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review-response

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🇺🇸

Original

English
🇨🇳

Translation

Chinese

/digital-marketing-pro:review-response

/digital-marketing-pro:review-response

Purpose

用途

Generate professional, brand-aligned review responses for positive, neutral, and negative reviews across any platform. Ensures every response maintains brand voice, addresses the reviewer's specific points, and follows best practices for reputation management and customer recovery.
为所有平台上的好评、中性评价和差评生成符合专业标准、与品牌调性一致的回复。确保每条回复都能保持品牌语气，回应用户提到的具体问题，并遵循声誉管理和客户挽回的最佳实践。

Input Required

所需输入

The user must provide (or will be prompted for):
  • Review text: The full text of the review to respond to
  • Rating: Star rating (1-5 stars)
  • Platform: Where the review was posted (Google, Yelp, G2, Capterra, Trustpilot, Amazon, TripAdvisor, App Store, etc.)
  • Reviewer name: Display name of the reviewer (optional — for personalization)
  • Specific issue mentioned: Key complaint, praise, or topic raised in the review (optional — for targeted response)
  • Business context: Any internal context about the situation — was the issue resolved, is there a known product bug, was there a service failure (optional — helps craft an accurate response)
  • Batch mode: If responding to multiple reviews, provide them as a set for consistent tone and varied language
  • Response speed requirement: Whether the review needs an urgent response (crisis situation) or standard turnaround
  • Internal resolution status: Whether the issue has been fixed, is in progress, or is unresolved (for negative reviews — helps determine what to promise)
用户必须提供（或会被提示提供）：
  • 评论文本：需要回复的完整评论内容
  • 评分：星级评分（1-5星）
  • 平台：评论发布的平台（Google、Yelp、G2、Capterra、Trustpilot、Amazon、TripAdvisor、App Store等）
  • 评论者名称：评论者的显示名称（可选——用于个性化回复）
  • 提及的具体问题：评论中提出的关键投诉、赞扬或主题（可选——用于针对性回复）
  • 业务背景：关于该情况的任何内部信息——问题是否已解决、是否存在已知产品漏洞、是否出现服务故障（可选——有助于撰写准确回复）
  • 批量模式：如果需要回复多条评论，请提供一组评论，以保持语气一致并使用多样化语言
  • 回复速度要求：评论是否需要紧急回复（危机情况）或标准周转时间
  • 内部解决状态：问题是否已修复、处理中或未解决（针对差评——有助于确定承诺内容）

Process

流程

  1. Load brand context: Read 
    ~/.claude-marketing/brands/_active-brand.json
    for the active slug, then load 
    ~/.claude-marketing/brands/{slug}/profile.json
    . Apply brand voice, compliance rules for target markets (
    skills/context-engine/compliance-rules.md
    ), and industry context. Also check for guidelines at 
    ~/.claude-marketing/brands/{slug}/guidelines/_manifest.json
    — if present, load restrictions and relevant category files. Check for custom templates at 
    ~/.claude-marketing/brands/{slug}/templates/
    . Check for agency SOPs at 
    ~/.claude-marketing/sops/
    . If no brand exists, ask: "Set up a brand first (/digital-marketing-pro:brand-setup)?" — or proceed with defaults.
  2. Apply brand voice settings: Load voice-and-tone guidelines and any channel-specific style rules for the review platform — review responses often require a warmer, more personal tone than other brand communications
  3. Classify review sentiment and severity: Categorize as positive (4-5 stars), neutral (3 stars), or negative (1-2 stars) — further classify negative reviews by severity level: minor complaint, service failure, product defect, or safety/legal issue
  4. For negative reviews: Acknowledge the specific concern by name, express genuine empathy without generic platitudes, take responsibility where appropriate, offer a concrete resolution path with specifics, and move the conversation offline with a direct contact method (email or phone)
  5. For positive reviews: Express sincere gratitude, reinforce the specific aspect the reviewer praised, add a personal or humanizing touch, and encourage continued engagement — mention related products, services, or referral programs where natural
  6. For neutral reviews: Acknowledge the balanced feedback, address any specific concerns raised with actionable detail, highlight relevant brand strengths without being defensive or dismissive, and invite further dialogue to improve their experience
  7. Check brand guidelines for approved response language: Verify the response against any restricted terms, required disclosures, legal disclaimers, or mandated response elements in the brand guidelines
  8. Apply platform conventions: Adjust response length, formatting, and tone for platform norms — Google (concise), Yelp (conversational), G2 (professional), TripAdvisor (hospitality-focused), etc.
  9. Score response for brand voice alignment: Evaluate the drafted response against brand voice parameters — tone, formality, warmth, and personality — and adjust until the response sounds authentically on-brand
  10. Check for common pitfalls: Ensure the response avoids defensiveness, blame-shifting, over-promising, disclosing private information, or using repetitive language across multiple review responses
  11. Optimize for SEO where applicable: On platforms where responses are indexed (Google, Yelp), naturally incorporate relevant keywords and business name without sounding forced
  12. Generate batch variations: If responding to multiple similar reviews, vary the language, structure, and opening to avoid templated-sounding responses that damage authenticity
  1. 加载品牌上下文：读取
    ~/.claude-marketing/brands/_active-brand.json
    获取活跃品牌标识，然后加载
    ~/.claude-marketing/brands/{slug}/profile.json
    。应用品牌语气、目标市场的合规规则（
    skills/context-engine/compliance-rules.md
    ）以及行业背景。同时检查指南：查看
    ~/.claude-marketing/brands/{slug}/guidelines/_manifest.json
    ——如果存在，加载限制条件和相关分类文件。检查
    ~/.claude-marketing/brands/{slug}/templates/
    中的自定义模板。查看
    ~/.claude-marketing/sops/
    中的代理机构标准操作流程。如果没有品牌信息，询问：“是否先设置品牌（/digital-marketing-pro:brand-setup）？”——或使用默认设置继续。
  2. 应用品牌语气设置：加载语气语调指南以及评论平台的特定渠道风格规则——评论回复通常需要比其他品牌沟通更温暖、更个性化的语气
  3. 分类评论情感和严重程度：分为好评（4-5星）、中性评价（3星）或差评（1-2星）——进一步将差评按严重程度分类：轻微投诉、服务故障、产品缺陷或安全/法律问题
  4. 针对差评：点名确认具体问题，表达真诚共情而非套话，在适当情况下承担责任，提供具体的解决路径，并通过直接联系方式（邮件或电话）将对话转移到线下
  5. 针对好评：表达诚挚感谢，强化评论者赞扬的具体方面，添加个性化或人性化内容，并鼓励持续互动——自然提及相关产品、服务或推荐计划
  6. 针对中性评价：认可平衡的反馈，用可操作的细节回应用户提出的具体问题，突出相关品牌优势，避免防御或轻视态度，并邀请进一步对话以改善用户体验
  7. 检查品牌指南中的批准回复语言：根据品牌指南验证回复是否存在受限术语、必要披露、法律免责声明或强制回复要素
  8. 应用平台惯例：根据平台规范调整回复长度、格式和语气——Google（简洁）、Yelp（口语化）、G2（专业）、TripAdvisor（侧重 hospitality）等
  9. 评分回复的品牌语气一致性：根据品牌语气参数（语调、正式程度、温暖度、个性）评估草拟的回复，调整至回复听起来真实符合品牌调性
  10. 检查常见误区：确保回复避免防御性态度、推诿责任、过度承诺、披露私人信息或在多条评论回复中使用重复语言
  11. 适当时优化SEO：在回复会被索引的平台（Google、Yelp）上，自然融入相关关键词和企业名称，避免生硬
  12. 生成批量变体：如果回复多条相似评论，改变语言、结构和开头，避免回复听起来像模板，损害真实性

