How to respond to negative reviews
Templates, escalation rules, and the right tone by sentiment band.
Persona · 03 · CX
Indellia for CX and Support teams.
One topic taxonomy across tickets and reviews. Anomaly alerts before ticket volume compounds. The Response Agent drafts replies for the queue you've never gotten to.
The short answer
CX and Support teams at consumer brands use Indellia to apply one topic taxonomy across Zendesk, Intercom, Freshdesk, Gorgias, and other help-desk tools alongside public reviews from Amazon, Walmart, and Best Buy. The Anomaly Agent catches rising topics days earlier than threshold-based alerting. The Response Agent (Beta) drafts on-brand replies for the public review queue.
The current state
Tickets and reviews. Different systems. Different taxonomies.
If you run CX at a consumer brand today:
- Tickets and public reviews live in separate systems with no unified topic tagging.
- The same issue generates 400 Zendesk tickets before anyone connects it to 80 Amazon reviews saying the same thing.
- The review-response queue on Amazon and Walmart is overwhelming; you get to ~20% on a good week.
- Escalations to the Product team rely on anecdotes, not aggregated evidence.
The desired outcome
One taxonomy. Early warning. Systematic responses.
What good looks like for CX:
- One topic taxonomy applied to tickets, public reviews, and returns.
- Early warning when ticket volume on a topic starts climbing — days before peak.
- A drafted-reply queue covering the channels you currently leave unanswered.
- Evidence-based escalations to Product and QA with verbatims attached.
How Indellia helps
The agents that matter for CX.
Shipped
Theme Agent
One taxonomy across every channel.
The Theme Agent applies the same topic taxonomy to tickets in Zendesk and reviews on Amazon. So a "battery drain" ticket and a "battery drain" Amazon review roll up to the same theme. Tag once; reuse forever.
Shipped
Anomaly Agent
Catch a topic before it spikes.
Prediction-vs-actual alerting catches rising volume on a single theme days before threshold-based alerts trip. Slack and email delivery routes the alert into your existing CX workflow.
Beta
Response Agent
Drafts for the queue.
The Response Agent (Beta) drafts review replies that match your brand voice. Sentiment-aware tone adjustment. An approval queue before push-to-post. Currently in beta and works with the retailer accounts you connect.
Shipped
indelliaGPT™
Cited evidence for escalations.
Ask indelliaGPT™ for the top reasons a topic is rising and get an answer with the underlying tickets and reviews cited. Send the cited brief to Product or QA with the receipts attached.
A day with Indellia
Monday morning. Slack alert.
A scenario from a Head of Support workflow at a portable-electronics brand:
9:12 AM Slack alert: "Ticket volume on 'battery drain' is up 34% week-over-week. 72 related Amazon reviews from the past 10 days. Predicted volume was 28."
Click through. The theme view shows the top 10 tickets and the top 10 reviews side by side. They're saying the same thing — battery drains during the firmware-update prompt. The Head of Support pings the on-call engineer with a cited brief from indelliaGPT™ and ships an internal Known Issue note to the support floor by 9:30.
The Response Agent has 41 reply drafts queued for the affected reviews. Two CX leads spend the first hour of their day approving and pushing them. The Amazon review queue is current for the first time in a month.
Where to go next
Related guides and pages.
Zendesk CSAT survey setup
Step-by-step setup with the data flowing into your Indellia workspace.
Reduce support ticket volume
The job: get ahead of an emerging issue before tickets pile up.
Respond to reviews at scale
The job: covered review queues across Amazon, Walmart, and the rest.
Industry: Beauty and personal care
Sensitivity-thread workflows that often start in CX before they hit support.
Industry: Consumer electronics
Connecting Zendesk ticket clusters to Best Buy and Amazon review themes.
Trusted by leading consumer brands
FAQ
Frequently asked questions
Which help-desk tools does Indellia integrate with?
Indellia ingests from Zendesk, Intercom, Freshdesk, Gorgias, Gladly, Kustomer, and Front. Ticket bodies, internal notes, and macro tags are read together with public reviews from Amazon, Walmart, Best Buy, Costco, Lowe's, Target, Home Depot, and every Bazaarvoice-powered retailer page.
Does the Response Agent post replies automatically?
No. The Response Agent (Beta) drafts replies and queues them for human approval. Push-to-post is gated behind your retailer-account credentials and an explicit approval click. A public API for direct posting is on the roadmap — for now it's draft-and-approve.
Can we use our existing macro library inside Indellia?
Yes. The Response Agent can be configured with brand-voice templates per product line, and your existing Zendesk macros can be referenced as starting points for tone calibration. The agent writes the body; you control the structure.
How does Indellia compare to Sprinklr or Khoros for review reply?
Sprinklr and Khoros are large social-engagement platforms with reply workflows across many channels. Indellia is narrower and deeper: native retail review channels with SKU-level linking and feedback intelligence. Some teams use both; many CX teams find that Indellia replaces the review-reply piece entirely and uses Sprinklr for social.
Can the Anomaly Agent route alerts to specific Slack channels?
Yes. You can route per-theme or per-SKU alerts to specific Slack channels. Most CX teams set up one channel for "rising topic" alerts and another for "review-rating drop" alerts, with different on-call rotations behind each.
Ask Indellia
Have a specific question?
Indellia's AI agents answer with citations from real customer feedback across Amazon, Walmart, Best Buy, and 20+ retail channels.
Get started
Catch the next rising topic.
Connect Zendesk and Amazon during the free trial. The Anomaly Agent is watching from day one.