In this guide, we’ll be explaining how to create a Get Reviews campaign.

Contents

1) Create or select a Get Reviews template

2) Select review sites

3) Send Campaigns

4) Get Request URLs 

1) Create or select a Get Reviews template

Click the Get Reviews tab on your Reputation Manager report.

There are two ways to create/select a template, depending on whether you already have created a template or not.

 a. Select template

If you already have existing templates you will see a dropdown. Select the template you want to use for this campaign. You can select the existing template from the dropdown. If you select 'Duplicate' from the dropdown you can either duplicate the template (and then make edits) or edit that existing one. you can also delete a template you no longer need.

   b. Create template

If you have not created a template before then you will see the 'Get Started' button which you need to click. If you have already created a template, but want to make another one from scratch you will also have the option to select the 'Create New Template' button.

c. General settings

You are taken to a 'General Settings' section to start creating your campaign template.

Here you can name your template, add your logo and select the review sites you want to direct users to, as well as select the NPS score.

Template name: Here you can give the template a name so you can reuse it for other locations.

Upload Logo: Here you can click on the 'Add Files' button to upload a picture of your logo. Or simply drag files into the box. If no logo is uploaded, we will display the business name instead.

NPS Slider

Next you'll see the NPS Slider under 'Set your Feedback (NPS) Score'.

When we contact customers to ask them to review the business, they can select a feedback score (0-10: 0 = terrible; 10 = amazing).

We use the NPS (Net Promoter Score) approach for determining customer satisfaction.

Use the slider to set what’s considered a ‘positive score’ threshold for the location. This will be used to differentiate between a 'Promoter' and a 'Detractor' when setting up your campaign.

Once you are happy with the settings on this page click 'Next' in the bottom of right hand corner of the page.

   e. Email Settings

Next you'll see the email settings page where you can draft up the email messages to prompt people to review this location.

On the right hand side you'll see a preview of what your email will look like using the current settings. If you want to edit the email text or settings please switch to Edit mode as illustrated below.

Then you'll see edit options to edit the email.

Email Subject: Here you can input your own wording for the subject of the email. You can use {{BusinessName}} as a placeholder in your email subject. The {{BusinessName}} will be taken from the ‘Reviews & Ratings’ report settings.

Email Introductory text: Here is the edit box for the email. You can use {{FirstName}} and {{BusinessName}} as a placeholder in your email text. The {{FirstName}} will be taken from the CSV file and populated. {{BusinessName}} will be taken from ‘Reviews & Ratings’ report settings. You also have basic formatting abilities such as bold, italic, bullet points, hyperlinks etc.

Email sign-off text: Here you can input the email sign off if needed. (this is optional) Again you can use {{FirstName}} and {{BusinessName}} as a placeholder in your email text. {{FirstName}} will be taken from the CSV file. {{BusinessName}} will be taken from ‘Reviews & Ratings’ report settings. You also have basic formatting abilities such as bold, italic, bullet points, hyperlinks etc.

Next is the 'Legal Content'. This information is required to be displayed in the email footer as part of our Terms and Conditions that are enforced by anti-spam law. You must include your contact information inside every email campaign that you send, including a physical mailing address or PO Box where you can receive mail. (Not a website or email address)

On this page you will also find the 'Follow up email' button

This allows you to control the Follow Up email of the campaign. Here you can enable it by clicking on the 'Enable follow up email' toggle. If you wish to edit the follow up email click the 'Edit mode' toggle.

You can edit the email the same as outlined above.

e. SMS Settings

Next you'll see the SMS settings page where you can customize your SMS campaigns. 

See how it works: 

SMS Tab: In the preview pane, you’ll see an example of how your SMS will look to the recipient. You can toggle edit mode on if you’d like to customize the text, but keep in mind that only 115 characters are available for each message.

If you enable ‘follow up’ messages, these will be scheduled and sent out after 72 hours to contacts who didn’t respond to the first message. Credits will be deducted when the follow up messages are sent, so please make sure you have enough credits on account.

SMS text: Here is where you can edit the body of your SMS, use {{FirstName}} and {{BusinessName}} as a placeholder in your email text. {{FirstName}} will be taken from the contact/s that you upload when you’re ready to send the campaign. Business Name will be taken from report settings.

Ratings tab: On this page you can customize the introductory text on the landing page, which the user will be taken to once they have clicked the shortlink. 

f. Landing pages

After a contact has selected a score for the business, they will be directed to either a ‘Positive score’ landing page or a ‘Negative score’ landing page depending on their NPS score given.

If you click the 'Edit Mode' toggle. You will be able to customize your landing pages. Along the top are 4 buttons where you can individually edit your positive and negative landing pages. See below for more information on each.

Edit mode for Positive Landing Page 1

If customer gave a positive score this is the first positive landing page the customer will see. It shows them the score they gave from the email NPS score. You can customize the text in 'Edit Mode'. The feedback here is for internal information, so just for the business directly.

