Review requests are designed to be a quick and easy task from within the admin dashboard or employee app. Insights received from reviews can help supercharge productivity and increase quality of service of team members as they can be rewarded for a job well done.
Reviews can also provide valuable information on any performance issues that need to be addressed or service issues that can be modified.
Customizing Review Requests
Review requests are sent as a template and are not customizable at this time but coming soon!
How to Request a Review
Currently, there are two ways to request a review from a customer:
Send an email or text from the admin dashboard
Send an email or text via the employee app immediately after a service.
Request Review from Dashboard
We recommend office staff and admins send review requests from the dashboard on behalf of your service staff. If you are utilizing our Rewards feature, team members will get points for sending the request but not be awarded points for any review left unless you add yourself to the employees list when sending the request.
Log into the ReviewBuzz dashboard
Click on the blue Create + button in the upper right-hand corner
From the drop-down menu, select Review Request
Add the customer's name and cell phone number or email address. Filling in the customer's cell phone number will send a SMS (text message) review request, while inputting their email address will send the review request via email. You will see a preview of the message that will be sent to the customer in the mock phone toward the right of the screen.
Select the employee(s) who worked the job
Select the correct location (if you have more than one)
Preferred Language defaults to English, however you can also select French (Canada) as needed based on your customer
Click Send Request
Request Review from Mobile App
We recommend field employees send review requests from the mobile app if they did work for the customer so they will get points for sending the request and any reviews the customer leaves.
Log into the ReviewBuzz mobile app
Click on the blue Create + button on the bottom center
Select Review Request
Add the customer's name and cell phone number or email address. Filling in the customer's cell phone number will send a SMS (text message) review request, while inputting their email address will send the review request via email.
Select any additional employee(s) who worked the job
Select the correct location (if you have more than one)
Preferred Language defaults to English, however you can also select French (Canada) as needed based on your customer
Click Send
Why can’t I send a repeat request?
ReviewBuzz not only makes it easy for your team to get and manage reviews, it makes it super simple for your customers to leave a review. By providing customers with such a simple review process, you can expect to see your conversion rate on reviews go way up!
Although it can be tempting to want to request reviews repeatedly until a customer responds, we want to avoid bothering the customer which could potentially lead to them leaving a negative review.
Therefore, our system will automatically kick back your request if someone in the company has already reached out for a review from that same customer in the past 14 days. Should this happen, just wait until the customer’s next service to send them a new request.
What works better- an email review request or text?
Review requests sent via text have a much higher success rate and are recommended over email.
My review status says ‘complete’, why don’t I see my review?
Unfortunately the status update ‘completed’ does not necessarily mean completed right now.
At the moment, ‘completed’ and ‘clicked’ or ‘opened’ mean the same thing. This means that the end-user simply clicked the link that was sent for the review but they may not have actually completed the review yet.
The good news is, you will be able to view the review after the end-user has completed it.
To view your reviews:
Log in to your admin dashboard
Select ‘Reviews’ on the left-hand navigation panel
Can I reply to my reviews from ReviewBuzz?
You will find a Reply link next to ReviewBuzz and Google reviews in your dashboard. After logging in, select 'Reviews" on the left-hand navigation panel.
Reply directly to your ReviewBuzz reviews here.
Click 'Reply' next to your Google reviews to be directed to the review in Google Maps. Your Google My Business account must be verified and you must have the proper permissions to reply to reviews. See this article for more details.
Where are my sent requests?
Sent requests can be easily found by:
Here is an example of where you can locate sent requests on your desktop dashboard.
Here is an example of where you can locate sent requests on the mobile version of your dashboard.
The importance of monitoring your sent requests
By monitoring your sent requests you will be able to observe the following:
Which employees are making the effort to ask customers to review them after a service. These are likely high-performing employees that are looking forward to being rewarded for their great work.
Troubleshoot any issues with employees that are not sending as many review requests. For example- an employee that is not sending as many requests may simply have trouble understanding how to request a review from a customer.
Monthly snapshots of review requests sent vs. reviews received. This will help you determine if any review requests need to be resent.
Review status updates ex: pending or completed.
If you would like to learn more about how reviews, refer to the following articles: