How to respond to customer reviews
Reviews from your customers can provide valuable feedback for your business and your online reputation can be strengthened by responding to these reviews.
A simple reply to a customer review, can help you engage and build customer trust. This will enable you to express gratitude for their feedback and to acknowledge any issues that require further discussion.
There are 3 ways that you can respond to customer reviews:
1️⃣ CRM > Reviews
Using the left navigation menu, go to CRM > Reviews > click the '•••' button > Respond.
2️⃣ Calendar
Using the left navigation menu, go to Schedule > Calendar > to open the booking ticket, you can either search by name, mobile or booking ID or click to schedule to view details > Review tab > Respond.
3️⃣ E-mail notification
You can view and respond to feedback left by the customer within your business email inbox.
Please note, your response will be posted immediately and reviewers will get a notification when you reply to their review. You can choose not to notify the customer or not publish your response.
Do not publish this response - if selected, your response will not display on the reviews widget.
Do not notify the customer - if selected, your response can be published without notifying the customer.
Ability to see both merchant response and customer feedback on booking ticket
It is important for any business to be able to see both customer feedback and merchant response in order to improve their service. With the ability to see both sides, businesses can better understand how their customers are feeling and make necessary adjustments as needed to improve their service and increase customer satisfaction.
Using the left navigation menu, go to CRM > Reviews > press the '•••' button > View Review. Alternatively, go to Schedule > Calendar > to open the booking ticket, you can either search by name, mobile or booking ID or click to schedule to view details > Review tab.
Using the left navigation menu, go to CRM > Reviews > press the '•••' button > View Review. Alternatively, go to Schedule > Calendar > to open the booking ticket, you can either search by name, mobile or booking ID or click to schedule to view details > Review tab.
Ability to edit merchant’s response
For corrections, you will be able to edit initial responses on the 'Edit' section located on the booking ticket.
How to resend feedback email
Customers occasionally report that they did not receive their survey feedback email. This may be because they have already left a feedback for the same service in the past. It is intended that the customer will receive only one feedback request per service.
It may also be because your service is set up to "require check-in" and at the time the feedback email was scheduled to be sent, the customer has not been checked in. The system will assume that the customer did not attend and will not send the feedback.
In any of these circumstances, you can resend the feedback email by selecting Schedule > Calendar > search/click on the booking ticket > Resend feedback.
It may also be because your service is set up to "require check-in" and at the time the feedback email was scheduled to be sent, the customer has not been checked in. The system will assume that the customer did not attend and will not send the feedback.
In any of these circumstances, you can resend the feedback email by selecting Schedule > Calendar > search/click on the booking ticket > Resend feedback.
History tab
Any changes made will be visible under the History tab.
- Response to customer feedback submitted - initial response to review is submitted.
- Response to customer feedback updated - response to review has changed/updated.
- Customer feedback received - initial review is received.
- Customer feedback updated - review has changed/updated.
Need Help?
If you need assistance, contact our support team:
💬 Live Chat: Click the chat icon in the bottom-right corner of the screen.
📧 Email: support@nabooki.com
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