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⭐ Automated Review Requests

Collect more reviews by automatically requesting feedback after successful repairs.

Why Automate Reviews?​

Reviews are essential for:

  • Building trust with new customers
  • Improving search rankings
  • Getting honest feedback
  • Growing your reputation

Automation ensures you never forget to ask.

Setting Up Review Requests​

  1. Go to Settings → Locations
  2. Select your location
  3. Enter your Google Review URL (or other platform)
  4. Save
  1. Search for your business on Google
  2. Click your business profile
  3. Click "Write a review"
  4. Copy the URL from the address bar

Or use the Google Place ID format:

https://search.google.com/local/writereview?placeid=YOUR_PLACE_ID

Step 2: Create Review Workflow​

Create a workflow specifically for review requests:

Basic Review Request:

Name: Review Request
Trigger: Manual (or auto on order complete)

Initial Action:
  Type: Send Email
  Subject: How did we do?
  Body:
    Hi {{customer_name}},

    Thank you for choosing {{company_name}}!

    We hope you're happy with your {{device_brand}} repair.
    We'd really appreciate it if you could leave us a review:

    [Leave a Review]({{review_link}})

    Your feedback helps us improve and helps others
    find reliable repair services.

    Thank you!
    The {{company_name}} Team

Step 3: Add a Follow-Up​

For customers who don't review immediately:

Stage 1:
  Delay: 5 days
  Action: Send Email
  Subject: A quick favour?
  Body:
    Hi {{customer_name}},

    We noticed you haven't had a chance to leave us a review yet.

    If you were happy with our service, we'd be grateful if
    you could take a minute to share your experience:

    [Leave a Review]({{review_link}})

    If there was anything we could have done better,
    please let us know - we're always looking to improve!

    Thanks again,
    {{company_name}}

When to Request Reviews​

Good Timing​

  • ✅ After device collected (customer has it back)
  • ✅ Few hours after collection (fresh in mind)
  • ✅ Morning emails (better open rates)

Bad Timing​

  • ❌ Before repair is complete
  • ❌ Late night sends
  • ❌ Too soon after collection (feels pushy)
  • ❌ Multiple times in one day

Multi-Platform Reviews​

If you want reviews on multiple platforms:

Option 1: Rotate Platforms

  • Week 1: Google
  • Week 2: Facebook
  • Week 3: Trustpilot

Option 2: Choice Email

Leave us a review on your preferred platform:

- [Google Reviews]({{google_review_link}})
- [Facebook]({{facebook_link}})
- [Trustpilot]({{trustpilot_link}})

Monitoring Review Requests​

Track Sent Requests​

  1. Go to Enquiries → Workflows
  2. Filter by "Review Request"
  3. See all executions and statuses

Review Conversion​

Track how many review requests result in reviews:

  • Check your review platforms regularly
  • Compare timing with request sends
  • Adjust workflow timing based on results

Handling Negative Feedback​

If a customer complains instead of reviewing:

  1. Workflow pauses (on reply setting)
  2. You're notified of the reply
  3. Address the issue personally
  4. Resolve before requesting review again

Best Practices​

Email Tips​

  • Keep it short and friendly
  • Make the review link prominent
  • Express genuine appreciation
  • Don't sound desperate

Timing Tips​

  • 2-4 hours after collection is ideal
  • Avoid weekends (lower open rates)
  • Don't follow up more than twice

Compliance​

  • Respect unsubscribe requests
  • Don't incentivise reviews (against platform policies)
  • Accept negative reviews gracefully

Next Steps​