Reply to Customer Feedback (1st-party Reviews)

RocketReviews makes it easy to reply to customer feedback.

• Respond to feedback from a Customer Profile via Customer Activity
• Reply using links in a Customer Feedback Email Notification

You can also choose to respond to feedback:

• Publicly (response is displayed in Review Widget)
• Privately

Respond via Customer Activity

To respond to customer feedback via Customer Activity complete the following steps.

1. Log in to your RocketReviews account.
2. If you have multiple locations, select the location you would like to reply to 1st-party reviews for from the Business Dashboard.
3. In Customer Activity, click Manage and select Respond for the entry you wish to reply to.

4. You are now in the Customer Profile and can choose to Publicly Respond or Privately Respond to the selected content.

Reply via Customer Feedback Email Notification

Easily reply to customer feedback from the Customer Feedback Email Notification. Click Respond Privately or Respond Publicly to be directed to the customer’s profile and complete your reply.

SEE ALSO: Receive Email Notifications Settings

Reply Publicly to 1st-party Reviews

Reply publicly to customer feedback to display your response below the 1st-party review in the Review Widget.

To reply publicly to customer feedback complete the following steps:

1. Click Publicly Respond in Customer Profile or from a Customer Feedback Email Notification.
2. Title your message (optional), type a reply in the Message area, and check the box for Respond as business owner if desired. If you do not check this box, the reply will show from you (the logged in User). Click Send Message.

3. The customer will receive an email notification that you have publicly responded to their feedback.

4. Your reply is added to the Customer Profile under Replies and displays a business location icon. Customer replies are also listed and identified with a person icon.

Reply Privately to Customer Feedback

You may reply privately to customer feedback using RocketReviews. Private responses do not show in the Review Widget.

To reply privately to a 1st-party review complete the following steps:

1. Click Privately Respond in Customer Profile or from a Customer Feedback Email Notification.
2. Type a reply in the Message box and check the box for Respond as business owner if desired. If you do not check this box, the reply will show from you (the logged in User). Click Send Message.

3. The customer will receive an email notification that you have privately responded to their feedback.

4. Your reply is added to the Customer Profile under Replies and displays a business location icon. Customer replies are also listed and identified with a person icon.