Use mobile, email, SMS or kiosk-based requesting to meet customers where they are. Request reviews from every customer to build volume and increase ratings and rankings.
Requests include precautions to ensure compliance with laws and industry best practices, such as over-survey protection, SMS opt-in, and unsubscribe options. Review the following quick guides for information on compliance with particular regulations:
- Can SPAM Act
- General Data Protection Regulation (GDPR) ePrivacy
- Telephone Consumer Protection Act (TCPA)
- HIPAA Privacy
The Quick Request page allows you to send an email or SMS text message to one or more customers for a particular location. Messages use customizable templates and are invoked from within the platform.
You can also send conversational surveys through the Quick Request page if they are enabled for your account.
Use the Bulk Upload page to download a CSV template and compile your list of request recipients. Manually upload the file to the platform to send an email or SMS text message to multiple customers for one or more locations.
Review an error report for any requests that could not be sent upon upload completion.
Set up an automated integration with your CRM or external system, which uses real-time data via API (no file drop) or transactional data (file drop) via CSV over SFTP.
Reputation Mobile App
Send an SMS text message to one customers for a single location through the Reputation mobile app. Messages are customizable within the platform and are invoked by frontline employees from within the app (iOS | Android).
Log in using your platform credentials, via magic link, or single sign on connection. Choose the location for your request, and enter the customer’s full name and phone number to request reviews on the go.
The leaderboard allows you to rank locations (1 = highest) to determine top performers in number of requests sent. A leaderboard is a great way to engage your team by providing ongoing incentive for generating reviews. Access a version of the leaderboard in the Reputation mobile app to view top performers ranked by number of requests sent through the mobile app.
The Request Metrics page allows you to view aggregated metrics about the performance of review requests according to Received, Sent, Delivered, Opened, Clicked, and Click Through Ratio.
In addition to the top line filters, apply secondary filters by Date Range, Mode (SMS, Email, Kiosk), and Groupings.
The History page provides a log of each request sent, including Mode, Location, Template Name, Requester, To Email, To Phone, Status, Sites (sent and clicked), and Sent Date.
In addition to the top line filters, apply a secondary filter for Mode (SMS, Email, Kiosk).
The Templates page displays a list of templates to use in your request solicitations.
With the proper permissions, you can edit non-system templates, create new templates, and configure follow-up logic that determines secondary emails and SMS messages to automatically send if no response is given within a selected number of days.