At GatherUp, we’re constantly looking for ways to help businesses leverage customer feedback more effectively. Today, we’re excited to unveil our expanded AI capabilities for first-party feedback, bringing you expanded features: AI suggested replies review and first-party Smart Insights.
What is First-Party Feedback?
Before diving into the new features, let’s clarify what we mean by “first-party feedback.” Unlike third-party reviews (those posted on platforms like Google, Facebook, or Yelp), first-party feedback is collected directly through GatherUp using collection methods such as a thumbs rating, NPS scores, and more using mediums like – your website, email surveys, SMS messages, or in-store kiosks.
First-party feedback is incredibly valuable because:
- It’s typically more detailed and specific than public reviews
- It often comes from a broader spectrum of customers (not just the extremely satisfied or dissatisfied)
- It can address particular aspects of your business that you specifically want feedback on
- It provides insights from customers who might not post public reviews
Now, let’s explore how our expanded AI capabilities transform how you can use this feedback.
Two Powerful New Features
1. AI Suggested Replies: Inbox-Based Reply Management
AI suggested replies revolutionize how you handle customer feedback by delivering AI-generated response suggestions directly to your email inbox. With a simple click, you can review, edit, and approve replies to Google, Facebook, and now first-party reviews.
Think about it: no more logging into separate platforms, no more forgetting to check for new feedback, and no more delayed responses that leave customers wondering if you’re listening. Instead, review management becomes part of your regular email routine—efficient, streamlined, and remarkably simple.
2. First-Party Smart Insights: Unified Intelligence Across All Feedback
We’ve expanded our Smart Insights reports to include first-party feedback alongside third-party reviews. Our AI now analyzes all customer comments to identify sentiment patterns, emerging trends, and actionable recommendations for your business.
By combining analysis from both feedback sources, you get:
- A complete picture of customer sentiment across all channels
- Deeper understanding of specific pain points and delight moments
- More representative insights from your entire customer base, not just public reviewers
- The ability to track how sentiment evolves over time and across different touchpoints
The Perfect Balance of Tactical and Strategic
These expanded AI capabilities deliver both immediate tactical benefits and long-term strategic advantages:
Tactical Benefits of Suggested Response:
- Respond Faster: One-click replies from your email save valuable time
- Maintain Brand Voice: Customized AI prompts ensure on-brand responses
- Share the Workload: Route notifications to appropriate team members
- Stay Consistent: AI ensures quality replies even during busy periods
Strategic Advantages of Smart Insights:
- Comprehensive Understanding: Analyze all customer feedback in one place
- Identify Root Causes: Discover patterns that point to underlying issues
- Prioritize Improvements: Let data guide your business decisions
- Track Progress: Monitor sentiment changes as you implement solutions
How It Works: Simplicity by Design
The beauty of these expanded capabilities lies in their simplicity.
For Review Response Suggestions: When you receive new feedback, we send an email notification containing an AI-generated response suggestion. What you can do next depends on the feedback source:
- For Authorized Google & Facebook Reviews: Click “Approve and Send Reply” to publish instantly
- For Non-Authorized Google & Facebook Reviews: Copy the suggestion and follow the direct link
- For First-Party Reviews: Click “Approve and Send Reply” to respond immediately
For First-Party Smart Insights: There’s nothing to set up! Your first-party feedback is automatically included in Smart Insights reports, providing unified analysis across all your feedback channels.
Getting Started in Minutes
Enabling these expanded capabilities is refreshingly straightforward:
For Review Response Suggestions:
- Log in to GatherUp
- Choose the location to update
- Under Settings, select Notifications
- Find the Suggested Reply section
- Set your preferred notification cadence
- Choose which reviews to include
- Turn on notifications for your preferred users
For First-Party Smart Insights: It’s already enabled! SImply refresh your next Smart Insights report and it will include first-party feedback analysis.
Customization That Makes All the Difference
Want to ensure the AI suggestions truly reflect your brand’s personality? No problem! You can easily customize the AI prompt that guides the suggestion generation:
- Go to Settings > AI Reply Prompt
- Toggle Custom Suggested Reply Prompt ON
- Enter your custom prompt
- Adjust the creativity level to fine-tune the tone
- Click Save Changes
This level of customization ensures that every suggested response feels authentic to your brand voice – whether you prefer warm and conversational or polished and professional.
Why These Expanded AI Capabilities Matter
In today’s customer-centric business environment, the organizations that thrive are those that can both respond effectively to feedback and extract meaningful insights from it. Our expanded AI capabilities for first-party feedback enable you to:
- Close the Feedback Loop: Respond promptly to all customer comments, showing you value their input
- Work Efficiently: Manage reviews without disrupting your workflow
- Understand Comprehensively: See the complete picture of customer sentiment
- Act Strategically: Transform feedback into targeted business improvements
- Deliver Better Experiences: Use insights to continuously enhance your customer journey
Ready to transform how you handle customer feedback? Enable AI suggested replies today and explore your enhanced Smart Insights reports that now include first-party feedback.
For more detailed instructions or assistance with setup, contact our support team at [email protected].
Here’s to responding faster and understanding deeper!
