Reputation - Finding Direct Shopper Replies

Here's how to find out when shoppers directly reply back to your reviews

One of the most valuable ways to build trust and loyalty is through direct interactions, especially when customers respond to your outreach.   We've added a few new filters and columns in REPUTATION MANAGEMENT to help find shoppers who have heightened engagement.

How Shopper Replies Empowers Your Team

Imagine this scenario: your reputation team reaches out to a customer who left a review detailing an issue with a product. They inform the customer that the issue has been resolved and kindly ask if they would consider updating their review. When the customer responds, you want your team to spot this reply immediately, so they can follow up with any further assistance or to confirm the positive outcome.

The Update consists of two new additions

• Shopper reply column and

• Shopper Reply Filtering

The new Shopper Reply Column

Shopper Replies is a dedicated column within Reputation Management that tracks when customers respond directly to your outreach. Unlike general comments, which include internal team discussions and notes, Shopper Replies is focused specifically on direct shopper responses. This distinction gives you a clear view of how shoppers are engaging in real-time, whether they’re following up on your resolution suggestions, asking additional questions, or confirming updates.

1.Enhanced Customer Understanding: Shopper Replies allow you to isolate and understand customer responses, giving you clearer insights into how well your responses are received and whether they address the customer’s core issues.

2.Improved Follow-Up Efficiency: When a customer responds, it often signals an ongoing issue or a desire for further clarification. Shopper Replies lets your team quickly locate these responses and prioritize them, ensuring no customer is left waiting.

3.Boosted Reputation Metrics: By tracking shopper responses, you can measure the effectiveness of your customer service and reputation management efforts. Understanding which responses lead to positive interactions or revised reviews provides actionable data to improve your strategies.

Key Features of Shopper Replies

Here’s what you can expect from Shopper Replies:

•Dedicated Shopper Replies Column: The Shopper Replies column captures all direct customer replies in one place, making it easy for your team to spot ongoing conversations and quickly address follow-ups.

•Precise Filtering Options: We’ve added a precise filter to streamline your search for reviews with specific types of responses. For instance, you can now find reviews with public replies from your team, separate from Shopper Replies, enabling you to customize your view according to your needs.