Sending Review and Feedback Requests

You can use the platform to ask clients for their feedback in four different ways.

Instant Feedback Request

This is the easiest. Click the + icon on the menu and choose Feedback Request. If you’re on the dashboard, you can also use the gold ‘Send a Feedback Request’ button.

Enter the names or mobile numbers of your customers and a request will be sent straightaway. You can choose which templates and landing pages are used by default in your account settings ( Admin > Settings > Instant Review Requests).

+ Pros
Quick and easy to use. Great if you have the customer with you and they’re ready to give you a review on the spot.

- Cons
Only one message is sent to the customer, and you don’t have the option of follow up campaigns based on their satisfaction.

Campaigns

Campaigns give you a way to combine SMS and Email feedback requests to increase your feedback response conversion rate.

Before using campaigns, you need to ensure that you have a campaign attached to the location you intend to add your customers to. To do this, head to Campaigns, choose the campaign you want to send and scroll to the bottom of the page. From here, you can check if a campaign is attached to a location, or add it if it isn’t.

To send a review / feedback request, you need to add one or more customers to the campaign. To do this, click the + icon on the menu and choose Add Customer.

If you want to upload multiple customers from a CSV file, click ‘ Upload customers from a CSV’ and follow the prompts. 

Once you’ve added your customer(s), messages will be sent according to your campaign settings. If you’re adding a single customer, you’ll be given the option to see their details, in addition to seeing what time any messages you have scheduled are due to be sent.

+ Pros
Campaigns are great if you have a regular or ongoing need to request feedback, or you wish to take advantage of multiple ‘smart’ requests over both SMS and email. You can also chain campaigns together to create automated sequences that change based on the customer's satisfaction with the company.   

- Cons
Adding customers to campaigns is more time consuming than sending an instant request, especially for people working out in the field on mobile devices. Also, depending on your campaign settings, the customer may not receive a message straight away.

Static Feedback Pages

Every location has both static feedback pages and kiosk pages.

Static feedback pages give you a link that always stays the same that you can use to generate feedback for a location. This is the same as the feedback pages that your customers land on when you send a request by email or sms, but without the individual customer tracking.

To find a location’s static feedback link, head to Locations > Location Setup > {{choose your location }} and the link will be at the bottom of the Location Details tab.

+ Pros
Static links are ideal if you want to include a link on your website, in your literature or in your email signature. 

- Cons
Customers won’t be asked for their details unless they leave negative feedback, so any positive feedback left though a static link won’t have customer's details attached to it.

Kiosk Pages

Kiosk pages gives anyone with a location visited by customers the opportunity to collect more feedback. In addition to generating more reviews, this also has the added bonus of helping you capture email addresses and cell numbers to build a mailing list, if you have permission to contact that customer.

To start, you need to create Kiosk Page template which you can do by heading to Campaigns > Feedback Pages and clicking the New Kiosk Page button. Kiosk pages work in a similar way to feedback pages, but have a few extra options.

Once you’ve created a template, head to Locations > Location Setup > {{choose your location }} and the link will be at the bottom of the Location Details tab.

+ Pros
Feedback pages are ideal to run on a tablet in a reception of a surgery or office, or at the checkout of a retail store.

- Cons
Kiosk pages are obviously not the right solution if you don’t have direct real-world contact with the customer.