What a shopper hears
A shopper asks whether a jacket runs small, or how a snowboard is rated. Merrows finds the product in Judge.me, reads its published reviews, and replies with the average rating, the number of reviews and what recent reviewers wrote about the thing the shopper asked. The reply says it is going by customer reviews, so the shopper knows whose opinion they are hearing.
The answer stays inside what the reviews say. A number that is not in the reviews is never quoted, a reviewer is never named, and a review you have hidden or left unpublished is never read. When a product has no reviews yet, Merrows says so plainly. When the shopper has not said which product they mean, it asks.
What your team sees after a low rating
When a customer leaves a 1 or 2 star review, Merrows opens an item for your team with the rating, the review text, the reviewer and the product. It looks the reviewer up in Shopify and attaches the order that contained the product, so whoever picks it up starts with the facts in front of them.
The item appears in a review alerts list in your Merrows account, where a teammate marks it resolved once the customer has been looked after. If you have a helpdesk connected, the same alert opens a ticket there as well. Reviews of 3 stars and above open nothing, and the same review never opens a second alert.
Chat, email, text and phone
Review answers work in website chat, by email, by text message and on the phone. In chat on a product page a shopper can ask "do people like this?" without naming the product. On a call the rating is spoken the way a person would say it, and the answer is kept short enough to listen to.
Connecting takes a few minutes: sign in to Judge.me from the Integrations page, approve read access, and turn on the Product Reviews skill. Merrows reads your published reviews and receives new ones as they arrive. Because the same conversation reads orders from Shopify, a shopper who asks about reviews and then about delivery is answered in one exchange. The WISMO guide covers the order questions that usually follow.