Low Rating Support is a powerful Pro plan feature that automatically detects when customers are having a poor experience and offers them immediate assistance. Instead of just collecting negative reviews, this feature helps you intercept problems, resolve issues, and potentially convert unhappy customers into loyal advocates.
Note: This feature is exclusively available on the Pro plan, as it requires advanced email routing, real-time detection, and customer service integration capabilities.
How Low Rating Support Works
When a customer starts rating a product 3 stars or below in their review form, the system immediately:
Detects the low rating in real-time
Displays a support option before they submit
Offers direct assistance with a friendly message
Collects issue details through a simple form
Routes to your support team instantly
Allows review completion if customer chooses
The entire process happens seamlessly within the review submission flow, showing customers you care about their experience.
The Customer Experience
What Customers See
When a customer selects 1, 2, or 3 stars:
Immediate Response: A support panel appears with your custom message
Two Options:
Submit a support request for help
Continue with their review anyway
Simple Form: If they choose support:
Subject line (pre-filled based on product)
Message box for details
Submit button
Confirmation: Success message after submission
Choice to Continue: Can still leave review if desired
Example Flow
Customer rates 2 stars →
Support panel appears: "We'd love to help! Sorry to hear you didn't have a good experience. Let us make things right." →
Customer describes issue →
Submits support request →
Receives confirmation →
Can still leave review or skip
Setting Up Low Rating Support
Step 1: Enable the Feature
Navigate to Dashboard → Settings → Review Requests and scroll to "Low Rating Support"
Step 2: Toggle Support Mode
Check the box for "Enable support for low ratings"
Step 3: Configure Support Email
Enter the email address where support requests should be sent:
Must be a valid, monitored email
Can be a support ticket system address
Can be a team inbox
Should have quick response times
Step 4: Craft Your Support Message
Write an empathetic introduction message that appears when low ratings are detected:
Good examples:
"Sorry to hear you didn't have a good experience! We'd love to help make things right."
"We appreciate your feedback. Let's resolve this issue together."
"Your satisfaction matters to us. How can we help?"
Avoid:
Generic corporate speak
Defensive language
Lengthy explanations
Making excuses
Step 5: Save and Test
Save your settings and test with a sample review to ensure emails route correctly.
What Support Requests Include
When a customer submits a support request, your team receives an email with:
Customer Information
Name
Email address
Order number
Purchase date
Product Details
Product name
Variant (size, color, etc.)
Rating given (1-3 stars)
Issue Description
Subject line
Detailed message from customer
Timestamp of submission
Benefits of Low Rating Support
For Your Business
Issue Interception: Catch problems before they become public reviews
Customer Retention: Show you care, increasing loyalty
Valuable Feedback: Get detailed issue descriptions
Service Opportunity: Turn complaints into positive experiences
Review Quality: Even if reviewed, context helps response
Data Collection: Identify recurring problems
For Your Customers
Immediate Help: Get support without searching for contact info
Feel Heard: Know their concerns are taken seriously
Convenient: Support integrated into review process
Choice: Can still leave review if desired
Personal Touch: Shows human side of your business
Integration with Other Systems
Support Ticket Systems
Simply enter the support email address of your support service and the support request will be routed there.
The Bottom Line
Low Rating Support transforms potentially damaging reviews into opportunities for exceptional service. By intercepting issues before they become public complaints, you:
Protect your reputation
Save customer relationships
Gather valuable feedback
Demonstrate commitment to satisfaction
Turn critics into advocates
For serious businesses focused on long-term success, this Pro feature often pays for itself many times over through retained customers and prevented negative reviews. It's not just about damage control – it's about building a culture of care that customers remember and reward with loyalty.