The Customer Experience

Depending on your company's preference, most customers will receive a notification within 24 hours of the purchase or service (others will be in real-time based on triggers). While we will work with your company to create a specific customer experience, you can reference the following general flow:

Initial Email

The customer would get an initial email like the following:

If they Want to Leave a Review

When the customer clicks on the review button, they will be taken to the exact Google (or Facebook) page for their local store.

Specifically for Google, they will land with the review box already open and ready for entry.

Reply Pro can track if a customer clicks the review button on the email; however, we cannot confirm if they left a review. Because Google reviews does not contain identifiable information, there is not always a way to match reviews with request emails.

If They Contact You Instead

Instead of leaving a bad review, we encourage customers to contact you directly.

When customers want to leave a comment, they are sent to a landing page. We generally just have a single text box to ask how we could have improved and if they want to be contacted.

If the customer wants to be contacted, we send their customer comments to the Reply Pro Inbox where your team can directly email or text back the client.

If a customer just leaves feedback, but does not want to be contacted, their comments are stored in a feedback section in Reply Pro.

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Other Notification Options

If your team prefers an email or some other form of notification about follow-up comments, just let the Reply Pro team know.