Sending Review Requests

Asking your customers for specific feedback after their experience at your business is a great way to address any dissatisfaction before it's shared publicly, and also gives you a change to post positive feedback online to improve your reputation.

Sending your customers' review requests is as simple as sending a text message, and you can even automate the process.

Once your customer leaves a review, it will appear:

• In the Customer profile in the All activities tab in Kimoby;
• In the Reviews tab in the customer profile;
• On your Facebook and Google business pages if the review was public.

Quick Links

• Sending a Review Request
  • For a Private Review
  • For a Public Review (Facebook and Google)
• Automating Review Requests
• Automating Satisfaction Follow-Ups (CSI requests)
• Templates of Review Request Messages
  
  

Sending a Review Request

You have the choice to keep your reviews private, or make them public by sharing them on social media.

For Private Review

Private reviews allow your customers and contacts to rate, out of 10, how much they would recommend your business.

1. Select the Reviews tab on the left side of your screen.
2. Select Send review request. 
3. Enter your customer name or phone number.
4. Select a saved reply from the library to ask for a review.
5. To send the message, select Send. Your customer will receive the review request as a link in the text message.

When they tap the link, they will be redirected to a web page, where they can leave a private review. Once they complete the review, give them the opportunity to make more detailed comments.

For a Public Review

Depending on the Public page display strategy you've set up in your reviews settings, your customers will be able to leave Google or Facebook reviews. For example, you could have set a strategy of Display after private review if score over 9 (private review score). If a customer scores 9 or higher, they will be able to leave a review on your public pages. However, if they score lower than 9, they will only have the possibility to leave a private review. 

Automating Review Requests

Automating review requests will save you time in monitoring your customers' satisfaction levels. 

1. Select the Automations tab on the left of your screen.
2. Select New automation on the top left corner of your screen.

Choose name

1. Give your automation a name, for example, Review request. 
2. Select Review request: Send a review request with an automated message.
3. Select Next. 

Assign replies

1. Choose the user who will receive the automation's replies. 
2. Select Next.

Target customers

Rule 1:

• Category: Repair order closed
• Attribute: Last time
• Operator: Exactly
• Value: 1 day(s) ago
• Select Next.

Create message

1. Write the message you want to send with your automation. See the end of this section for a few examples you can cut and paste. 
2. You will see a preview of your message, and you can send a test to the phone number of your choice by selecting the Send test message to... box. 
3. Enter a valid cell phone number.
4. Select Test now.
5. In the box of the designated phone, you'll see the test message.
6. Select Next.

Set delivery time

1. Set the date and time for your automation. Your automation can be sent once a day when you choose, or every time a customer matches your automation rules within a specific timeframe (we recommend using your business hours).
2. Select Create.

Satisfaction follow-up (CSI)

Send automated survey requests one day after your customers' appointments. You'll be able to address issues quickly before they escalate and gain insights into what your team is doing well. 

1. Select the Automations tab on the left of your screen.
2. Select New automation on the top left corner of your screen.

Choose name

1. Give your automation a name, for example, Customer satisfaction follow-up (CSI).
2. Select General: Send an automated message based on your set of customized rules. 
3. Select Next.

Assign replies

1. Choose the user who will receive the automation's replies. 
2. Select the Emotion detection box if you want the system to automatically sort customer replies into positive and negative categories. This will help you identify service issues and prioritize follow-ups.
3. Select Next.

Target customers

Rule 1:

• Category: Repair order closed
• Attribute: Last time
• Operator: Exactly
• Value: 1 day(s) ago
• Select Next.

Create message

1. Write the message you want to send with your automation. See the end of this section for a few examples you can cut and paste.
2. You will see a preview of your message, and you can send a test to the phone number of your choice by selecting the Send test message to... box.
3. Enter a valid cell phone number.
4. Select Test now.
5. In the inbox of the designated phone, you will see the test message.
6. Select Next.

Set delivery time

1. Set the date and time for your automation. Your automation can be sent once a day when you choose, or every time a customer matches your automation rules within a specific timeframe (we recommend using your business hours).
2. Select Create.

Templates of Review Request Messages

Here are a few examples of messages that you can send to your customers to ask them to leave a review. 

Simply copy and paste the message into your conversations.

• Hello { customer.name }! At { company.name }, we want to make sure our customers are happy with their experience. We'd appreciate it if you could leave us a review by taping the link below. Thank you!
• Hello { customer.name }, How was your experience with us this week? We'd love to hear from you! Leave us a review and your comments by tapping the following link. Thank you! { company.name } 
• Hi { customer.name }, How did you find your overall experience at { company.name }? Let us know by tapping the link to leave a review. Thank you in advance! Have a great day.