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Customer reviews have become the new window for online commerce. Before buying, almost everyone looks at the reviews left by other consumers... and the responses of retailers.
An opinion is therefore not only feedback: it is a tool of public influence. Each answer given by an e-merchant is an opportunity to reassure, convince and build loyalty.
Let's see why it is essential to answer them, how to do it effectively... and above all let's discover more 54 response templates ready to use to adapt to any situation.
To ignore an opinion is to leave the conversation one-sided. To answer it is to show that we listens to its customers and that their opinion counts.
The statistics speak for themselves:
The benefits are numerous:
In short, a well-written response is not just an act of politeness: it's a strategic lever. If you want more information on this subject, here is a complete article.
Building trust : A customer who is listened to is more likely to buy and recommend your brand to those around them.
Attracting new buyers : Prospects often read the answers before making a decision. A professional response can make a difference.
Improve your SEO : Google values the activity around reviews. The more you answer, the more your card appears in the search results.
Differentiate your brand : Personalization creates a competitive advantage over competitors who ignore their customers.
Gather valuable insights : Reviews reveal the strengths and weaknesses of your offer, allowing for targeted improvements.
In short, a well-written response is not just an act of politeness: it's a strategic lever.
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A successful response is built according to this proven structure:
1. Greet and thank the customer in a personalized way
2. Retake a detail of his opinion to show that he has been read carefully
3. Give an explanation or a supplement If required
4. Conclude positively with an invitation to come back or a proposed solution
Respond quickly : Ideally within 24-48 hours. Responsiveness shows your commitment.
Personalize each response : Avoid generic answers. Each customer deserves special attention.
Remain professional : Even when faced with criticism, maintain a courteous and constructive tone.
Be authentic : Customers easily detect robotic responses.
Suggest a solution : Don't just make excuses, take concrete action.
And to go further, here is an article that explains the 10 mistakes not to make when you respond to your customer reviews.
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Objective : Transform a satisfied customer into a brand ambassador.
Strategy : Express your gratitude, highlight the strengths mentioned, and invite you to come back.
tone : Warm and grateful, without overdoing it.
Objective : Show that you take feedback into account in order to progress and win back the customer.
Strategy : Thank for the candor, recognize areas for improvement, propose solutions.
tone : Constructive and solution-oriented.
Objective : Keep your cool, recognize the problem and provide a solution.
Strategy : To apologize sincerely, to explain without justifying, to propose a commercial gesture or an improvement.
tone : Empathetic and responsible.
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“Hello [Customer name],
Thank you so much for this glowing feedback! We are thrilled that [specific product] exceeded your expectations. Your satisfaction with [detail mentioned] makes us particularly happy.
We look forward to seeing you soon on our site!
The [Company Name] Team”
“Hello [Customer name],
A big thank you for this great review! We are proud of our fast delivery service and it is great to see that it contributes to your satisfaction.
Your 5 stars motivate us to maintain this level of excellence!
Sincerely, [Company name]”
“Hello [Customer name],
Your opinion means a lot to us! [Counsellor name] will be delighted to hear that you have been very helpful. We are training our team to offer exactly this type of personalized support.
Thank you for trusting us and see you soon!
The [Company Name] Team”
“Hello [Customer name],
Thank you for this great recommendation! Knowing that you recommend our store to your loved ones fills us with pride. It is the greatest reward we can receive.
Thank you for being an ambassador for our brand!
Warmly, [Company name]”
“Hello [Customer name],
Thanks for this detailed feedback on the quality of [product]. Your satisfaction with [specific aspect] confirms our commitment to selecting the best products for our customers.
Can't wait to offer you other gems!
The [Company Name] Team”
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“Hello [Customer name],
Thanks for the great feedback! We are delighted that you enjoyed [positive aspect]. Regarding [small negative point mentioned], we take note of your suggestion to improve.
Your satisfaction remains our priority!
Sincerely, [Company name]”
“Hello [Customer name],
Thanks for this constructive feedback! We are happy that you are fully satisfied with the product. For delivery times, we are currently working with new carriers to reduce these times.
We hope to surprise you positively the next time you order!
The [Company Name] Team”
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“Hello [Customer name],
Thanks for the honest feedback. We understand that [product] did not fully meet your expectations regarding [aspect mentioned]. Your feedback helps us identify areas for improvement.
We would be happy to talk to you to better understand your needs. Do not hesitate to contact us!
Sincerely, [Company name]”
“Hello [Customer name],
Thanks for taking the time to rate us. We are hearing your feedback on [point for improvement] and are already working on these aspects to provide an even more satisfying experience.
Your next purchase will be an opportunity to show you our progress!
The [Company Name] Team”
“Hello [Customer name],
Thank you for this feedback. We understand your questions about the quality-price ratio of [product]. Our rates reflect [justification: quality of materials, customer service, etc.] but we are continuously studying our prices to remain competitive.
