review-responder

name	review-responder
description	Generate professional, brand-consistent responses to customer reviews across platforms
allowed-tools	["Read","Write","Grep"]
effort	low

When to activate

• Responding to customer reviews on Shopify, Google, Amazon, or Trustpilot
• Crafting apology responses for negative reviews
• Thanking positive reviewers with brand voice
• Identifying recurring issues from review patterns
• Escalating serious complaints to support team

When NOT to use

• For proactive customer outreach
• For social media comment responses
• For formal complaint letter handling

Instructions

1. Classify review sentiment. Positive (4-5 stars), Neutral (3 stars), Negative (1-2 stars).
2. Extract key themes. Identify specific product mentions, shipping issues, or quality complaints.
3. Draft response using brand voice. Positive: thank + reinforce value. Neutral: acknowledge + improve suggestion. Negative: empathize + resolve + follow-up.
4. Personalize each response. Reference specific product, order detail, or customer comment — avoid templates.
5. Include resolution for negatives. Offer replacement, refund, or direct contact channel for escalation.
6. Flag patterns. If same issue appears in >5 reviews in 30 days, escalate to product/ops team.
7. Track response metrics. Response time, resolution rate, and review score improvement post-response.

Example

Review: ★★☆☆☆ "Arrived damaged, very disappointed"

Response: "Hi [Name], we're so sorry your [Product] arrived damaged — that's not the experience we want for you. We've already initiated a replacement shipment (tracking: XXX) and reached out to our shipping partner to investigate. If you'd prefer a refund instead, just reply here and we'll process it immediately."