B-009. Review Automations

This module automates the process of soliciting reviews from customers and managing their feedback. It sends out review requests via SMS and email, directs customers to complete a survey, and handles their responses to provide appropriate follow-up actions.

How It Works: Surface Level

When the automation fires:

• It sends SMS and email requests to customers, asking them to review their experience.
• It directs customers to a survey to capture their feedback.
• Based on the survey responses, it differentiates between positive and negative experiences.
• It manages follow-up actions, such as asking for social media follows for positive feedback or notifying the business team of negative feedback for further action.

Detailed Workflow Steps

Initial Setup and Orientation:

• Understand the flowchart elements (white, green, purple items) and link types (variable, fixed).

Request Review Workflow (B009 WF1.1):

• Triggered by adding the Request Review tag.
• Sends an email and SMS asking for a review.
• Email Path: Contains a trigger link directing to the B009 Review Survey funnel.

Survey Completion Workflow (B009 WF3.1):

• Triggered by survey submission.
• Differentiates between positive and negative experiences.
• Positive Experience: Adds Positive Experience tag and directs to a positive review funnel.
• Negative Experience: Adds Negative Experience tag and directs to a negative review funnel.

Handling Trigger Links:

• Triggered by clicking the review link in the survey.
• Adds Review Likely tag and checks if the experience was negative.
• Positive Follow-Up: Asks the customer to follow on social media.

SMS and Email Paths:

• SMS Path: Sends an initial SMS asking about the experience.
  • Positive response: Adds Positive Experience tag and directs to positive review funnel.
  • Negative response: Adds Negative Experience tag and directs to survey.
• Email Path: Sends an email with a survey link and directs to appropriate funnel based on survey response.

Follow-Up Actions for Non-Responses:

• Checks for Review Likely tag if no response within nine days.
• Adds Review Solicitation Failed tag if no review was completed.

Tag Routing Workflow (B009 WF1.1):

• Aggregates tags and manages workflows based on tag additions.
• Allows integration with other systems by connecting tags to additional workflows or pipeline stages.

MIRO Board: Visual Breakdown

How It Works: Deep & Technical Level

Initial Setup and Orientation

• Flowchart Elements:
  • White Items: System-performed automated functions.
  • Green Items: Actions performed by account admins or managers.
  • Purple Items: Actions performed by customers.
  • Variable Links: Indicate optional actions based on decisions.
  • Fixed Links: Indicate mandatory actions that will occur.

Request Review Workflow (B009 WF1.1)

• Trigger: Adding the Request Review tag to a contact.
• Actions:
  • Sends out an email and SMS asking customers to review their experience.
  • Email Path: Uses a pre-defined template that includes a link (trigger link) to a survey.
  • Survey Link Click: Directs customers to a funnel step containing the B009 Review Survey.

Survey Completion Workflow (B009 WF3.1)

• Trigger: Survey submission.
• Actions:
  • Decision Point: Checks if the survey response is positive or negative.
  • Positive Experience: Adds a Positive Experience tag and redirects to a funnel for positive reviews, encouraging customers to leave a review on Google or Facebook.
  • Negative Experience: Adds a Negative Experience tag and redirects to a funnel for negative reviews, providing an option to leave a review and capture detailed feedback.

Handling Trigger Links

• Trigger: Click on the trigger link in the survey to leave a review.
• Actions:
  • Adds a Review Likely tag indicating the customer clicked the review link.
  • Follow-Up: Checks if the experience was negative and, if not, asks the customer to follow on social media.

SMS and Email Paths

• SMS Path:
  • Sends an initial SMS asking if the customer had a five-star experience.
  • Decision Point: Checks the customer's response (positive or negative).
  • Positive Response: Adds a Positive Experience tag and directs to the positive review funnel.
  • Negative Response: Adds a Negative Experience tag and directs to the survey for detailed feedback.
• Email Path:
  • Sends an email with a link to the survey.
  • Survey Completion: Directs to the appropriate funnel based on survey responses (positive or negative).

Follow-Up Actions for Non-Responses

• Trigger: No response to SMS or email within nine days.
• Actions:
  • Checks if the Review Likely tag exists.
  • If not, adds a Review Solicitation Failed tag indicating the attempt to get a review was unsuccessful.

Tag Routing Workflow (B009 WF1.1)

• Purpose: Aggregates all tags used in the module to manage contact interactions.
• Actions:
  • Triggers specific workflows based on tag additions (e.g., Request Review, Positive Experience, Negative Experience).
  • Allows for integration with other systems by adding pipeline stages, other tags, or additional workflows.

By understanding these workflow steps and technical details, you can effectively use the Review Automations module to solicit customer reviews, manage their feedback, and integrate with other systems seamlessly.