For all businesses, responding to customer feedback swiftly and thoughtfully is vital, especially considering all we know about consumers' expectations for brand engagement. High-end menswear fashion brand Charles Tyrwhitt was keen to find the time and creativity to respond to every review - particularly during peak sales periods. Already a keen user of Feefo’s verified reviews platform, they turned to AI Replies.
- 50% reduction in response time per review
- Ability to respond to more reviews than before AI Replies
- Increased resources and time to focus on resolutions and customer recovery
How did Charles Tyrwhitt Shirts manage their reviews before using AI Replies?
Before using AI Replies, the team responded selectively to customer feedback. A high volume of reviews meant that they only responded to negative reviews rather than positive reviews, which they felt was doing their customers a disservice. They wanted to be able to respond to as many reviews as possible, to show all customers the value of their feedback. Feefo’s new review management tool, AI Replies, has since transformed its approach.
Embracing AI and acknowledging positive feedback
Before AI Replies, crafting unique responses to each positive review could be surprisingly difficult for the team. They aimed to personalise each response but often found that they were repeating the same generic messages. With AI Replies, the team can now keep their replies fresh, engaging, and unique. The AI tool has been a game-changer, suggesting new ways to express gratitude that feel sincere and varied, which was previously challenging.
A boost in efficiency in review management
One of the most noticeable impacts of AI Replies has been the drastic reduction in response time per review. What previously took the team five minutes per review now takes around two minutes and 30 seconds, cutting their time commitment by half. This improvement has been valuable during busy periods, like Black Friday, when review volume surges and every minute counts.
“Thanks to AI Replies, we can respond to more customer feedback than before, while maintaining quality and care in each response.”
Mathis Wagner
Director of Customer Service, Charles Tyrwhitt Shirts
Refocusing on customer recovery
With the aid of AI Replies they've been able to address negative reviews in a more meaningful way and respond to more positive reviews than before. Instead of simply typing responses to unhappy customers, they now call them directly, offering a personal touch and often achieving faster resolutions.
“By freeing up time previously spent on routine replies, we provide genuine support to those who need it most.”
Marianna Rozmanowska
Customer Support Specialist Team Leader, Charles Tyrwhitt Shirts
Empowering the team with AI confidence
Beyond time savings, AI Replies has empowered the team by ensuring all responses are grammatically correct and polished. This is especially beneficial for new employees, who may feel unsure about crafting responses. AI Replies provides them with a supportive framework, enhancing their creativity while boosting their confidence to deliver professional, high-quality messages. The templates give them a solid starting point, and over time, they feel more comfortable contributing to their brand’s voice.
Conclusion
Charles Tyrwhitt Shirts feels that AI Replies has transformed their approach to customer reviews, allowing them to respond more thoughtfully, efficiently, and consistently. The tool’s ability to generate varied responses to positive feedback has saved them valuable time while helping them connect with customers more personally. Most importantly, it has allowed them to refocus on what matters most; giving their time and attention to customers who may need it most.
To learn how AI Replies could transform your customer service, speak to the team.
