If you’re a Reputation user with the “Reviews” feature, how much are you using the OpenAI integrated feature to assist users with review responses? Are you finding the quality of the suggested output is useable at the moment - keeping in mind this is only the first release and will be optimised in time…
How are you using Reputation's AI Response Tool?
Our review volume isn’t anything I haven’t been able to keep up with, so I still tend to use my own responses, but love that this is an option! Especially for those reviews you’re not sure how you want to reply to.
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I have been using the Rep team to respond to our reviews, but I am usually not happy with the way they respond and would prefer to do it myself most of the time! Totally agree. Whether it’s AI or actually their team, the responses seem canned and impersonal.
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I love that they rolled out this feature, but unfortunately, I and my team respond to reviews in the Actions module, and the AI responses are not yet available there.
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Hey Tanya! Have you looked at the Macro response feature? It’s not available with the New Reviews Feed (BETA) yet, but for the main reviews feed, it is. You can create template responses for positive and negative reviews. The out of the box responses really weren’t good enough for our brand voice, tone and industry, so we create a large number of bespoke, theme-based templates which our local teams can pick from - and then customise/personalise.
How do you find the Actions module, Nolan? We don’t have this feature but it was one we had considered. Do you think it helps with workflow?
Adam, yes. I used them all the time before we upgraded our service package. The package came with a team that responds to all your reviews for you. It IS a time saver, but, again, the responses seem to lack any personality. It’s hard for a control freak to let others respond to our reviews, LOL. The responses are fine, just not warm and personal.
Hi Adam, yes, it definitely helps with my team’s workflow. We have 3 Community Managers responding, each one manages a different queue of Actions tickets based on geographic region. It lets them clearly know what items they need to focus on throughout the day. I’d say it’s more valuable the more people you have responding.
I share your feelings, Tanya! We have Reputation respond to all our positive reviews, while my team handles the negative. We also gave Reputation about 50 templates to use, and are working on updating them for a refresh, but I agree, no third party will ever respond as personally as an in-house team.
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Nolan, exactly! I feel like when a customer takes the time to leave you a review, they deserve a more customized response.
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I feel that sometimes, AI responses seem so cold. I’m sure there is a learning curve with AI and it could improve… but most of the time, the responses I see to reviews from AI, just fall flat and the user can tell it’s a bot. Not always the best look for the company, right?