Review replies in your voice, in a batch
Draft replies to this week's online reviews in one sitting, in your voice, then post each one yourself.
Time: 20 min first time, 10 min a week after
You need
- General chat assistant on a company account
- The Business Voice Kit (/library/18)
- Your review sites, where you post the replies by hand
Before you start
- Get your voice notes from the Business Voice Kit (/library/18) first. Without them, every reply sounds like the same stranger.
- Paste only what's already public in the review. Don't add the customer's job details, invoice or address.
- Health, legal and financial businesses: never confirm in a reply that someone was your patient or client. That goes for good reviews too.
- Never make up reviews, and never post replies without a person reading them first.
Steps
- {"do":"Collect this week's reviews from each site into one document: star rating, first name as shown, and the review text.","tip":"Number them so the drafts line up."}
- {"do":"Start a new chat and paste your voice notes from the Business Voice Kit."}
- {"do":"Paste the reviews and the prompt below."}
- {"do":"Read every draft. Rewrite any line that sounds like a brochure.","tip":"Read it out loud. If you wouldn't say it at the counter, change it."}
- {"do":"For any unhappy review, decide yourself what to offer before you use the draft.","tip":"The AI shouldn't promise refunds or visits. That's your call."}
- {"do":"Post each reply by hand on the review site."}
The prompt
Here are my voice notes: [PASTE VOICE NOTES FROM THE BUSINESS VOICE KIT]. Below are [NUMBER] customer reviews for [BUSINESS NAME]. Draft a reply to each one, numbered to match. Rules: 2 to 4 sentences. Use the reviewer's first name only if it appears in the review. Thank them for something specific they mentioned. For reviews of 3 stars or less, acknowledge the problem plainly, don't argue, don't blame the customer, and invite them to contact us at [PHONE OR EMAIL]. Do not offer refunds, discounts, free visits or any fix. I will decide that. Do not mention any detail about the customer that isn't in their review, [IF HEALTH/LEGAL/FINANCE: and never confirm they were a patient or client]. Don't use exclamation points or phrases like 'We value your feedback.' If a review is unclear or looks like it's about a different business, say so instead of replying. Reviews: [PASTE REVIEWS]
Check the result
- Nothing in a reply comes from outside the review: no job details, dates or names you didn't see there.
- No reply promises a refund, discount or visit you haven't decided on.
- Each reply sounds like you when read out loud.
- Regulated businesses: no reply confirms that someone was a patient or client.
Written, not yet tested.