SmartResponse Overview
SmartResponse is our premium automated response feature designed specifically for AutoResponse customers. It moves beyond generic "thank you" notes by using advanced natural language processing to read, understand, and respond to customer reviews.
Instead of cycling through a static list of pre-written responses, SmartResponse crafts unique, context-specific replies that address the actual content of your customers' feedback.
Key Benefits of SmartResponse
Authentic Engagement: SmartResponse identifies specific details like a particular staff member’s name or the vehicle make and mentions them in the reply, making customers feel truly heard.
Dynamic Variety: The system ensures that your review feed doesn't look repetitive. Each response is phrased differently which improves brand perception.
Important Update: Supported Platforms & Review Handling
Supported Platforms: Automation currently applies specifically to 5 star reviews on DealerRater.com and Cars.com.
Positive Reviews: These will be handled automatically by either SmartResponse or your templates, depending on your settings.
Negative Reviews: To ensure the highest level of care, all negative reviews on these platforms are bypassed by the automated system and will be responded to personally by our team of human experts and will be shared with you prior to being live on the site.
Google and Facebook Reviews: SmartResponse generated review responses for these sources will not be supported at this time. Responses for Google and Facebook reviews will lean on humans and templates until a future release.
What Happens When SmartResponse is Off?
When the SmartResponse toggle is disabled, the system shifts from "Generative" to "Template" mode. This significantly changes how the platform responds to your reviews:
Shift to Positive Review Templates: We will exclusively use pre-saved templates to respond to positive reviews.