Overview and best practice guide
The truth is, there’s no one size fits all approach to collecting customer feedback.
Every business is different.
This guide has been written broadly with the aim of helping any business get the most of Goodreviews from the get-go.
Customize your Review Request invitations
This guide does not cover how to setup your review invitation settings. Before sending out any invitations please ensure you have gone through our review settings.
💡 Pro tip: Send yourself a review invitation to make sure you are happy with the look and feel of your invitations.
A few notes about our systems
Deduplication
All invitations sent out will first go through our deduplication process.
Without getting too technical, this means that a customer who has received a review request before won’t receive another.
This means you don’t have to worry if you’ve accidentally included the same customer information twice, have sent them a review request before.
Follow-up Sequence
All email campaigns have a built-in email follow-up sequence. If your customer does not open their first review request within 7-days, they will receive a follow-up review request. We do this to increase the likelihood that you receive reviews.
Getting Reviews
Our simple, one-time setup options can have your reviews rolling in in just minutes. We will go through each feature and how to use it below.
Let’s get to it 👇
Step one: Launch your skyrocket campaign
You’ve served a lot of customers in your time. And we bet most of them didn’t leave you a review.
That’s a huge opportunity.
Log in to your Customer Relationship Management (CRM) platform and export a CSV list of customers from the previous 12 months.
Once you have your list send out a multiple review campaign.
Navigate to Collect reviews with an email campaign > Multiple Customers
If you need an extra hand and a deeper walkthrough you can read this article: Collect reviews from multiple customers with an email campaign
💡 By sending out a skyrocket campaign we usually see 25 new reviews
Step two: Set up your Square Integration (if you aren't using square you can skip this step).
If you are using our Square Integration, set it up by following these steps.
Then select when you would like us to trigger invoices on your behalf. This could be either through POS or Invoice. Follow these steps to set your trigger.
Step two: Set up your Automatic Review Requests
Automatic Review Requests (ARR) is an invitation method that can be used to automate the collection of service and product reviews.
You send an email to your customer after they’ve had an interaction with your business. If you include Goodreviews as a BCC on this email, it then serves as a trigger email that activates ARR and notifies us that we should send this customer a review invitation. Here's a breakdown:
1. Your customer makes a purchase or has a service experience with your business.
2. You send them a transactional email with your unique goodreviews email BCCd. This will trigger a separate email to be sent to Goodreviews, which notifies us to send a review invitation.
3. We'll queue an invitation to be sent. It will be delivered within 24 hours.
4. Your customer will receive the invitation, which allows them to write a review of their experience with your business.
The transactional email that you use to trigger ARR can be many things. Some examples include invoices, purchase orders or confirmations, receipts, welcome emails, support requests, shipping notifications, etc.
Place your unique goodreviews email where you feel a customer is most likely to leave you a review.
💡 Once you've successfully implemented your ARR system you will see reviews come in like clockwork.
Step three: Set up your link mode
With Link Mode, we give you a simple URL that automatically directs customers to a branded landing page to rate your business, provide feedback, and write a review.
With link mode, the sky really is the limit and you can see 7 great ways to use it here. We recommend you set some of these up that are most relevant to your business.
Some examples:
Create a QR code for customers to review your business and place on your business card and signage
SMS your links to customers either manually or through your 3rd party systems. Simply include the Link in your SMS messages when you message your customers.
If your business takes bookings, chances are you’ll be sending out plenty of communications through systems like SimplyBook, Bookeo, or Timely.
You can add a Link Mode URL into your existing booking journey such as adding it to ‘confirmation’, ‘thankyou’, or ‘book again’ emails.
Put it on your receipts or thankyou cards
Final thoughts
If you followed the above guide and implemented these features in a relevant way for your business we know you will succeed.
If you aren't using the ARR feature we recommend you log in at least monthly and send out a multiple review campaign.
Congratulations, you’ve now successfully set up and are rolling with Goodreviews.
