Overview:
Reputation Management automates the process of requesting customer reviews once a job is marked as completed in your pipeline. It’s crucial for maintaining your online presence, improving customer relations, and boosting your brand’s reputation. Here's how to set up the process, configure review requests, and capture feedback efficiently.
1. Initial Setup:
Connect Business Accounts:
Go to the Settings menu, then navigate to Integrations.
Link your Google My Business and Facebook pages. This ensures review requests direct clients to the right platforms.
Review Request Configuration:
After linking your accounts, go to Reputation Management and configure SMS and email review requests.
Ensure that SMS review requests are turned on and set up with your company’s logo and custom messaging. You can use the sample template provided:
Example: “Hey [First Name], hope you’re happy with our service! Please leave a review here: [Review Link].”
For email requests, add your logo and customize the message to fit your brand tone. A suggested subject line might be: "Just checking in! We'd love your feedback."
Timing: Set the review request to send immediately after job completion, with additional follow-ups after 15 days if no review is received.
Email Review Process:
Open the email builder and insert your logo by clicking on the designated area.
Edit the message copy to encourage feedback and include the review link. Use merge tags like [Contact First Name] to personalize the email.
Set up retries: If no response, the system will send reminders at your specified intervals (e.g., 15 days, 2 retries).
2. Building a Review Request Survey:
Purpose: The survey helps catch potentially negative feedback before it reaches public platforms like Google or Facebook, allowing you to address concerns directly.
Create the Survey:
Go to Sites > Surveys to set up a survey page. Customize it by adding your company’s branding.
For negative reviews (three stars or less), redirect customers to a feedback form. For positive reviews (four or five stars), direct them to your Google or Facebook review page.
Save the survey and ensure the link is embedded correctly in your emails or texts.
3. Automated Review Request Workflow:
Triggering the Automation:
Once a job is marked as completed, the review request automation begins.
The first review request (via email and/or SMS) is sent immediately. The content of the message will direct the customer to the survey page you’ve created.
Follow-Up Sequence:
If no response is received, GoHighLevel will follow up with additional requests at intervals you’ve set (e.g., 15 days, 2 retries).
This ensures you maximize the chance of receiving feedback without overwhelming the customer.
Managing Negative Reviews:
The survey page filters responses, redirecting dissatisfied customers (three stars or fewer) to a feedback form. This allows you to resolve issues privately before they turn into public complaints.
4. Advanced Integrations:
For additional functionality, use tools like Zapier to connect review workflows with other services, such as SendJim for follow-up mailers or gift campaigns after job completion.
You can also display reviews on your website by embedding a live widget that pulls customer feedback data directly from Google or Facebook.
5. Tracking and Data:
Once set up, track the status of review requests through the Reputation Management dashboard.
You can see the number of invitations sent, the average rating, and detailed feedback sentiments.
Use this data to refine your service and improve customer satisfaction.
6. Maintenance and Updates:
As the automation loop continues, review requests will be sent systematically over time.
Be sure to update your email content and survey links annually or when necessary to keep communication relevant and engaging.