#reviews
Thread
Does anyone have a good template on how to reply to a super negative, thorough review? ... Asking for a friend :melting_face:
Typically I refer them to the knowledge base article that addresses their concern and encourage them to connect with their account team but it seems they've already exhausted those avenues and my gut reaction is to honestly say I'm sorry we haven't met their expectations.
I think that's the best approach - it sounds like their concerns are valid and can't be fixed at the moment. I would apologize for the situation and thank them for the honest feedback. If there's any action being taken (ie if there is a product update on the way that would fix their issue), I would include that too, but I assume if that was the case, their account team would have done that already.
This thread had some good advice:
My main thing is (AND I KNOW YOU KNOW THIS), acknowledge teh response. They sound frustrated and like they've really tried. Acknowledge the possible failure of your team (it's not your fault, and companies don't like it, but people like to see ownership). If you can, offer to connect them with an executive (VP of CS, CCO, VP of Product, etc.) to hear out their concerns and make sure their feedback is addressed. Make them feel important when they feel they've hit a dead end.