TABLE OF CONTENTS

Introduction


The feedback reminder request is an optional and highly effective feature that allows you to send an additional email or text* to customers who have received your initial feedback request but haven't left a review yet. Utilising feedback reminders can significantly boost your response rates and encourage customers to provide valuable feedback. This article will guide you through the simple process of customising your feedback reminder requests, enabling you to tailor them to your customers and further improve engagement.


*SMS option is only available if you have Feefo SMS – please get in touch with our support team or your Customer Success Manager to find out more 


Customising Feedback Reminder Requests


Before customising your feedback reminder requests, ensure you have explored the 'Feedback Preferences' option. Find out more about Feedback Preferences here .


Follow these steps to customise your feedback reminder requests:


  1. Log in to the Feefo Hub.
  2. Navigate to 'Campaigns > Manage Campaigns' in the left-hand menu.
  3. If you have only one campaign, click the 'Feedback Preferences' button below your default campaign. For multiple campaigns, select your chosen campaign from the 'Actions' drop-down menu and click 'Edit.' On the next screen, click on the 'Feedback Preferences' button.

 

If your campaign has multiple triggers, you will need to change the preferences of each trigger to ensure the 'Feedback reminder request' is sent at different touchpoints.


Customisation Process


Scroll down to the 'Feedback reminder request' section and choose the timing and channel for the reminder to be sent. It is recommended to wait at least a week before sending the reminder to avoid overwhelming customers with emails. You will only be able to select SMS if it’s included in your Feefo package.



Save your preferences, then click the 'Customise Email' button in the 'Feedback reminder request' section to make changes to the email template's wording. The email editor functions similarly to the feedback request email editor. 


Make the desired changes to the email template and click the 'Save Template' button to preserve your customisations.


Conclusion


Customising your feedback reminder requests through the Feefo Hub is a straightforward process that empowers you to send personalised and engaging reminders to customers who haven't provided feedback yet. By following the steps outlined in this article, you can increase response rates and gather valuable feedback, ultimately strengthening your relationship with customers and enhancing your business's success. Ensure your feedback reminders are tailored to your customers' preferences for a positive and impactful experience.