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Moderating Comments and Reviews

Moderating Comments

Comments with complaints.

  1. Hide the comment
  2. Direct the user to the /contact-us page using a statement like “We’d be happy to look into this situation for you. Please reach out to us at “clientdomain.com/contact-us”

Positive Comments:

  1. Like the comment
  2. Respond with a statement (below)

That’s great to hear! ๐Ÿ’ช
Thanks for sharing! ๐Ÿ˜
We think so too! ๐Ÿ‘

Comments with Questions:

  1. Product related? Send a link to the client’s appropriate service page.
    @nameย here is a link to one of our pages that should answer your question. If you still need answers, send us a contact form and we’ll get in touch! {include link}
  2. Questions with easily accessible information (hours, services, etc). Provide answer in short, polite tone.
    Example:ย @nameย we are open until 5pm on Saturdays

    1. For questions that only the client would know, direct the person to the client’s contact form.
      @name that is a great question. The best way for us to help is to send us a message at “clientdomain.com/contact-us”. We look forward to hearing from you.

Moderating Reviews

Comments with complaints.

  1. Hide the comment
  2. Direct the user to the /contact-us page using a statement like “We’d be happy to look into this situation for you. Please reach out to us at “clientdomain.com/contact-us”

Positive Reviews (More than 4 stars):

Thanks for sharing your review, [name]! ๐Ÿ˜

We appreciate you taking the time to share your feedback, [name]. ๐Ÿ™

We are thrilled that you had a great experience, [name]! ๐Ÿ‘

Or a similarly appropriate response

Reviews Less Than 4 Stars:

[Name], we are sorry to hear that we didn’t completely exceed your expectations. We would love to learn how we might be able to earn your 5 star review next time. Would you be willing to reach out to us at [contact us page].

[Name], its important to us that we correct this issue, please contact us at [contact us page] with your situation and we’ll get it resolved. Our mission is to provide a better experience than the one you described, and we will work hard to make things right.

[Name], we are sorry to hear about your experience! We are normally known for our exceptional customer service and attention to detail, and it appears that we missed the mark on this one. Would you reach out to us at [contact us page] and we’ll gladly get this resolved for you, and earn back your business.

 

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