Output

输出

A structured review response package containing:
  • Ready-to-post review response: Primary response tailored to the platform's character limits, conventions, and audience expectations
  • Alternative versions: Formal and casual variants for flexibility, plus a shorter version if the primary response exceeds platform norms
  • Response guidelines: Platform-specific best practices applied — recommended length, optimal tone, ideal response timing, and SEO considerations
  • Escalation recommendation: For negative reviews — whether this requires manager involvement, legal review, product team notification, or immediate offline outreach
  • Response quality score: Brand voice alignment rating and checklist of best practices applied
  • Follow-up note: Suggested internal action items if the review reveals a systemic issue worth addressing
  • SEO keywords applied: For indexed platforms, keywords naturally incorporated into the response
  • Tone analysis: Breakdown of the response tone (empathetic, grateful, professional, warm) matched against brand voice settings
  • Response timing recommendation: Optimal window for posting the response based on platform algorithms and customer expectations
  • Template extraction: If the response is strong, a generalized template version saved for future similar reviews
结构化的评论回复包包含：
  • 可直接发布的评论回复：根据平台字符限制、惯例和受众期望定制的主要回复内容
  • 备选版本：正式和非正式变体以增加灵活性，若主回复超出平台规范则提供短版本
  • 回复指南：应用的平台特定最佳实践——推荐长度、最佳语气、理想回复时间和SEO注意事项
  • 升级建议：针对差评——是否需要经理介入、法律审查、通知产品团队或立即线下沟通
  • 回复质量评分：品牌语气一致性评级和已应用最佳实践的清单
  • 后续说明：如果评论揭示了值得解决的系统性问题，建议的内部行动项
  • 应用的SEO关键词：对于被索引的平台，自然融入回复的关键词
  • 语气分析：回复语气（共情、感激、专业、温暖）的细分，与品牌语气设置匹配
  • 回复时间建议：根据平台算法和客户期望，发布回复的最佳时间窗口
  • 模板提取：如果回复质量出色，保存通用模板版本以供未来类似评论使用

Agents Used

使用的Agent

  • content-creator — Response copywriting, tone calibration, personalization, platform-appropriate language, alternative version drafting
  • brand-guardian — Voice consistency enforcement, guideline compliance, restricted language checks, escalation assessment, legal sensitivity review
  • content-creator — 回复文案撰写、语气校准、个性化调整、平台适配语言、备选版本起草
  • brand-guardian — 语气一致性执行、指南合规性检查、受限语言审核、升级评估、法律敏感性审查