A large retail chain struggled to respond to an overwhelming volume of daily customer reviews. The brand recognized the value of direct customer engagement, but the team responsible could not manage the increased volume of reviews post-COVID in a timely and professional manner. The business needed a solution that could automate responses to basic reviews and free up valuable resources to address more complex customer complaints and suggestions.

Working with the client, the LocalClarity Client Success team set up several Intelligent Auto Response campaigns to automatically respond to all customer reviews with just a star rating and no comments. Multiple reply templates, pre-approved and including variables to ensure uniqueness, were developed in Portuguese. This platform randomly rotated through the templates and variables to make certain that each response appeared as if it were individually composed and delivered.

The campaigns were further customized by including the standard business operating hours so that late-night and weekend review responses would be delivered the next business morning.

LocalClarity's Intelligent Auto Response tool enabled the retail chain to save over 40% of the time and resources previously required to manage their customer reviews. By automatically responding to over 500 "rating-only" reviews daily, the customer service team could focus their efforts on addressing complex reviews that required a personal touch. Additionally, the business observed an increase in overall customer satisfaction and engagement.

LocalClarity's Intelligent Auto Response tool was seamlessly integrated into the brand’s existing review management workflows with a customized approach, enabling them to easily manage their review responses and streamline their customer service efforts.

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