Overview

Timely, professional responses to user feedback can improve satisfaction and brand image. Claude can help you quickly generate response templates for different scenarios, maintaining consistent service quality.

Use Cases

App Store review responses
Social media comment responses
Customer complaint handling
Product suggestion responses

Steps

Step 1: Categorize Feedback Types

Identify the nature and sentiment of feedback.

I received a batch of user feedback, please help me categorize:

Feedback list:
1. "This app is amazing! Recommended to everyone"
2. "Login feature has a bug, keeps failing"
3. "Hope you add dark mode"
4. "Customer service attitude was terrible, very disappointed"
5. "What a garbage app, waste of time"

Please categorize as:
- Positive reviews
- Bug reports
- Feature suggestions
- Service complaints
- Malicious attacks

And prepare a response strategy for each category

Step 2: Respond to Positive Feedback

Thank and encourage positive reviews.

Generate response templates for positive feedback:

**Scenario**: User review "Great features, solved my problem"

**Response Templates** (3 versions):

Version 1 - Concise (20 words):
"Thank you so much for your support! We'll keep working hard!"

Version 2 - Interactive (50 words):
"Thanks for the 5-star review! So happy our product helped you. Could you share which feature was most useful? Your feedback is very important to us!"

Version 3 - Promotional (80 words):
"Thank you for your recognition! Our team was thrilled to see this review. If you find it useful, feel free to recommend to friends. Also, we recently launched XX new feature—we think you'll love it!"

Key points:
- Genuine thanks
- Encourage further interaction
- Moderate promotion (not excessive)
- Use emoji to increase friendliness

Generate 10 positive feedback response templates

Step 3: Respond to Bug Reports

Professionally handle problem feedback.

Generate responses for bug reports:

**Scenario**: User feedback "Login function doesn't work, tried several times"

**Response Template**:

---
Hello, we're very sorry for the inconvenience!

Thanks for reporting this issue—our technical team is investigating. To help resolve this faster, could you provide:
- Phone model and OS version
- App version number (found in "Settings > About")
- Specific error details (screenshots helpful)

You can also try these temporary solutions:
1. Restart the app
2. Check your network connection
3. Clear cache and try again

We'll fix this ASAP, expected in the next release (this Friday). Thanks again for your patience and support!

[Team signature]
---

Key points:
- Apologize first
- Explain it's being handled
- Request more info (to help diagnose)
- Provide temporary solutions
- Promise timeline (if available)
- Stay professional and sincere

Generate bug response templates for different severity levels

Step 4: Respond to Feature Suggestions

Actively respond to product suggestions.

Generate responses for feature suggestions:

**Scenario**: User suggests "Hope you add dark mode"

**Response - In Planning**:
"Thanks for your suggestion! Dark mode is in our development roadmap, expected to launch next quarter. We'll invite you to beta test before release—looking forward to your feedback!"

**Response - Not In Planning**:
"Thanks for your idea! We've recorded your suggestion and passed it to the product team for discussion. Our current focus is on XX feature, but your feedback is valuable for our future planning."

**Response - Similar Feature Exists**:
"Thanks for the suggestion! We actually have a similar feature—you can adjust it in 'Settings > Display.' Feel free to ask if you have more questions!"

Key points:
- Thank the idea
- State status (planned or not)
- Don't over-promise
- If exists, guide usage
- Stay positive

Generate 5 feature suggestion response templates

Step 5: Handle Complaints and Negative Feedback

Properly handle dissatisfaction and complaints.

Generate responses for complaints:

**Scenario**: User complaint "Terrible customer service attitude, didn't solve anything"

**Response Template**:

---
We're deeply sorry for such a terrible experience!

We take your feedback seriously. Customer satisfaction is our top priority, and the service issue you encountered should never have happened.

I've reported your situation to our customer service manager. We will:
1. Investigate immediately
2. Conduct training for relevant staff
3. Improve service processes

To compensate for your unpleasant experience, we will:
[Specific compensation measures, such as extended membership, bonus points, etc.]

Could you DM me more details? My WeChat/email: XXX
I will personally follow up to ensure proper resolution.

Our sincere apologies again—we hope for a chance to make things right.

[Senior Customer Service/Manager signature]
---

Key points:
- Sincere apology (no deflecting)
- Acknowledge the problem
- Explain action steps
- Offer compensation (as appropriate)
- Escalate handling (show importance)
- Provide direct contact
- Move to private communication (avoid public conflict escalation)

Crisis handling principles:
- Respond quickly (within 24 hours)
- Admit mistakes (no excuses)
- Provide solutions
- Compensate losses
- Prevent recurrence

Generate responses for different complaint scenarios

Warning: Don't use mechanical canned responses. Users can tell the difference between sincere and perfunctory. Every response should be targeted, mentioning the user's specific feedback content.

Tip: Response speed matters. Even without a solution yet, respond first with "Received, working on it." Responding within 24 hours is the minimum; responding within 1 hour greatly improves satisfaction.

Common Questions

Q: How do I respond to obvious malicious negative reviews? A: Stay professional, don't get emotional. Respond briefly: "Thanks for the feedback. If you have specific issues, please contact customer service." Don't argue—other users will see who's more rational.

Q: What if a user's suggestion is impossible to implement? A: Be honest but tactful. "Thanks for the suggestion, but due to technical/cost/strategic reasons, it's difficult to implement in the short term. However, we've recorded your need." Don't say "impossible"—say "not currently planned."

Q: How do I batch respond to large volumes of feedback? A: Use templates but always personalize. At minimum, change the greeting and mention specific feedback content. Consider using tools to assist but maintain human review. Users can tell when they're getting mass-sent templates.