I think one of the pain points of local small businesses is driving reviews automatically to their yelp / gmb profiles. This is something we hear from our small business customers we manage (so much so we are thinking of just making our own system for it).
One solution I've seen companies offer is by sending an email to a customer sending them to a webpage asking for feedback. The customer responds with a star rating and written feedback, if the star rating is five it'll prompt them to links to GMB / yelp to copy & paste the review. This is pretty effective, I've seen someone grow their GMB from nothing to over 1.5k 5 star reviews in 3 years using things like this.
if the customer responds with anything less than a five, they won't get the google / yelp prompt. This gives the user an 'outlet' to complain if they were unhappy, but makes sure a local businesses reviews don't get completely fucked by angry customers.
Do you plan on implementing features like that? Since it looks like you're positioning yourself to local small businesses.
Thanks, @bdlowery! Absolutely, managing disgruntled (and often non-paying) customers who vent with 1-star reviews is a recurring theme we've picked up in our customer interviews.
We're creating a dynamic, conversational review process. We this process detects heated sentiments or aggression in a response, it nudges the customers toward a private dialogue with the business.
As a platform, we don't want to support review-gating, so it's a fine line to walk. We aim to ensure genuinely unhappy customers can share their experiences for community awareness while maintaining fairness for businesses.
I think one of the pain points of local small businesses is driving reviews automatically to their yelp / gmb profiles. This is something we hear from our small business customers we manage (so much so we are thinking of just making our own system for it).
One solution I've seen companies offer is by sending an email to a customer sending them to a webpage asking for feedback. The customer responds with a star rating and written feedback, if the star rating is five it'll prompt them to links to GMB / yelp to copy & paste the review. This is pretty effective, I've seen someone grow their GMB from nothing to over 1.5k 5 star reviews in 3 years using things like this.
if the customer responds with anything less than a five, they won't get the google / yelp prompt. This gives the user an 'outlet' to complain if they were unhappy, but makes sure a local businesses reviews don't get completely fucked by angry customers.
Do you plan on implementing features like that? Since it looks like you're positioning yourself to local small businesses.
Product looks cool btw!
Thanks, @bdlowery! Absolutely, managing disgruntled (and often non-paying) customers who vent with 1-star reviews is a recurring theme we've picked up in our customer interviews.
We're creating a dynamic, conversational review process. We this process detects heated sentiments or aggression in a response, it nudges the customers toward a private dialogue with the business.
As a platform, we don't want to support review-gating, so it's a fine line to walk. We aim to ensure genuinely unhappy customers can share their experiences for community awareness while maintaining fairness for businesses.