Mobal leverages AI to help businesses manage and respond to customer reviews efficiently. With AI-generated responses, you can save time and ensure consistent, high-quality replies to customer feedback. This section will guide you on how to use Mobal’s AI features for bulk replying while maintaining a personalized touch.
Using AI-Generated Responses in Mobal
Pre-Configured Templates: Mobal provides a set of pre-configured response templates for different types of reviews (positive, neutral, negative). These templates can be customized to align with the brand voice of the specific store or brand.
AI Customization: The AI generates responses based on specific keywords and phrases in the reviews.
Personalized AI-Generated Responses
Dynamic Insertions: Use dynamic fields to insert customer names, specific product mentions, or store locations into responses automatically. For example, a template might include “Hi [Customer Name],” which the AI will fill in based on the review details.
Contextual Details: If a customer mentions the freshness of produce, the AI can include a response that addresses this directly.
Bulk Replying to Reviews
Batch Processing: Mobal allows you to reply to multiple reviews at once, saving significant time while ensuring each response is tailored.
Customization within Batches: Within a batch of similar reviews, you can tweak each response slightly to add a personal touch. The AI-generated template provides a base, and you can make small adjustments for personalization.
Response Templates and Examples
Positive Reviews
Template: “Hi [Customer Name], thank you so much for your kind words! We’re thrilled to hear that you enjoyed [specific aspect mentioned]. We look forward to welcoming you back to [Store Name] soon!”
Example: “Hi Jane, thank you so much for your kind words! We’re thrilled to hear that you enjoyed our fresh produce selection. We look forward to welcoming you back to FreshMart soon!”
Neutral Reviews
Template: “Hi [Customer Name], thank you for your feedback. We’re glad you liked [positive aspect]. We’ve noted your comments about [area of improvement]. We’re always looking to improve and hope to provide an even better experience on your next visit.”
Example: “Hi Mark, thank you for your feedback. We’re glad you liked our clean store environment. We’ve noted your comments about the checkout wait time. We’re always looking to improve and hope to provide an even better experience on your next visit.”
Negative Reviews
Template: “Hi [Customer Name], we’re sorry to hear about your experience at [Store Name]. Customer satisfaction is our top priority, and we’d like to make things right. Please contact us at [contact information] so we can discuss further and resolve the issue.”
Example: “Hi Sarah, we’re sorry to hear about your experience at FreshMart. Customer satisfaction is our top priority, and we’d like to make things right. Please contact us at [email protected] so we can discuss further and resolve the issue.”
Handling Specific Scenarios in the Review Section
Compliments on Staff: Highlight the compliment to boost staff morale. “Hi [Customer Name], thank you for your wonderful feedback about our staff! We’re proud of our team and will pass along your kind words to [staff member’s name or role].”
Product Complaints: Address the issue directly and offer a solution. “Hi [Customer Name], we’re sorry you were unhappy with [product]. We strive for quality and would like to make it right. Please visit our store for a refund or replacement.”
Service Issues: Apologize and provide a clear path to resolution. “Hi [Customer Name], we apologize for the inconvenience you experienced with our service. Please reach out to us at [contact information] so we can address your concerns.”