Do not hesitate to keep an eye out for our regular promotions!
Sincerely, [Company name]”
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“Hello [Customer name],
We are very sorry that [product] did not live up to your expectations. Your disappointment with [specific aspect] is legitimate and we take it very seriously.
We would like to offer you an exchange or a refund. Could you contact us at [email/phone] so we can find the best solution together?
Our renewed apologies, The [Company Name] Team”
“Hello [Customer name],
We apologize for the delay in delivery that ruined your experience. This is unacceptable on our part and we fully understand your frustration.
We immediately contacted our carrier to prevent this from happening again. In compensation, we offer you [commercial gesture].
Sincerely, [Company name]”
“Hello [Customer name],
We are deeply sorry for the welcome you have received. This behavior does not reflect our values and we take this feedback very seriously.
Additional training will be provided to our team. We would like to make up for this error: could you contact us again so that we can offer you an experience that meets your expectations?
Our sincere apologies, The Management of [Company Name]”
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“Hello [Customer name],
We are absolutely sorry for this [product] malfunction. This is an unacceptable situation and we understand your anger.
We immediately offer you:
Please contact us at [number] so that we can regularize this situation as soon as possible.
Apologies, [Company name]”
“Hello [Customer name],
We offer our sincerest apologies for this order error. Receiving [bad product] instead of [good product] is indeed inadmissible.
Immediate actions:
We are revising our procedures to avoid such mistakes.
Our renewed apologies, The [Company Name] Team”
“Hello [Customer name],
We are appalled by the treatment you have received. Our customer service has clearly failed in its mission and we take full responsibility for it.
Actions taken:
The customer service manager will contact you personally within 24 hours.
Our sincerest apologies, The Management of [Company Name]”
More model via this article.
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“Hello [Customer name],
Thanks for this feedback on your [garment]. We are delighted that you like the cut and the quality of the fabric! For the size guide, we are working to improve it with more accurate measurements.
Do not hesitate to check out our looks of the week on Instagram!
Stylistically yours, [Business Name]”
“Hello [Customer name],
Thanks for this detailed technical advice! We appreciate that you tested all the features of [product]. Your comments on [technical aspect] are valuable for our R&D teams.
Our technical hotline remains available for any questions!
The [Company Name] Team”
“Hello [Customer name],
Thank you for this gourmet return! We are proud that our [products] have delighted your taste buds. Our chef will be delighted to hear that you enjoyed his [specialty] recipe.
Bon appetit and see you soon for new discoveries!
The [Company Name] Team”
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“Good morning,
Thanks for the great note! We would love to hear more about what you enjoyed to keep up the momentum.
We are proud of your satisfaction!
The [Company Name] Team”
“Hello [Customer name],
Thank you for trusting us with this first purchase! We are delighted that your discovery of our universe is a positive one.
Welcome to the [Business Name] family!
Warmly, The Team [Company Name]”
“Hello [Customer name],
Another review that warms our hearts! Thank you for your loyalty since [duration]. Your constructive feedback helps us to progress and it is a pleasure to support you in your purchases.
Thanks for being such a valuable customer!
Everlasting recognition, [Company name]”
“Hello [Customer name],
What a joy to know that your gift hit the mark! We love to participate in the happy moments of our customers. Your recipient was very lucky!
Thank you for choosing us for these precious moments!
The [Company Name] Team”
“Hello [Customer name],
Your detailed opinion is a gold mine for our team! Thank you for taking the time to analyze every aspect of your experience. Your suggestions concerning [specific point] are particularly interesting.
Customers like you help us grow!
Infinite Gratitude, [Company Name]”
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“Hello [Customer name],
We sincerely regret that you were not satisfied with your experience. However, we would like to understand your feelings further as there seems to be a misunderstanding on [specific point].
Could you contact us in private so that we can discuss peacefully?
Sincerely, [Company name]”
“Hello [Customer name],
Thanks for your feedback. There seems to be confusion because your comment is about [other product/service]. We would love to help you resolve your situation.
Could you contact us to clarify together?
The [Company Name] Team”
“Good morning,
Thank you for this review. However, we are unable to identify your order in our systems. It is possible that there is a mistake.
Could you contact us with your order number?
Sincerely, [Company name]”
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“Hello [Customer name],
Thank you for this magnificent end of year gift: your rave review! It's the best way to end the year on a high note.
We wish you a wonderful holiday season and we look forward to seeing you again next year!
Happy Holidays, [Business Name]”
“Hello [Customer name],
Thanks for this review! We are delighted that our sales allowed you to get good deals. Your satisfaction with [product] at this price confirms that we made the right choices.
Watch for our next promotions!
The [Company Name] Team”
“Hello [Customer name],
Thanks for testing our brand new [range/product]! Your early adopters feedback is invaluable in refining our offer. We are proud that you are seduced by this innovation.
You are officially our trusted beta tester!
