Review requests

Ask your customers to review your business on Google, Facebook, Trustpilot, G2 or Capterra, and offer a discount in return. The system can send the requests automatically, or you can send one yourself. You then reward or decline each customer.

How it works

1. A customer gets a review request by email. Their customer portal also shows a pop-up offering a discount off their monthly fees, with a button for each review site you set up.
2. The customer leaves a review, or chooses to do it later. Later minimises the pop-up.
3. You check the review on the review site, then click Reward or Decline on the customer’s account.
4. Reward credits the customer’s balance with the discount and emails them. Decline emails them that the reward was declined. Both hide the pop-up.

Each customer can be rewarded once.

Before you start

• Have the public review page link for at least one review site.
• Decide the discount. It’s a percentage of the customer’s subscriptions.
• The reward is paid from your partner account. For a white-label partner, that’s your reseller balance, so keep enough funds. See Top up your reseller balance.

Set up review requests

1. Go to Settings › Customer Portal.
2. Under Review requests, fill in at least one of Google review page URL, Facebook review page URL, Trustpilot review page URL, G2 review page URL and Capterra review page URL.
3. Enter the Review discount: the percentage discount you offer for a review, from 0 to 99.
4. Enter the Review requester name and Review requester email: who the request comes from.
5. To send requests automatically, tick Send automatic review requests.
6. Click Update.

If you enter a review page link without a discount, the portal asks you to specify a discount. With automatic requests on, the requester name and email are required too.

Who gets an automatic request

Automatic requests are sent to active, verified customers who use the service regularly. A customer gets an automatic request only once, and never if Do not send automatic review request is ticked on their account.

The request goes out once the account reaches an age set by your provider.

Send a request to one customer

1. Go to Customers and select the customer.
2. On the Details tab, under Customer Information, find Manual review request and click Request.
3. In Request review, check the Requester name and Requester email, and click Send.

If the customer was asked before, the portal asks you to confirm that you want to ask again. You can’t send a request until at least one review page link is set up.

Reward or decline a customer

1. Go to Customers and select the customer.
2. On the Details tab, under Customer Information, find Reward for the review.
3. Click Reward if the customer left a review, and confirm with Reward. Or click Decline and confirm with Decline.

Reward adds the Review discount percentage of the customer’s current subscriptions to their balance. The portal reminds you to thank the customer for the review on the review site. The reward fails if the customer has no paid subscriptions, or if your partner account doesn’t have enough funds (“Insufficient funds in reseller account.”).

Both actions add a note to the customer’s History tab.

Control the pop-up for one customer

On the customer’s Details tab, under Customer Information:

Setting	What it does
Review popup	Hidden, Shown or Minimised (a button in the customer portal). A shown pop-up hides automatically after a period set by your provider.
Do not send automatic review request	Leaves this customer out of automatic requests. Ticking it also sets Review popup to Hidden.

The review buttons are unavailable while the customer’s account status is UNQUALIFIED.

Check it works

• After Send, the portal shows “Request sent”, and the customer’s Review popup changes to Shown if it was hidden.
• After Reward, the customer’s Account Balance tab shows the credit.

Next steps

• Customer portal settings
• Customer account settings