Setting Up Feedback/Reviews:

Setting up Feedback/Reviews

You can create different templates for sending your customers a request for a review. We have 2 pre-set templates in the system that you can use or edit, but you can also create your own.

The review templates allow you to:

Send clients a link to easily leave a Google, Yelp, Facebook, or customized third-party website review.
Customize the message you want to send your clients.
Set up pre-qualifying survey questions before the Review so that you can see how a customer will rate you on a public site.
Pre-qualify your customer's reviews by only sending them to public sites if they meet the required number of stars that you set.

You can send them individually to customers via the communication channel or attach them to be automatically sent out to your clients when you put them in a specific status.

Review setup:

Go to Templates on the left side menu. Then select the Feedback/Reviews tab at the top.

There are two reviews that come as default before any setup. The first one, “Prequalify & Google Review,” is designed to send a pre-qualifier to see how your customer is going to rate you on a public site such as Google. This pre-qualifier is a survey question that you can customize. You can also delete the pre-qualifier and just send them a link to Google, Facebook, Yelp, or a Third-Party Website.

You can edit the existing templates or create your own review template by clicking on the + New Survey Review button.

Let’s explore the “Prequalify & Google Review”, by clicking on the title. This will bring you into the 4 step process of setting up/editing the template.

1. This is the title of the Survey/Review. Make sure it is a description of which type of review, if you are going to have multiple.

2. This is the wording for the Text and Email Message that will be sent to your customer. You can insert Autofill Fields to customize the customer’s personal information.

3. Survey Questions (or Pre-qualifiers). There is one default Survey question, to modify it, just click on the Edit pencil and change the wording. We recommend keeping the questions short and sweet. Your customer will have 5 stars next to each question that they can fill in.

*You can add additional survey questions by selecting + ADD SURVEY QUESTION.

4. Ask for the Online Review. By default, we enter your Google Review Link to use. However, if you want to add Yelp, Facebook, or a Third-Party Website link just let us know and we can add it to your system as an option.

Further actions on this step:

Note: The default is set to Google, so if you want to change which review site your customer is sent to, hit the down arrow next to Google and select the proper one.
You can customize the number of stars you want from your customer in order to send the review link to them. By clicking on the required stars (highlighted above) the system will read the number of stars your customer entered from answering the survey question. So, for example, if they give you three or more stars, the review link will be given to them right after the survey questions. If they answer less than 3, we will wait 30 days to send the review link. That way, you will have a chance to reach out to them and see what they were unhappy about.
Every staff user will receive a copy of the survey questions from each customer that fills them out. However, if you would like a third party to also receive the survey results you can enter that in Step 4 as well. Note: Once a pre-qualified survey question is completed it will be saved under the customer's profile as a pdf.