You have the option to enable a review request follow-up to target customers who did not leave a review after the initial email, in order to increase your collection rate.
- Only customers who did not leave a review after the initial email will be eligible for the follow-up.
- It is not possible to follow up with the same customer multiple times for the same order!
- If the product review request is delayed, we avoid sending a follow-up, as the customer will already receive two requests: one for a brand review and another for a product review. Consequently, the system detects the scheduling of a product review email, which prevents the planned follow-up from being sent. (This rule does not apply if you use the FTP method for automatic retrieval of your orders. The scheduling of the product review does not restrict the sending of the follow-up.)
- The customer has 3 months to submit a review after the email request is sent. After this period, the form will no longer be active.
Procedure
The procedure to activate and configure the review request follow-up depends on your account version (legacy version or new version).
> Click on the category that corresponds to your menu:
✨ New Version |
🖥️ Historical Version |
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✨ New Version
- From the left sidebar menu, click on
Collect Reviews, then click Configuration
- In the Advanced Settings tab, you'll find the review request follow-up
- Enable the toggle
- Choose the delay before the follow-up in number of days
- Click Save at the top right of your screen
🖥️ Historical Version
- Go to the left sidebar menu
Account Management, then My Account
- In the Time Before Follow-Up Request section, choose your preferred delay from the dropdown list
Best Practices
- Consider the commercial pressure to avoid over-solicitation: include the follow-up email in a CRM scenario, just like other marketing emails (newsletters, auto-emails, etc.)
- Consider product usage to plan the follow-up email in a relevant customer solicitation scheme: the post-purchase/post-experience follow-up delay should be reasonable to ensure appropriate customer feedback. The customer’s experience should remain “fresh” for them to submit a coherent review based on their satisfaction.
- Measure the effectiveness of the follow-up email by monitoring the evolution of the collection rate: adjust the email sending date based on the results to find an optimal follow-up pattern.
View the list of customers who received the follow-up
You can view the list of customers who received the second review request email, along with its reception date.
✨ New Version
- From the left sidebar menu, click on
Collect Reviews, then click on Review Request Follow-Up
- From the Request Status filter available on the left side of your screen, select Follow-Up
🖥️ Historical Version
- From the left sidebar menu, click on
Collect Reviews, then on Reporting - Review Requests
- Click on Statistics by Filter. The Follow-Up filter allows you to list review requests sent again within a selected period.
- Click on Filter at the bottom right of the page
- You will then find the follow-up review requests in the Sent column
- The first date in the Sent column corresponds to the date of the first email, and the second date corresponds to the date of the second email.
If the Read column is empty, it means the customer has not opened the email.