Automated Reviews Workflows
Automating your review requests through Connectionably
There are several way to ask customers for reviews through Connectionably's platform but the most efficient way is to automate the process.
This is accomplished by the use of pipelines and workflows.
Pipelines
A pipeline is a series of events that are represented by stages along a line. A contact card of the customer is placed in the pipeline at the first stage of the customer journey.
This can be manually or automated with a workflow depending on the event required to trigger the workflow such as a customer submitting a form or making a purchase.
Once the customer is in the pipeline they go through a series of events within their journey and each event is represented in the pipeline as a separate stage. As the customer passes through each part of the journey the contact card is moved to the appropriate stage in the pipeline.
Once the journey is complete and the customer has finished all the steps of the journey, they are moved to the final stage of the pipeline.
As the customer progresses through the pipeline, workflows are used to trigger other actions. These vary depending on the business and their processes.
Workflows
When the customer is placed in the final stage of the pipeline, a workflow is triggered automatically.
That workflow then sends an email and / or a SMS message to the customer asking that they leave a review.
The email and SMS templates are preconfigured and automatically populate the correct customers name and other details using custom codes.
Further workflows can be configured for follow up messages and other events.
No Need for A Pipeline
It is possible to send review requests without the need for a pipeline and just use a workflow. This is usually dependant on the process a customer goes through with the business.
If the customer journey simply comprises of purchasing a product or something similar, then a workflow can be configured to wait a number of days after the purchase and then send the review request.
Whichever way it is utilised, automating your review requests saves time and makes sure they happen.
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