Capturing Feedback

Review Gating & Google's Terms of Services


On Thursday, April 12th, 2018 Google updated their Terms of Service (TOS) for online reviews. The refreshed TOS indicates that all requests for online reviews from customers must be unbiased. “Don’t discourage or prohibit negative reviews or selectively solicit positive reviews from customers.” ...

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How Long Does It Take For Emails To Be Sent?


Reputation Builder has two different send modes that determine how your emails are sent. Please refer to this article on How to Change the Send Mode for more.    In Automatic Mode, Reputation Builder will send emails at the following times: 4:00 am, 7:00 am, 2:00 pm, 6:00 pm and 10:00 pm PST   Wh...

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SMS Feedback Request


Why Send Feedback Requests Via SMS Text Message   Text messages are opened at a 98% rate – more than twice the open rate of email requests through the Reputation Builder (email is typically 40%-50% open rate). The combination of a higher open rate and mobile-friendliness will lead to more feedbac...

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Send Mode (Automatic vs. Manual)


Reputation Builder can automate the sending of Feedback Requests through Automatic Send Mode or you can manage requests manually.   What is Automatic Mode? When you add or import customers they will be added to a cron schedule and requests will be sent out automatically at a predetermined rate. B...

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Formatting International Mobile Numbers


If you're using Reputation Builder in the UK or elsewhere in Europe, you need to know in which format to enter a customer's mobile number, to ensure they receive your SMS requests.   For international mobile numbers, this is the correct format: [+][country code][subscriber number including area c...

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TextBack


TextBack offers customers real-time entry into your feedback process from their mobile phone. A customer self-activates the process by sending a keyword text to your SMS number. An auto-reply message delivers a link that connects them to the feedback and review process.      Activate TextBack ...

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