Moderate your reviews
Moderating reviews allows you to publish all of your reviews while rejecting inappropriate or irrelevant reviews. Follow these 3 steps to properly moderate your reviews.
- Automatic approval
Set up automatic approval so that all 4-and 5-star reviews are automatically approved and published, while other reviews go to a pending status. You can also change your settings so that reviews with images or profanity need to be manually reviewed before being published.
- Go through pending reviews weekly
Every week, publish or reject your Pending reviews. Make sure to only reject reviews if they are fake, offensive, or contain private information. Do not reject negative reviews simply because they are negative; keep in mind that customers rely on negative reviews so they know they can trust your brand.
- Publish reviews fairly
Publish your reviews chronologically. If there is any material connection between the reviewer and your brand, such as a reviewer receiving a free product in exchange for a review, clearly indicate this connection in the review.
Learn more about moderating reviews.
Add custom review questions to your review collection form
Use custom questions to ask each reviewer more detailed questions about the product and about themselves. Add both types of custom review questions to your review collection form.
- Product questions
Ask customers what they liked about the product, poll them about the fit of the product, ask what they use the product for, etc. Identify the key information about each product you want your reviews to highlight, and ask product questions about this information.
- Profile questions
Ask questions about key customer information that would be useful for you or other reviewers. For example, a skincare brand may ask "What's your skin type?" so that other customers know what people with different skin types think about each product, and so that the brand can use this information to create targeted segments.
- Set custom questions to only show up for certain products
If your custom questions are specific to certain products, update each question's settings so it only show up when it is relevant. For instance, if your brand sells skincare and haircare, only ask about skin type when customers review skincare products.
Learn more about custom review questions.
Create a customer service ticket when you receive a negative review
Even receiving a negative review can be an opportunity to right what was wrong and convert an unhappy customer into a loyal shopper. Follow these steps to automatically create customer service tickets in response to negative reviews.
- Create a negative review flow
This flow should be triggered by the Submitted review metric. Add the trigger filter review_rating is at most 3 so that only negative (3 stars or less) reviews will trigger this flow.
- Add an internal alert action to your flow
Drag an internal alert action into your flow and set it to send to your customer service email address. When the flow is triggered, the internal alert action will automatically send an email to this address. In the message body, include details about the review so that your team can easily identify which review this is in regards to.
- Request the reviewer edit their review
If your team is able to resolve the issue within 30 days, you can reach back out to the reviewer and ask them to edit their review. That way, their review will reflect their entire experience with the product, including having the issue resolved.
Read more about how to create a customer service ticket when you receive a negative review.
Regularly respond to reviews
Responding to reviews can reduce customer churn, earn you more revenue, and increase customer loyalty and retention. To respond to customer reviews:
- Schedule time every week to respond to reviews
Over half of all customers expect companies to respond to negative reviews within a week. Be proactive by scheduling time to respond to reviews periodically.
- Reply to reviews
To reply to a review, simply click on the review, click Reply, and then type your response. Klaviyo Reviews also offers an AI assistant to make writing review responses easier and less time-consuming.
- Update settings to display reviews
Make sure to toggle on the Store reply setting to display reviews on your product pages.