Effective Review Management: Responding to TikTok Shop Feedback

Created by Kim Santos, Modified on Wed, 26 Mar at 6:26 PM by Kim Santos

Improve customer satisfaction and product reputation through effective review management

Key Objectives:

Increase customer satisfaction: Demonstrate that customer feedback is valued and addressed.
Enhance product reputation: Mitigate the impact of negative reviews and showcase commitment to customer service.
Drive product improvement: Gather insights for product enhancements based on customer feedback.
Optimize search engine ranking: Improve search engine visibility through review engagement.
Build trust and credibility: Foster trust and credibility in the brand by being transparent and responsive.

[Video link] - where can they go to learn more? YouTube? Video from Amazon Course?
Best to attach videos on here

Overview of Steps

For Positive Reviews (4 & 5 Stars):

Step 1 - Filter positive reviews in TikTok Seller Center.

Step 2 - Reply to reviews using "Reply Details."

Step 3 - Respond concisely (300 characters or less) using templates or custom messages.

For Critical & Neutral Reviews (1, 2, & 3 Stars):

Step 1 - Filter critical and neutral reviews.

Step 2 - Reply to reviews using "Reply Details."

Step 3 - Respond concisely (300 characters or less) using templates or custom messages.

Step 4 - Contact customer via shop chats to address concerns.

Compose Response:

Use Templates: Refer to the pre-written message templates in the TikTok shop review tracker sheet for guidance.
Customize Messages: Tailor the response to address the specific concerns raised in the review.
Maintain Professionalism: Use a polite and understanding tone in your response.
Maintain Conciseness: Keep the response within 300 characters or less.

For Critical & Neutral Reviews, here are additional steps:

Identify Order: If the review mentions an order ID, copy it and go to Manage Orders.

Search for Order: Paste the order ID into the search bar and locate the corresponding order.

Initiate Chat: Hover over the dropdown menu and select "Contact Customer".

Address Concerns: Use the shop chats page to send a message to the customer, addressing their specific issues and offering solutions or assistance.

Refer to Templates: Utilize the message templates for guidance on appropriate responses.

Explain how to check if the process is performed correctly and meets quality standards. This can include verification steps, checkpoints, or measurements.