3 ways to collect more reviews and reply faster with AI

Reviews can make or break your business.

According to a BrightLocal survey, 75% of consumers always or regularly check online reviews before making a purchase—and only 3% never bother to check. That’s how deeply ingrained reviews are in the buyer journey.

This feedback is crucial. It’s not just about reputation—it’s also about trust. But managing ecommerce reviews at scale? That’s a whole other challenge.

When you’re juggling inventory, marketing, and everything else, lean into AI to keep up.

Klaviyo’s Reviews AI suite helps businesses analyze sentiment and draft personalized replies to reviews, and even empowers customers to write better reviews while saving them time.

For businesses flush with feedback, it’s a lifeline. Reviews AI can help you turn customer voices into your competitive edge.

1. Uncover hidden insights with review sentiment AI

For growing brands, customer reviews are a goldmine of insights. But manually sifting through hundreds or thousands of comments across multiple channels can feel like searching for a needle in a haystack. You know there’s valuable feedback hidden in those comments, but manually analyzing each one is time-consuming and inefficient.

This is where Klaviyo’s review sentiment AI steps in, transforming how you interpret and act on customer feedback.

Review sentiment AI doesn’t just count review stars—it reads between the lines. This powerful tool dissects every word of customer feedback, highlighting topics and sentiment in a matter of minutes. It’s like having a team of data analysts working 24/7, but faster.

A standout feature is its ability to identify review topics. The AI extracts recurring themes across multiple reviews (for example, product fit and sizing or customer service), then highlights them on your dashboard, categorizing each as either positive or negative. You can click on any review topic option to view all the reviews that mention it.

For brands, the benefits are incredible:

Customers benefit, too. When you act on insights quickly, they feel heard. This translates to loyalty and increased lifetime value for your brand.

Say you run an apparel brand and notice that 30% of reviews for a new jacket line mention it “runs small.” With review sentiment AI, you can quickly respond, update your size chart, add a note on the product page, and launch an email campaign to address the issue.

The result? Reduced return rates for that jacket line and higher customer satisfaction.

2. Respond faster with review reply AI

Every customer interaction is an opportunity to build loyalty, and reviews are no exception. Reviews aren’t just feedback—they’re public conversations with your brand.

Replying to customer reviews with timely, personalized responses can dramatically impact your business. A staggering 88% of consumers say they would use a business that replies to all of its reviews, according to the BrightLocal survey. Compare that to just 47% who would use a business that doesn’t respond at all.

The message is clear: silence is not an option. You must respond to customer reviews promptly.

Klaviyo’s review reply AI streamlines this crucial process into the following steps:

1. Instant draft generation: Click “Draft reply with AI” and get a personalized response in seconds.

2. Context-aware replies: AI analyzes the review’s content and tone, crafting relevant responses.

3. Time savings: What once took hours now takes minutes, freeing you to focus on strategy.

With review reply AI, you’re not just responding faster—you’re responding smarter, ensuring every customer feels heard and valued. Make your AI replies truly shine by:

• Adjusting the tone settings (casual, formal, empathetic) to match your brand voice
• Always reviewing and editing AI drafts before posting
• Using the AI’s suggestions as a starting point, then adding your personal touch

3. Boost review submissions with review headline AI

For customers, every step in writing and posting a product review can present a roadblock. Crafting a catchy headline is that final hurdle—the one that can make them abandon the review altogether.

Review headline AI eliminates this friction point, making it easier for customers to complete their reviews. Here’s how:

By simplifying the review process, you’re gathering a wealth of customer data that can drive product improvements and marketing strategies. Review headline AI turns a potential dropoff point into an opportunity for deeper customer engagement and valuable insights.

Maximize the impact of AI review headlines by:

• Enabling the feature in Klaviyo reviews settings under “review submission page”
• Monitoring submission rates before and after implementation to quantify the impact
• Using insights from popular AI-generated headlines to inform product descriptions and marketing copy

Best practices for collecting reviews

Reviews are the lifeblood of many businesses—without them, it’s remarkably difficult to earn customers’ trust.

But like any powerful tool, they require careful handling. Building a trustworthy review ecosystem isn’t just good ethics; it’s good business. Follow these guidelines to ensure your reviews are both authentic and valuable:

• Do: Encourage reviews from all verified customers, regardless of their potential rating.
• Don’t: Offer incentives tied to positive ratings. This skews your feedback and erodes trust.
• Do: Respond to all reviews, positive or negative. It shows you’re listening.
• Don’t: Alter or delete legitimate negative reviews. They’re opportunities to showcase your customer service.
• Do: Clearly communicate your review policy to customers.

Visit our Help Center for review collection best practices, plus detailed instructions and advanced tips on getting started with Klaviyo Reviews.