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  3. Getting Started With Request Modes

Getting Started With Request Modes

Request Modes Intro Video


Awesome – I want to get Started Now!

Go to SETTINGS and then select REQUEST MODES from the drop down. 

request mode selection

All editing of the feedback flow will take place in the REQUEST MODES page.

Existing Customers prior to November 28, 2017 will see their current email templates as “Legacy Mode” within the left side mode menu, and the steps in the flow to edit are on the right.

  1.  Select the mode you want to edit and use based on your objectives.  Each mode has a brief description on it’s focus.
  2.  Once your mode is selected, you will see every step in the process for that mode. Emails and landing pages each have their own step, to which you click EDIT and then change the content as you wish.

Ultimate Mode

Ultimate request mode

Ultimate Mode gets its name because it allows you to leverage every aspect of our platform.

Primary Focus:  Complete customer experience data capture with Net Promoter Score, survey questions and 1st-party reviews (testimonials).

Secondary Focus: Generate 3rd-party reviews on sites like Google, Facebook, the BBB, Houzz, etc.

Ultimate Mode is a 3-step process for the consumer.

  1. Feedback request email with NPS question (ability for 2 auto-reminders)
  2. Survey questions (up to 4, optional), open text feedback field to generate 1st-party reviews
  3. Happy customers are asked for a 3rd-party online review, unhappy customers are asked for more information on what went wrong

Review Mode

Review request mode

The NPS question is in the feedback request email allowing you to capture NPS and then ask happy customers for a 3rd-party review and unsatisfied customers for information on what went wrong.

Primary Focus:  A quick process to  request a 3rd-party review on Google, Facebook or other online sites after capturing Net Promoter Score.

Secondary Focus:  With an option to have a “Direct Feedback” button on the review request landing page, you can capture 1st-party reviews to display on your website.  Based on the flow of this mode it will generate more 3rd-party review opportunities than 1st-party reviews (testimonials).

Review Mode is a two-step process for the consumer.

  1. Feedback request email with NPS question (ability for 2 auto-reminders)
  2. Happy customers are asked for a 3rd-party online review with an option to show a button for “Direct Feedback” to generate 1st-party reviews as well. Unhappy customers are asked for more information on what went wrong

Direct Mode

direct review request

Just as the name suggests, direct mode gets right to the point.  The very first email request features the request for 3rd-party reviews (Google, Facebook, etc.) and the option for direct feedback to the business to generate 1st-party reviews (testimonials).

With the review requests right up front, we strongly suggest that you first understand your customer’s satisfaction with your service or product.  We recommend you run Ultimate or Review Mode first and capture NPS over time to ensure the vast majority of your customers are happy.  Our rule of thumb is Direct Mode is perfect for a business with a NPS over 80.

Primary Focus:  Review requests for 3rd-party and 1st-party reviews in the very first feedback request email. (There is no NPS question first in this mode.)

Secondary Focus: If the consumer chooses to leave direct feedback, you can capture all of the customer experience data from Ultimate Mode.  NPS, survey questions (optional and activated from Ultimate Mode) and 1st-party reviews.  Happy customers at the end of leaving Direct Feedback will be asked again for a 3rd-party review.

Direct Mode is 1-step process as the review request is right in the first email to the consumer.

Direct Mode has two different options in the initial email.  You are able to select the order of your 3rd-party reviews site buttons and the 1st-party review site button.  Selecting “top” will put the “Direct Feedback” button at the top of the template, selecting “bottom” will put it below the 3rd-party review site buttons.

If you have a good base from capturing Net Promoter Score and score above 80, Direct Mode might be a perfect fit to generate a solid balance of 3rd-party and 1st-party reviews.

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