Using Multi-Channel Review Requests
What are Multi-Channel Review Requests?
Multi-Channel Review Requests is a feature that allows you to ask your customers for feedback by sending requests through multiple communication methods. Instead of relying on just one channel, you can send these requests via SMS, Email, and WhatsApp. This approach helps you connect with customers on the platforms they use most, which can significantly increase the number of reviews you collect.
Key Benefits
Using multiple channels for review requests offers several advantages for your business.
- Increased Response Rates: By reaching out on the customer's preferred channel, you make it easier and more convenient for them to leave a review.
- Personalized Outreach: You can tailor the message tone and content specifically for SMS, email, or WhatsApp to make each request feel more natural and engaging.
- Efficient Delivery: The system automatically uses the contact information you have available for each customer, streamlining the sending process.
- Actionable Insights: Track which channels are most effective at generating reviews, allowing you to focus your efforts and improve your strategy over time.
How to Send a Multi-Channel Review Request
Step 1: Access the Feature
Go to the Reviews area within your CRM dashboard. Look for and select the option to Send Review Request.
Step 2: Choose Your Channels
On the request setup page, you will see options to select SMS, Email, and WhatsApp. Check the boxes next to each channel you wish to use for this request. You can select one, two, or all three.
Step 3: Customize Your Message
For each channel you selected, a default message template will be provided. You can edit these messages. It's a good practice to personalize the text to match your brand's voice and to make sure it's appropriate for the specific channel (for example, keeping SMS messages concise).
Step 4: Verify Contact Information
The system will send requests based on the contact details you have for your customer. Ensure your contact records are up-to-date.
- SMS & WhatsApp: Require a valid phone number for the contact.
- Email: Requires a valid email address for the contact.
If a contact is missing the required information for a selected channel, the request will not be sent via that method.
Step 5: Send the Request
Review your message and selected channels. When you are ready, click the Send button to dispatch the review request to your customer.
Tracking and Reporting
After sending your requests, you can monitor their performance. The feature provides data to help you understand:
- Sent: The number of requests dispatched through each channel.
- Opened: How many recipients opened the message (primarily for email).
- Clicked: How many customers clicked on the review link included in your message.
Use these insights to see which communication methods are driving the most engagement and reviews, allowing you to refine your approach.
Frequently Asked Questions
Can I send requests through all three channels at once?
Yes. You can select SMS, Email, and WhatsApp simultaneously for a single review request campaign.
How do I know which channel performed the best?
Check the tracking data in the Reviews section. You can compare metrics like open rates and click-through rates for each channel used.
Can I write different messages for each channel?
Yes. When you customize the message during setup, you can edit the template for SMS, Email, and WhatsApp independently.
What if a contact doesn't have the right info for a channel I selected?
The system will only send the request via channels for which the contact has valid information. For example, if you select SMS but the contact has no phone number, the SMS request will not be sent, but an Email request would proceed if an email address is available.
Is there a limit to how many requests I can send?
Sending limits may depend on your specific CRM subscription plan. Please refer to your account settings or plan details for more information.