How to Send Review Requests via WhatsApp

Sending Review Requests via WhatsApp

Using WhatsApp to request reviews is an effective method for collecting customer feedback directly through a familiar messaging channel. You can send these requests individually, in bulk, or automate them based on customer actions. This article explains how to set up and use this feature.

Prerequisites

Before you begin, you must have an active WhatsApp Business integration set up in your CRM. This requires subscribing to the service and linking your business phone number within the platform's settings.

Creating a Message Template

First, you need to prepare the message that will be sent to customers.

1. Navigate to the section of your CRM dedicated to WhatsApp Review Requests.
2. Create and customize your message. It's recommended to include your business name, a polite request for feedback, and the link to your chosen review platform (like Google or Facebook).
3. Save this as a template for repeated use.

Methods for Sending Requests

You can send review requests in three ways: to a single contact, to many contacts at once, or automatically through a workflow.

Send to a Single Contact

1. Go to the main Reviews area in your CRM.
2. Click the option to send a review request and select WhatsApp as the delivery method.
3. Choose the specific customer from your contacts.
4. Select your saved message template, confirm the details, and send it.

Send in Bulk

1. In the Reviews section, look for the option to upload a list of contacts via a CSV file.
2. Your file should contain customer details, at minimum their name and WhatsApp phone number.
3. When uploading, correctly map the columns from your file to the required CRM fields (e.g., mapping a "Phone" column to the WhatsApp number field).
4. Choose to send bulk review requests via WhatsApp, review a preview of the messages, and confirm the send.

Automate with a Workflow

For hands-off automation, you can trigger review requests to be sent via WhatsApp when a specific event occurs.

1. Create a new workflow or edit an existing one in your CRM's Workflows section.
2. Set a trigger event, such as when a purchase is marked complete.
3. Add an action to the workflow. Search for and select the "Send Review Request via WhatsApp" action.
4. Choose your pre-saved WhatsApp template. You can personalize it using dynamic placeholders like {Customer Name}.
5. Save and activate the workflow. It will now run automatically based on your trigger.

Best Practices

• Personalize: Using the customer's name in the message can improve engagement.
• Time it Right: Send the request shortly after a confirmed positive interaction with the customer.
• Follow Regulations: Always ensure you have proper consent to message customers on WhatsApp, adhering to platform terms and telecom regulations.