Product details
- Type:
- Skill
- Category:
- Customer service
- Seller:
- OPC
- Listed on:
Product description
Provide a few hundred reviews or comments and get back what customers complain about most, what they genuinely praise, and the words they use for your content.
Marketplace reviews, Facebook comments, and survey responses pile up every week. Skimming them means remembering a few of the harshest comments and making changes by feel. Reading them carefully takes time no one has. The Extract Insights from Customer Reviews & Comments skill handles exactly this: upload a review file to the chat or paste comments directly. Every comment is read verbatim, grouped into topics with frequency counts, and what many customers say is clearly separated from what only one person says.
What this skill does for you
- Source inventory: what each file contains, how many rows, and the date range; count opinions by star rating and by product.
- Assign each opinion a praise or complaint topic: quality, size and color (fashion), or scent and texture (cosmetics), whether it matches the photos, packaging, delivery, advice, and price. Mistakes and missing items on your side are separated from delays caused by the delivery provider.
- Count accurately for each topic and rank them by frequency, multiplied by severity: "will never buy again" carries more weight than "delivery was a little slow".
- Record the confidence level for each conclusion: High (stated by 5 or more customers), Medium, or Low (1–2 people), with 2–3 representative verbatim quotes.
- Suggest up to 5 things to improve: what to fix, whether it takes a lot or a little effort, and which number to check next month to see whether things have improved.
- Collect the customers' words: praise phrases they repeat and concerns before buying, such as "afraid it will feel greasy" or "afraid it won't fit", so you can write openings, ads, and product descriptions.
Assign the task with one message
"Please read the September–October Shopee reviews and tell me what customers complain about and praise most." (attach the Excel review file)
If the content column cannot be identified, you will be asked one question. If there are fewer than 10 opinions, or only star ratings with no text, this skill suggests 3–5 short questions for you to ask customers who have already bought.
What you receive
- Two Excel files in
y-kien-khach/: a detailed file (one opinion per row, with the topic and customer quote) and a summary file (Overview, Topics, By product, Actions, Customer words). The app asks before saving. - A chat summary: number of opinions read, average rating, the most common complaints and praise, and recommended actions.
Example: "Top complaint: packaging – 14 times (confidence: High) – 'the box was crushed on one corner'. Action: add shock protection for cream orders, then recount 1–2-star reviews mentioning the box next month."
What makes this skill different from a regular AI question
- It does not say "the majority" when only a few people say something. Every topic has a count and confidence level; opinions from 1–2 people are marked for further monitoring.
- Quotes are verbatim, not polished. They may only be shortened, with names and phone numbers replaced by
[name]and[phone number]. Account names, addresses, and order codes never leave the original file. - Counting is done by the app. Each opinion is saved to the detailed file, then the app counts by topic, so the topic totals match the number of opinions read.
- It identifies biased sources. Marketplace reviews tend to come from people who are very pleased or very upset, while complaint messages only contain bad experiences; conclusions clearly state this.
This is a good fit if
- Your product suddenly gets more 1–2-star reviews and you are not sure why.
- You are about to rewrite a product description or create a new ad and want to use the words customers actually say.
- You have just run a Google Form survey with hundreds of free-text responses.
- You provide services (spa, classes, house cleaning) and want to know what customers think about attitude, scheduling, and price.
What to prepare
- One of these is required: an opinion file (Excel/CSV exported from a marketplace, comments copied into Excel, survey results, or Word/PDF notes), or paste opinions into the chat, one opinion per line. This skill does not access marketplaces or Facebook to collect reviews.
- Helpful if available: whether you want to use the results to improve the product, collect wording for content, or both; and the product or date range to filter.
Outside the scope of this skill
- It does not reply to comments, publish posts, or message customers.
- It does not put praise in a post as a testimonial before you have asked the customer for permission; this skill only provides the words for you to rewrite.
- Draft replies to individual bad reviews → use Reply to Bad Reviews & Complaints.
- It does not calculate revenue or profit and loss → use Shop Business Analysis.
Use in Solo Agent
After buying, assign this skill to an existing AI staff member on your team, or create a new AI staff member to handle it. One AI staff member can have multiple skills; the assistant directs each request to the right person with the appropriate skill.
Often used together: Reply to Bad Reviews & Complaints · Make Content & Offers More Persuasive · Write Fanpage Posts
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Reply to bad reviews & complaints
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Customer care message sequences (Zalo, email, SMS)
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