How do you automate feedback and reviews from customers?

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The best way to do it is setup an email flow. Doing it with Post-Purchase flow is one of the best flows to do it since people get to buy your products which means they experienced using it. And one of the best times to ask customers in giving their feedback and have a review about your brand is when they actually buy from you.

There are lots of Email Service Providers that use triggers in order to send emails. These are the so called `automations` that help business to improve their communications with their clients or prospects.

To automate feedback and reviews from customers, we implement a systematic approach leveraging advanced CRM tools. We utilize automated email campaigns triggered at strategic touchpoints in the customer journey, seeking feedback on their experience. Additionally, we integrate feedback forms directly into our digital platforms, making it convenient for customers to share their thoughts. To enhance response rates, we often incentivize participation. Furthermore, sentiment analysis tools help us categorize and analyze feedback efficiently. Continuous refinement of our automated feedback process ensures a streamlined and valuable feedback loop, contributing to our commitment to customer satisfaction and service improvement.

Klaviyo is a highly recommended tool for e-commerce. It's user-friendly and dynamic with plenty of functions. Especially, the integration with Shopify is very good.

Feedback and reviews are indirect revenues streams meaning that reviews can push us upper in various charts and marketplaces while feedback can tell us what we can improve in our business to even get more business. So, here, the open/clicks can be used to see if people really understand what those emails ask them but what really matters are the forms filled by recipients on the landing page.

Objetivos comunes incluyen mejora de la satisfacción, reputación online y retención. Métricas típicas son tasa de apertura, respuesta, puntuación de comentarios y valor del cliente. Estos datos proporcionan información valiosa.

I have always maintained that feedback, reviews and testimonials help the sales department. They only work if they are collected "at the right time", and this is where marketing automation comes in handy. Precisely identifying a click to activate a specific email flow is essential. Therefore the most important metric that activates collection strategies is the click through rate. Another important fact is to identify the interruption points in filling out the survey to stimulate the user to complete (completion rate).

Define the time period in which someone would experience your product. The review request comes later in the journey, post-onboarding communications. I would recommend sending it at about 3 to 7 days post-product arrival when someone has experienced the benefits of your product. I recommend split testing the time delay to see the engagement and also the quality of the outputs. Make sure instructions are clear in how people provide feedback and ideally tie to a loyalty program, where people are rewarded for their behaviour.

There are multiple ways to do this. You can prequalify your customers by asking if they’re satisfied with their purchase, and exclude unsatisfied customers from your review request. If you want to push people into a UGC flow or ambassador program, you can segment out people who left the highest rated reviews and send the UGC and ambassador follow ups to only those people. But as always, there are different ways you can test and see what works.

Ajusta tus mensajes según el comportamiento, preferencias y características de tu audiencia para aumentar las respuestas positivas. Considera historial de compras, ciclo de vida, preferencias y más.

Depending on user action the feedback & review request should be adapted so it would be like a human, familiar and common sense ask.

Segment your customer base based on factors like purchase history, demographics, or engagement level to deliver targeted feedback requests that resonate with each group. Personalize your messaging and survey questions to make them more relevant and increase the likelihood of participation.

For physical products, it's important to consider the time it takes for shipping… and how long it may take for the customer to actually use the product before requesting feedback. The last thing you want to do is start asking customers how they like a product they haven’t even received yet. (Yes, this happens)

First of all, keep it crisp because customers are busy. Personalize the emails and use clear yet compelling subject lines. The email content MUST be benefit-oriented, and explain why their feedback is valuable. Offer multiple ways to respond (a short survey, open-ended, or a link to a review site.) Lastly, incentivize your audience. Consider a small reward (discount) to boost response rates. And before you hit the Send button, test your email with a small group. Post sending, track open rates, CTRs, and completion rates to see if that resonated with your audience. If not, you have to optimize again, based on data and latest trends.

