How to Respond to Customer Reviews
Responding to customer reviews is a key part of maintaining your business’s reputation and building trust with your customers. Thoughtful, professional replies show that you value feedback and are committed to excellent service.
This article explains how to access and respond to customer reviews in Nabooki, with tips on best practices for engaging with different types of feedback. It also covers how to view merchant responses, edit replies and track feedback history.
How You Can Respond to Customer Reviews
There are three ways to respond to customer reviews:
#1 CRM Reviews Section
1️⃣ Using the left navigation menu, go to CRM > Reviews.
2️⃣ Locate the review you want to reply to.
3️⃣ Click the ••• button next to the review.
4️⃣ Select Respond to write your reply.
#2 Calendar Booking Ticket
1️⃣ Go to Schedule > Calendar from the left menu.
2️⃣ Open the booking ticket by searching via name, mobile number, or booking ID, or by clicking on the schedule.
3️⃣ Click the Review tab within the booking ticket.
4️⃣ Select Respond to reply to the review.
#3 Email Notification
1️⃣ You can also respond directly from your business email inbox if you receive a notification about the review.
2️⃣ Your response will be posted immediately once sent.
3️⃣ The reviewer will be notified of your reply unless you choose to:
Do not publish this response — your reply won’t appear publicly on the reviews widget.
Do not notify the customer — your reply is published but the customer receives no notification.
Viewing Your Responses and Customer Feedback on the Booking Ticket
1️⃣ Navigate to Schedule > Calendar.
2️⃣ Find and open the relevant booking ticket.
3️⃣ Within the booking ticket, go to the Reviews tab.
4️⃣ Here, you can see both the customer’s original review and any response you or your team have posted.
Editing Your Responses
1️⃣ To update a response, go to the CRM > Reviews section or the Reviews tab within a booking ticket.
2️⃣ Find the response you want to edit.
3️⃣ Click the Edit option.
4️⃣ Make your changes and save the updated response.
You can edit your replies at any time to correct or clarify your message.
How to Resend a Feedback Email
Sometimes customers may not receive their feedback survey email. This can happen because:
-
They have already submitted feedback for the same service previously, as the system is designed to send only one feedback request per service.
-
Your service requires customer check-in, and if the customer wasn’t checked in by the time the feedback email was scheduled, the system assumes they did not attend and does not send the email.
The customer's email client prevented the email being delivered.
If you need to resend the feedback email, follow these steps:
1️⃣ Go to Schedule > Calendar.
2️⃣ Search for or select the relevant booking ticket.
3️⃣ Click the Resend feedback button to manually send the feedback survey email again.
Using the History Tab to Track Reviews and Responses
The History tab on the booking ticket provides a detailed log of all interactions related to customer reviews and your responses.
- When the customer’s initial review was submitted
- Any updates the customer made to their review
- When your initial response to the review was posted
- Any updates or edits you made to your response
This comprehensive timeline helps you:
- Review the full feedback and response history in one place
- Confirm that notifications related to reviews and responses have been sent to customers
- Maintain clear records for customer service and quality control purposes
History Tab Messages
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.
Troubleshooting & FAQs
Yes, when replying to a review you can choose to not publish your response publicly or to publish without notifying the customer.
Yes, responses can be edited at any time via the Reviews section or booking ticket.
Customers only get one feedback request per service. If they’ve already submitted feedback or weren’t checked in (if check-in is required), the feedback email won’t be sent automatically.
You can resend a feedback email by opening the booking ticket in Schedule > Calendar and clicking Resend feedback.
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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