You can send review requests to your customers by adding their contact information to your ReviewPoint contact list. Once their information has been submitted, they’ll be automatically added to 1 of 3 campaigns depending on how you added the contact.
NOTE
A “campaign” is a set of rules that direct how and when a review request is sent. Different campaigns have different rules and delays for successfully requesting reviews from different types of customers.
The three types of campaigns:
1. Active Customer Campaign (standard): To send a review request after a preset delay based on your industry. This type of campaign will make sure that your customer receives the review request once they’ve had enough time to get value from your product or service.
For example, if you’re a house painter, you wouldn’t want to send a review request to a client immediately after finishing painting because they won’t have had enough time to enjoy the amazing paint job and it might still strongly smell of paint. Instead, you’d likely want to request a review a week after you complete the job, once the customer has gotten value out of your product or service.
This is the most common way to use ReviewPoint and is generally how most customer contact information should be added.
2. Old Customer Drip Campaign: To limit the number of review requests you send out per day when uploading a large contact list of old customers. This type of campaign will help encourage review websites not to flag your profile or remove any new reviews.
For example, if you only had 5 online reviews and a customer contact list of 500 customers. You wouldn’t want to send out all 500 review requests at the same time because that could result in you going from 5 all-time online reviews to 100 online reviews in 1 day. If you spread out your review requests, review websites won’t flag your page as potentially suspicious.
3. Immediate Campaign: To send a review request immediately after adding the contact. This type of campaign can be useful when you have already talked to a customer about leaving you a review and they’re ready to post the positive review as soon as possible.
How to request a review for each type of campaign
Active Customer Campaign (standard)
There are 2 ways to create a contact and request reviews from customers using the standard, Active Customer Campaign: using the ReviewPoint application and using the Google Sheets integration.
1. Using the ReviewPoint Application
Navigate to the contacts page by selecting the Contacts icon in the navigation bar on the left.
Then select [+ Create Contact].
Input all available contact information for the customer you’d like to send a review request to.
NOTE
At a minimum, input a phone number or email to send a review request. Since your default template uses the customer’s first name in the message, we also recommend adding the contact’s first name but it will default to saying “ Hi there,” if there’s no first name available.
After double-checking the contact information to make sure it’s accurate, select [✓ Submit ]. This customer will be added to the Active Customer Campaign and a review request will be sent to them after the preset time delay.
2. Using the Google Sheets integration
Navigate to the contacts page by selecting the Contacts icon in the navigation bar on the left.
Then select [Contact Sheet].
Input all available contact information for the customer you’d like to send a review request to.
NOTE
At a minimum, input a phone number or email to send a review request. Since your default template uses the customer’s first name in the message, we also recommend adding the contact’s first name but it will default to saying “ Hi there,” if there’s no first name available.
Once typed into Google Sheets, our integration will automatically add this contact to your ReviewPoint contact list, add them to the Active Customer Campaign and a review request will be sent to them after the preset time delay.
CAUTION
Be sure to input all contact information at the same time. If you only input the customer’s phone number, step away, and then come back to add the email, our integration will have already added the customer’s contact information to your ReviewPoint contact list with only the phone number. While the email will be added to the contact list, the customer will have already been added to a campaign and so they will only receive a review request via text message instead of text message AND email.
Old Customer Drip Campaign
When requesting reviews from a large list of old customers, it’s important to limit the number of review requests you send per day. Drip campaigns are used to send review requests to a large group of customers over a period of time.
Navigate to the contacts page by selecting the Contacts icon in the navigation bar on the left.
Then select [☁︎ Import Contact].
Then select [☁︎ Download Sample File].
Now, open the downloaded ‘sample-contact.csv’ file. From here, you can either add all of your contact information into the Sample File or reorganize your contact list to have the same categories and be in the same order as the sample file.
Remember to save your .csv file after editing it!
NOTE
Be sure that whatever file you upload is a .csv and has the exact same columns, with the same names, in the same order as the Sample File. If they don’t, the bulk upload will not work. If you have any questions about this, please contact your review manager or contact support.
Navigate back to the ReviewPoint web application and select [Import Contacts].
Choose the .csv file that you just created and then select ‘Open’. If you’re on something other than a Mac, just follow the instructions to choose your .csv file.
Select [✓ Save]. These customers will now be added to the Old Customer Drip Campaign and review requests will begin to be sent out over time.
If you have questions about how many review requests will go out or how far into a campaign you are, please contact your review manager or contact support.
Immediate Campaign
It can sometimes be helpful to send out a review request to a happy customer immediately.
Select [+ Request New Review] from the home page.
Input all available contact information for the customer you’d like to send a review request to.
NOTE
At a minimum, input a phone number or email to send a review request. Since your default template uses the customer’s first name in the message, we also recommend adding the contact’s first name by click the ‘Optional Fields:’ drop down menu. If you don’t add a first name, the review request will default to saying “ Hi there,”.
Click the Select Campaign… dropdown menu and choose the associated Immediate Campaign option.
- If you have both their email and phone number, choose SMS & Email.
- If you only have their email, choose Email Only.
- If you only have their phone number, choose SMS only
Be sure that the Delay is set to No Delay.
TIP
You can configure this delay for as long as you’d like from the pre-set options. For an immediate review request though, be sure it’s set to No Delay.
After double-checking the contact information to make sure it’s accurate, select [◘ Save]. This customer will be added to the Active Customer Campaign and a review request will be sent to them after the preset time delay.