Check box: You can select in the check box to give people the option to write a review for your website - This is an additional option displayed on the landing page where people leave feedback about your business.  

Feedback score test: This is the text for the first sentence in the landing page. Here you can change and format the text, you'll see this dynamically change in the sample landing page on the left.

Thank you text: This is the last sentence in the landing page. Here you can change and format the text, you'll see this dynamically change in the sample email on the left.

Landing pages background color: Here you select the color of the background - You'll see this dynamically change as you try different colors.

Edit mode for Positive Landing Page 2

This is the second landing page. You will see in the preview on the right the review sites you will be selecting during the process.

Thank you text: This is the main sentence within the landing page. Here you can change and format the text, and you'll see this dynamically change in the sample email on the left.

Edit mode Negative Landing Page 1

People who give a negative score are asked to provide feedback on the first of the two Negative Score Landing Pages. They are then asked to write a public review on the second Negative Score Landing Page. Requesting the review sites you will be selecting before you can import contacts.

On the right you can see a preview of what your Negative Score Landing Page will look like with the current settings.

Thank you text: This is the main sentence in the landing page. Here you can change and format the text, and you'll see this dynamically change in the sample email on the left.

Follow-on text:This is the last sentence in the landing page. Here you can change and format the text, and you'll see this dynamically change in the sample email on the left.

Edit mode for Negative Landing Page 2

This landing page is for customers who are asked to write a public review on the sites of your choice. You will be able to engage with the customers and ensure them that their feedback will be taken seriously.  

Enable Voucher: Here you enable the toggle to allow the input of a voucher code.

Thank you text: This is the main sentence in the landing page. Here you can change and format the text, and you'll see this dynamically change in the sample email on the left.

   g. Link & Kiosk mode settings

The next options are editing the Kiosk Mode - this allows you to request feedback from your customers on a dedicated web page, which you can present to them in person or through other customer communications.

This is ideal for restaurants, medical offices, handymen and any other business that involves working and interacting with customers in person. If you do not wish to use this then click 'Save Template' button at the bottom right hand corner to save the template. You can always come back and edit the template if you decide to use Kiosk mode at a later date. If you click the 'Edit Mode' toggle. You will be able to customize your kiosk landing pages.

Rating Page tab

Edit mode for Rating page Introductory text: This is the question you want to ask the customer - You'll see it change dynamically in the template example on the right hand side.

Edit mode for Feedback page: After a customer has selected a score for the business, they will be asked to provide their feedback followed by their name and email address.

Introductory text: This is the question you want to ask the customer- you'll see it change dynamically in the template example on the right hand side.

Check box: You can select the option in the check box to give people the option to write a review for your website site - This is an additional option displayed on the landing page where people leave feedback about your business. 

Feedback page tab

Email subject: You can use {{FirstName}} and {{BusinessName}} as a placeholder in your email subject text. {{FirstName}} will output the customers first name. {{BusinessName}} will be taken from ‘Reputation Manager’ report settings.

Email introductory text:This is the first sentence of the email, you'll see it change dynamically on the template email on the right.

Email body text: This is the main part of the email text you can customize here. You can only edit the text here and it will pull in the review sites you have selected.

Positive feedback step tab

Edit Mode for Positive feedback email: A short while after the customer has left positive feedback, they will receive an email from no-reply@customfeedback.com asking them to write a public review on at least one of your preferred review sites.

You can only edit the text here and it will pull in the review sites you have selected.

Email subject: You can use {{FirstName}} and {{BusinessName}} as a placeholder in your email subject text. {{FirstName}} will output the customers first name. {{BusinessName}} will be taken from ‘Reputation Manager’ report settings.

Email introductory text:This is the first sentence of the email, you'll see it change dynamically on the template email on the right.

Email body text: This is the main part of the email text you can customize here. You can only edit the text here and it will pull in the review sites you have selected.

Negative Feedback step tab

Edit mode Negative feedback email: If the customer has left negative feedback, they will receive an email from no-reply@customfeedback.com a short while after doing so, asking them to write a public review on one of your preferred review sites.

You can only edit the text here and it will pull in the review sites you have selected.

In the content of this ‘Negative feedback’ email, you have the opportunity to engage with the customer and ensure that their feedback will be taken seriously, potentially also providing a way to resolve the issue that doesn’t result in a negative review.

Email subject: You can use {{FirstName}} and {{BusinessName}} as a placeholder in your email subject text. {{FirstName}} will output the customers first name. {{BusinessName}} will be taken from ‘Reputation Manager’ report settings.

Email introductory text:This is the first sentence of the email, you'll see it change dynamically on the template email on the right.

Email body text: This is the main part of the email text you can customize here.

Enable Voucher: Here you enable the toggle to allow you to input a voucher code.

Saving your template Click 'Save Template' button at the bottom right hand corner to save your Get Reviews template.

2) Select Review Sites

Click on the 'Select Review Sites' button to choose your review sites for your campaign. This will appear in all the landing pages/emails you have set up to drive the customer to leave a review.