two weeks ago, they failed to diagnose and fix the issue, resulting in a nearly £600 expense”.
And how AI Reply Assistant could respond:
“Thank you for taking the time to share your experience with us. We value all customer feedback and take it very seriously. At Mazda, we strive to provide the best service and customer experience, and it appears that we have not met your expectations in this instance. We’ll be sure to share your feedback with the whole of our team. We are sorry for any inconvenience caused and appreciate you bringing this to our attention”.
As you can see, AI Reply Assistant generates the same consistently high-quality responses, no matter what kind of review it replies to.
The benefits of using AI Reply Assistant
Keeping up with reviews can be a daunting task, especially if you don’t have the resources to hire an employee dedicated to responding. This is where AI Reply Assistant comes in. With this tool, you can reply instantly to reviews and enjoy a host of benefits. Let’s take a look at a few:
Save time
Rather than having to sit and type out a response, AI Reply Assistant gives you an instant reply that sounds as if it were written by a human. This saves you tons of time as you aren’t starting from a blank page and having to come up with something new for every response.
As a result, replying to your reviews takes minutes, not hours, freeing up more of your work week for other tasks and goals. That’s a win-win in our book.
Improve customer satisfaction
People appreciate being listened to, and reviews are a great way for customers to share their opinions. If your reviews get a proper response from you, it not only shows that you value their feedback, but research has also shown that it can boost customer satisfaction ratings over time.
AI Reply Assistant makes this a simple process by automatically responding to reviews with a personalised message that’s unique to that review. Combining automation and a human touch is the perfect way to make sure each customer feels heard and that you take their feedback seriously.
Boost your online visibility
Responding to online reviews helps you appear more prominently in Google search results. This means more eyes on your reviews and awareness of your brand. Today, most customer journeys start online, and so being one of the first results people see can have a huge impact on your business.
Build your reputation
By making it easy to reply to every review, AI Reply Assistant helps you stand out from the crowd and make a great first impression of your company. Why? A huge 75% of businesses don’t respond to negative reviews (even though more than half of people expect a reply within one week!) (2)(3)
When you reply to reviews manually, it can be hard to do so on a consistent basis. But using AI Reply Assistant makes it easy to keep up with every review and reply to each one in a timely manner. This not only improves your relationship with your existing customers, but also shows anyone who finds you online that you truly care about what your customers have to say.
Best practices for using AI Reply Assistant
Using AI Reply Assistant to respond to reviews helps save time and streamline your review management process. However, to get the best results there are a few things to keep in mind.
While AI is smart, it’s not always perfect! For that reason, you should always read through your review reply before hitting send and check the following:
- Is it accurate? Take a look at each point mentioned in the review and check that the reply corresponds appropriately to each.
- Does it align with your company’s tone and voice? You want to make sure that the AI is representing your business in the way that you want it to.
- Lastly, don’t be afraid to add a personalised touch! If there is anything else that you want to add – such as a thank you or any extra information – go ahead and include it.
If you do need to make some changes, edits couldn’t be simpler. Alter the review in the text box, just as you would if you’d written it yourself.
Following these simple best practices will help you make the most out of AI Reply Assistant and get the most impactful, efficient replies to your reviews.
FAQs
Q: Can’t I use ChatGPT to reply to my reviews?
A: Technically, you could. But here’s why AI Reply Assistant is better:
- ChatGPT can sometimes generate responses that do not adhere to best practices, meaning more time spent rewriting or even starting over from scratch. AI Reply Assistant is trained to reply to hotel reviews using best practices on how to respond to customer feedback
- ChatGPT can also give inaccurate responses, as it doesn’t have specific information about your dealership. For example, if a review mentions that the room was too hot, ChatGPT might suggest turning in air conditioning that doesn’t exist. With AI Reply Assistant, you can avoid using standard ‘template’ answers, and instead get personalised responses that perfectly fit each review.
- Due to a high amount of traffic, ChatGPT is frequently at capacity. Who wants to find you can’t get in when you only have five minutes to spare?
Q: Shouldn’t I be in control of how my company replies to reviews?
A: You absolutely should. That’s why you have the chance to read and edit every response before you hit “send”, keeping that all-important human touch and making sure your brand voice is heard loud and clear.
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