All automated or bulk emails should be tested in production conditions. Otherwise you risk to send hundreds or thousand broken/misspelled emails

Al crear y probar el contenido del correo electrónico para tus campañas de comentarios y reseñas, asegúrate de que sea claro, persuasivo y personalizado. Utiliza un asunto atractivo, un saludo personalizado, una razón específica para solicitar retroalimentación y una llamada a la acción clara. Prueba y ajusta el contenido según el tiempo, la frecuencia, el tono y el diseño para obtener mejores resultados.

The way you craft your content to request reviews matters too. You need to encourage them to give reviews because a lot of people are lazy to respond to emails especially if it's not going to be of any benefit to them. So what to do is, either you offer a discount for their next purchase or you offer something interesting. I have seen a brand that offers to give their customers a shout-out on their social media pages

Develop compelling email content that encourages recipients to provide feedback or leave reviews. Use persuasive language, clear CTAs, and incentives if applicable to motivate action. A/B test different subject lines, email designs, and messaging variations to identify the most effective approaches for driving engagement.

What if customers give bad feedback? Firstly, their feedback should be tracked and stored as a property/ member attribute. Secondly, I recommend implementing the point system that allows for segmenting users based on the ratings they give. For example, poor (1-4), medium (5-7), good (8-10) rating. Each segment should receive different follow-up communication.

Open and Click rates will tell us if recipients understand what is our email about. The conversion (sent feedback) rates will tell us if our form is too long or difficult to understand

Beyond open rate and click rate, you should keep an eye on the actual feedback elicited by your review automation. The reviews provide important qualitative data you can use to analyze your results and optimize your automation. For example, one of the most common challenges I see is a review automation that triggers before the customer receives the product. ^^ This is a suboptimal customer experience and one that’s likely to make your customers upset. And you’ll hear about it in the reviews submitted. If you see reviews mentioning that the reviewer hasn’t received the product, you likely need to adjust your automation trigger, cadence… or both.

A healthy click rate is anything over 5%, open rate should be over 50% and a submit rate of 1%. You can boost those by adding incentives only if necessary. The biggest impact would be made based on product quality and timing tests.

Show the impact of the users' feedback you received. After performing feedback and review automation, another important thing to consider is to keep your customers engaged with your polls and surveys. And giving them an understanding of how their responses influence your business is the best way to do so. Add some informative content on the result of the previous feedback-collecting campaigns before organizing a new one, and show the benefits it brought to you and your audience. Consider adding some incentives as an appreciation gesture to your polls and survey emails.

Streamline your feedback process to encourage customer participation. Keep it simple and user-friendly by asking clear, concise questions. Explain how their feedback directly impacts their experience with your product or service, highlighting that their input helps you improve offerings for them in the future. To further incentivize participation, consider offering rewards such as discounts, exclusive content, or entry into a prize draw. Ensure these incentives are valuable and relevant to your customers, increasing the likelihood of their engagement.

Collecting an effective testimonial that helps you sell to new potential customers is not easy. It all starts with how the questions are set (few and with non-binding answers). If the answers convey "true and real emotions" they are effective. Example of INEFFECTIVE testimony: - "order arrived all right" Example of EFFECTIVE testimony: - "order arrived ahead of schedule with protected packaging, and I found an unexpected gift and a discount voucher for my next order"

Consider skipping people who recently left a review (in the last 30 days) so that those two different journeys don't overlap and split by number of orders. A 2nd or a 3rd time order might be more relevant in a community, rather than in private as it will most likely be positive one too.

What you DO with customer feedback is as important as collecting it. It's what drives more $$. Here's how I'd approach the entire funnel: 1. Create incentivisation plan (what do customers get for reviews?) 2. Capture feedback in post-purchase (use Klaviyo Reviews, Judge, Okendo) 3. Tag customers by sentiment: ↳ Positive Feedback (Promoters) with a score of 9-10 ↳ Neutral Feedback (Passives) with a score of 7-8 ↳ Negative Feedback (Detractors) with a score of 0-6 4. Automate followups: ↳ Promoters: thank-you, loyalty rewards, requests for UGC. ↳ Passives: surveys or special offers. ↳ Detractors: address issues, offer support. Happy sending - feedback is crucial.