It is not mandatory to reply to every response received in InputKit.
Each business can define its own approach based on priorities, resources, and goals. However, some responses should be prioritized, especially those from dissatisfied customers, because they indicate an issue that may require quick action to prevent escalation or a negative online review.
What should you prioritize?
1. Dissatisfied customers
These are the most important responses to address.
They require a fast follow-up to:
Fix the situation
Preserve the customer relationship
Prevent future negative reviews
Show that you are listening
2. Urgent or sensitive feedback
Some comments, even if positive or neutral, may mention a specific issue (safety, incomplete service, recurring problem). These cases deserve special attention.
Do you have to reply to everything?
No. You can choose to:
Reply only to urgent cases
Reply to all responses to maximize engagement
Find a balance between efficiency and relationship quality
Each organization is free to adopt the approach that best fits its reality.
The key is to stay consistent and ensure quick follow-up for the most critical situations.
If you have any questions, feel free to contact us via the chat.