TABLE OF CONTENTS



Introduction


Klaviyo users can segment their audience based on Feefo review activity, allowing them to target customers based on their review sentiment (positive or negative).

  1. Promoters: Send a promotion code to customers who left a positive review.
  2. Detractors: Send an apology or discount code to customers who left a negative review.


To proceed you require admin accounts for

  • Feefo
  • Zapier
  • Klaviyo



Setup Instructions


First we need to to setup the Zapier integration



  1. Log in to Zapier and create a new Zap.

  2. Select the Trigger step.

  3. Choose Feefo as the app.

  4. Select the New Feedback event trigger and continue.

  5. Click Sign in to connect your Feefo account.

  6. Enter your Feefo merchant identifier and your OAuth 2.0 app key (client ID and secret).

  7. Continue to the next step.

  8. Choose the type of reviews you want to track in Klaviyo:

    • All - Tracks both service and product reviews.
    • Service - Tracks only service reviews.
    • Product - Tracks only product reviews.
    • NPS - Tracks only NPS reviews.

  9. Test the setup to display a recent Feefo review that matches your criteria.

  10. Once successful, Zapier will now monitor new Feefo reviews based on your chosen feedback type.




Next, we need to define the action in Zapier


  1. Select Filter by Zapier.
  2. Set the filter criteria for which reviews should trigger an event in Klaviyo (e.g., service ratings above 3 stars).
  3. Choose Klaviyo as the next action.
  4. Select Create Event from the drop-down list.
  5. Authenticate your Klaviyo account and allow access.
  6. Define Klaviyo Event Details:
    • Metric: Name the event (e.g., FeefoPositiveReview).
    • Email Address: Select the email field from the Feefo trigger, so the event applies to the correct Klaviyo contact.
    • Event ID: Create a unique event ID (can match the event name).
    • Value: Assign a value to the event, such as the Feefo star rating.
  7. Run a test to ensure the event is successfully registered in Klaviyo for the user tied to the Feefo review.
  8. Once all steps are confirmed, select Public to activate the Zap. Now, every time a Feefo review matching your criteria is submitted, the event will trigger in Klaviyo.




Finally, create a Klaviyo segment

  1. Log in to Klaviyo and navigate to Lists and Segments.

  2. Select Create New.

  3. Then Create Segment.

  4. Name your segment (e.g., Feefo Advocates).

  5. Set the condition:

    • If someone can or cannot receive marketing

    • What someone has done (or not done)

    • Someone’s proximity to a location

    • If someone is in or not in a list

    • If someone is or is not within the EU (GDPR)

    • Properties about someone

    • Predictive analytics about someone

  6. Choose the Feefo event created in Zapier.

  7. Set the timeframe criteria for when the event occurred.

  8. Click Create Segment. 


Klaviyo will now process your records and add any contacts who match the Feefo event criteria.

Target Your Audience

Now that you’ve created your Klaviyo segment, you can use it in future email campaigns. Simply select your newly created segment when setting up a new campaign to target customers based on their Feefo review sentiment.