Should I use a template for responding to reviews?

Templates can help maintain consistency and save time, but responses should always be customized to avoid sounding robotic. Using a standard structure—such as greeting the customer, thanking them, addressing their points, and signing off—can keep your tone professional and consistent. However, personalization is key. Mention specific details from the review to make your reply more authentic and engaging. Overusing generic templates without customization can give the impression that you don’t genuinely care about customer feedback, which could harm rather than help your reputation.