Answer shoppers from your Judge.me reviews

A shopper who is close to buying often asks one thing first: do people like it? The answer is already on your store, in the reviews your customers wrote. Now the Merrows AI rep can read them and answer on the spot.

Merrows now connects to Judge.me, the product reviews app many Shopify stores use. A store that collects reviews there can let its rep answer from them, and can hear about an unhappy review while there is still time to fix the order behind it. The Judge.me integration page has the short version. This post covers what a shopper hears, what your team sees, and how the integration handles your reviews.

When a shopper asks about a product's reviews, the rep finds the product in Judge.me by the name the shopper used. It reads the average rating, the number of reviews and the most recent published reviews, then writes a short answer from them. The answer says it is going by customer reviews, so the shopper knows whose opinion it is.

A typical reply reads: "Going by customer reviews, The Videographer Snowboard is rated 4.7 out of 5 across 3 reviews. Reviewers say it holds an edge on ice, and one would size down." A follow-up such as "does it hold up well?" stays on the same product.

The same answer works in website chat, by email and by text message. On a phone call the rep says it is checking the reviews, then speaks the rating in words and keeps the answer to two sentences.

When the reviews do not cover it

Reviews do not answer everything, and the rep is held to what they say:

• For a product with no reviews yet, the rep says so.
• When the rep cannot tell which product the shopper means, it asks.
• Every number in the answer is checked against the reviews before it is sent. So are claims about price, sizing, durability, shipping, comfort and quality.
• An answer that fails the check is replaced by the rating and the review count alone.

Judge.me tells Merrows about each new review within a few minutes. When the review has 1 or 2 stars, Merrows opens an alert for your team. The alert carries the review, the reviewer and the product. Merrows also looks up the reviewer in Shopify and attaches the order that contained the product, when the email matches a customer who bought it.

If you have a helpdesk connected, the same alert opens a ticket there. A teammate follows up with the customer and marks the alert resolved. Reviews of 3 stars and above open nothing.

The integration asks Judge.me for read access and nothing more. That shapes what it does:

• It reads published reviews only. A review you have hidden or not yet published is never used in an answer.
• It never names a reviewer to a shopper.
• It does not send review requests. Asking for reviews stays in Judge.me.
• It does not edit, hide or reply to reviews.

Setup takes a few minutes and needs no code:

1. In Merrows, open Connections under Account & Access and find Judge.me under Reviews.
2. Click Connect Judge.me. If Merrows asks for your store's myshopify.com domain, enter it first.
3. Sign in to Judge.me and approve the read access.
4. Back in Merrows, follow the Skills link on the Judge.me card and turn on Product Reviews.

The skill stays off until you turn it on, so connecting Judge.me by itself changes nothing a shopper hears. Low rating alerts start as soon as the connection is made, and the list opens from the Judge.me card.

Review answers and alerts are part of every Merrows plan, including Free. The pricing page lists what each plan includes.