How to create a Get Reviews campaign within Reputation Manager

This handy guide clearly explains how to create a Get Reviews campaign.

Contents

1) Create or select a Get Reviews template

a) Select template
b) Create new template
c) General Settings
d) Email Settings
e) SMS Settings
f) Landing pages
g) Kiosk and Link Mode Settings

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 (shown below within the red box).

There are two ways to create / select a template, depending on whether you've created one before.

a) Select template

If you already have existing templates, you'll see a dropdown. Simply select the template you want to use for this campaign (you can choose 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. It's also possible to delete a template that is no longer required.

b) Create template

If you haven't created a template before, you must click on the green 'Get Started' button (shown below in the red box) that appears. 

If a template has already been created, but you'd like to make another one from scratch, you will also have the option to select the blue 'Create New Template' button (see the red box below).

c) General Settings

At the 'General Settings' section, you can start creating your campaign template.

Here, you can:

• Name your template
• Add your logo
• Select the review sites you want to direct users to
• Select your preferred NPS threshold score

Template name: Simply give your template a name, so you can reuse it for other locations (see below within the red box).

Upload Logo: 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, where 0 = terrible and 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 right-hand corner of the page.

d) Email Settings

Next up, 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 — by switching on the toggle shown within the red box.

Then, you'll see the following options to edit the email:

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

Email introductory text: This 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, while {{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: This optional section lets you input the email sign off, if needed. Again, you can use {{FirstName}} and {{BusinessName}} as a placeholder in your email text, where {{FirstName}} will be taken from the CSV file, and {{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' section — 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 blue 'Follow up email' button (see below in the red box):

This allows you to control the campaign's 'follow up email'. 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 in the same way 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 here, in our handy video guide: 

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 to be switched 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.

Please note: Credits will be deducted when the follow up messages are sent, so please make sure that 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 that appears 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 the NPS score they provided.

If you click the 'Edit mode' toggle, you will be able to customize your landing pages. Along the top are four 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 a customer gave a positive score, this is the first positive landing page that the customer will see — it shows them the NPS score that they gave. You can customize the text in 'Edit mode'. The feedback here is for internal information, so just for the business directly.

Checkbox: You can select the checkbox 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, and 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, where you can change and format the text — again, you'll see this dynamically change in the sample email on the left.

Landing pages background color: You can select the color of the background here, and 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 the review sites you will be selecting during the process within the preview on the right.

Thank you text: This is the main sentence within the landing page. Here, you can change and format the text — 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. Request 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 applied.

Thank you text: This is the main sentence on the landing page — here, you can change and format the text, which will dynamically change in the sample email on the left.

Follow-on text: This is the last sentence on the landing page — here, you can change and format the text, which will 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 these 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 on the landing page — here, you can change and format the text, which will dynamically change in the sample email on the left.

g) Kiosk and Link Mode Settings

The next options are to edit 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 simply click the 'Save Template' button in the bottom right-hand corner — 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, and it will 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.

Checkbox: You can select the checkbox option to give people the opportunity 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 page tab

Email subject: You can use {{FirstName}} and {{BusinessName}} as a placeholder in your email subject text, where {{FirstName}} will output the customer's first name, and {{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 within the template email on the right.

Email body text: The main part of the email text that you can customize. You are only able to 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 time after the customer has left positive feedback, they'll 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, where {{FirstName}} will output the customer's first name, and {{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 change within the template email on the right.

Email body text: The main part of the email text that you can customize. You are only able to 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 time 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 to 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 customer's first name, while {{BusinessName}} will be taken from 'Reputation Manager' report settings.

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

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

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

Saving your template: Simply click the 'Save Template' button in 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 campaign's review sites — these will appear in all the landing pages / emails you have set up to drive the customer to leave a review. You can select up to thee sites here.