The innovation team at [Company name]”
“Hello [Customer name],
Thanks for this great review! If you feel like it, feel free to share your photos with [product] on social networks by tagging us. We love to see our products in your daily life!
See you soon on Instagram!
The [Company Name] Team”
“Hello [Customer name],
Your enthusiasm warms our hearts! To make sure you don't miss out on any of our news that you might like, have you thought about subscribing to our newsletter?
Thanks again for your trust!
The [Company Name] Team”
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“Hello [Customer name],
Thanks for the great feedback! Did you know that your loyalty is rewarded by our program [program name]? You earn points with every purchase!
Take advantage of all your customer benefits!
The [Company Name] Team”
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“Hello [Customer name],
Thank you for choosing our service over the competition! Your comparison on [specific aspect] motivates us to maintain this competitive advantage.
You did the right thing!
The [Company Name] Team”
“Hello [Customer name],
Thank you for this constructive comparative feedback. Your feedback on [aspect to be improved] compared to other players in the market is valuable. We are already working on these points!
Your customer expertise helps us to progress!
The [Company Name] Team”
“Hello [Customer name],
Thanks for this review and your question on [topic]. To answer precisely: [detailed answer]. Do not hesitate to contact us if you have any other questions!
Your satisfaction is our goal!
The [Company Name] Team”
“Hello [Customer name],
Thanks for your trust! For your search for [product], I recommend [custom suggestion]. Our team can also advise you by phone at [number].
At your service!
The [Company Name] Team”
“Hello [Customer name],
We are deeply moved by your message. Knowing that our [product/service] brought you so much happiness in this particular moment in your life means so much to us.
Thank you for sharing this emotion with us!
With all our kindness, [Company name]”
“Hello [Customer name],
Your passion is reflected in every line of your review! This communicative energy makes us even more eager to offer you products that match your enthusiasm.
Keep on vibrating with us!
The passionate team at [Company Name]”
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“Hello [Customer name],
Your professional expertise gives particular credibility in your opinion. Your technical comments on [specialized aspect] are particularly valuable for our teams.
Thank you for trusting us as a professional!
Respect and Recognition, [Company Name]”
“Hello [Customer name],
Thank you for this detailed review that honors your [domain] expertise! Your followers are lucky to have such qualified recommendations.
Looking forward to feeding your content!
The [Company Name] Team”
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“Hello [Customer name],
What a joy to know that the whole family enjoys [product]! From kids to grandparents, that's exactly the multi-generational spirit we want to create.
Thanks for bringing us into your home!
The big family [Company name]”
“Hello [Customer name],
Thank you for the trust your company has placed in us! Equipping your teams with our [products] is an honor. Your collective satisfaction motivates us to continue to deserve this professional trust.
Partners in your success!
The B2B team at [Company name]”
“Hello [Customer name],
Your photo is absolutely great! You staged our [product] in such a creative way that we would like to share it (with your permission) on our social networks!
You have the soul of a photographer!
The creative team at [Company name]”
“Hello [Customer name],
Your opinion made us smile! Your humor and creativity transform simple customer feedback into a moment of pleasure. We love this original way of sharing your satisfaction.
Thank you for this cheerful note!
The [Company Name] Team”
“Hello [Customer name],
Thanks for giving us a second chance! Knowing that we were able to correct our previous mistake and regain your trust fills us with pride. It is exactly this philosophy of continuous improvement that drives us.
Your return is our greatest victory!
The [Company Name] Team”
“Hello [Customer name],
What a pleasure to see you again after [duration]! We are delighted that our developments appeal to you again. Your perspective on our improvements as a former customer confirms to us that we are going in the right direction.
Welcome back among us!
The [Company Name] Team”
“Hello [Customer name],
Thank you so much for this wonderful review! We're experiencing that our international shipping worked perfectly for you. Your satisfaction from [pays] proves that quality has no borders!
Hope to serve you again soon!
The international team of [Company name]”
“Hello [Customer name],
Thanks for this review from [country]! We are proud to be able to bring you a little piece of France to your home. Your loyalty despite the distance means a lot to us.
France follows you everywhere!
The [Company Name] Team”
“Hello [Customer name],
Thanks for the enthusiastic recommendation! Your words are more effective than any advertising. Knowing that you are actively advising our brand honors and empowers us.
You are our best ambassador!
The [Company Name] Team”
“Hello [Customer name],
Thanks for trusting [person/source]'s recommendation! We hope to live up to this flattering presentation and to count you among our regular customers soon.
Word of mouth, our greatest reward!
The [Company Name] Team”
“Hello [Customer name],
Your opinion reveals real expertise! We are soon launching a co-creation program with our most involved customers. Would you be interested in participating in the development of our future collections?
Let's create the future together!
The innovation team at [Company name]”
“Hello [Customer name],
Your passion for our brand is felt in every line! We are organizing [special event] for our VIP customers soon. Your seat is reserved!
See you soon in person!
The [Company Name] Event Team”
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