Managing customer reviews on marketplaces
The agent reads new reviews on Ozon, Wildberries and Avito, drafts replies in your brand voice, escalates rating-threatening negatives and handles claims.
Scenarios for this job
Every scenario is a ready brief for the agent: the steps, the connected systems and the output. Open one and run it on your own data.
Forty new reviews came in overnight, and each one needs a calm answer. The agent drafts them in your voice and sets aside the ones that need a person.
Two one-star reviews can pull a listing down in a day. The alert lands the day they appear — the full quote, the rating before and after.
The complaint runs two screens, and you have ten minutes to decide. The agent pulls out the facts and proposes one figure, citing the rule behind it.
Buyers keep asking for the same small changes, one review at a time. The agent pulls those asks from Ozon and Wildberries into a ranked list with quotes.
You shipped a fix and cannot tell whether reviews improved or it just feels that way. The agent charts negative reviews by week around your fix dates.
A review is the public half of your sales. On Ozon and Wildberries a listing at 4.2 stars sells noticeably worse than the neighbouring one at 4.8, and on Avito the seller rating decides whether a buyer writes to you or to the next result down. Reviews do not arrive in one place either: some in the marketplace back office, some in chats and messengers, some in Avito direct messages, some by email alongside formal claims. With ten products one person reads everything before lunch. At a hundred SKUs across five platforms the flow stops fitting in one head, and replies go to whatever caught the eye rather than to whatever costs the most. This cluster holds five scenarios, from brand-voice replies to a monthly read-out and claim handling.
Usually support does this between other things. Open the Ozon back office, answer ten reviews from a template, switch to Wildberries where replies work differently, then Avito, then the chats. One template covers everyone, so a customer with a broken item and a customer asking about sizing get near-identical text, in public. Negativity gets noticed once the rating has already dropped: a full day passes between the complaint and any reaction, and on a marketplace that is two days near the top of search. Knowledge leaks as well — a month of reviews contains a ready list of what to fix in the product and in delivery, but nobody assembles it by hand. Claims for compensation get settled by feel: one manager gives away more than needed, another lets it turn into a dispute.
The agent pulls reviews and requests from the Ozon and Wildberries back offices, from Avito, Telegram, chats and email, and runs them as one stream. For each it drafts a reply in your brand voice — with the name, the order details and an acknowledgement of the specific problem. Negativity that threatens the rating is escalated at once, with a draft reply and a compensation option that fits your rules. Weekly and monthly it assembles the read-out: which topics repeat, what is growing, which complaints trace back to one SKU or one warehouse. Publishing a reply and sizing a compensation stay with a person: the agent never speaks in your name without a go-ahead. The recurring part goes on a schedule: the digest arrives in Telegram or lands as a sheet in Google Sheets.
Common questions
Which platforms does the agent collect reviews from?
The Ozon and Wildberries back offices, Avito, Telegram, WhatsApp through Wazzup24, email and support chats. Reviews and requests land in one prioritized queue, so a complaint from a messenger is not buried under listing reviews.
Will the replies read like a template?
No. The agent works from the text of that particular review, the order data and your tone: wording, level of formality, what you may apologise for and what you may promise. You set the tone in words plus a few replies you liked, and it holds to them across platforms.
Does the agent publish replies on its own?
By default it prepares a draft and you confirm publishing. Simple thank-yous for five-star reviews can be released automatically, while anything touching defects, refunds or compensation stays behind a human confirmation.
What happens with a claim and compensation?
The agent reads the claim, checks it against your compensation rules and proposes an option inside them: a replacement, a partial refund, a promo code. It shows which rule it relied on and never invents terms that you do not offer.