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Multi-Channel Review Requests

Multi-Channel Review Requests in Stack is a powerful feature that allows you to request customer reviews through SMS, Email, and WhatsApp. By utilizing multiple communication channels, you can maximize your review collection efforts and connect with customers on their preferred platforms. This feature enables seamless sending of review requests, personalized messaging for each channel, and performance tracking of your requests.

Key Benefits of Multi-Channel Review Requests​

Enhancing your review strategy is crucial, and Multi-Channel Review Requests offers several benefits:

  • Higher Review Collection Rate: Engage customers where they are most likely to respond.
  • Personalized Engagement: Customize messages for each platform to improve results.
  • Seamless Delivery: Send requests with minimal effort using available contact details.
  • Better Insights: Analyze which channels drive the most reviews and adjust your strategy accordingly.

How to Send Multi-Channel Review Requests​

Sending review requests through Stack is straightforward. Follow these steps to use SMS, Email, and WhatsApp for your review requests:

Step 1: Access the Review Request Feature​

  1. Navigate to the Reviews section in your Stack dashboard.
  2. Click on Send Review Request to open the request settings.

Step 2: Select Communication Channels​

  • You will see checkboxes for SMS, Email, and WhatsApp.
  • Choose the channels you wish to use for sending the request.

Step 3: Customize the Message​

  • Each channel comes with a default message template.
  • Edit the message to reflect your brand voice and personalize the request.

Step 4: Ensure Contact Details are Available​

  • SMS requests need the customer's phone number.
  • Email requests require a valid email address.
  • WhatsApp requests need a WhatsApp-enabled phone number.

Step 5: Send the Review Request​

  • Review your message and selected channels.
  • Click Send to distribute the review request.

Tracking and Reporting​

Monitoring your review requests is crucial for optimizing your strategy. Stack provides insights into:

  • Sent Requests: See the number of requests sent via each channel.
  • Opened Requests: Track how many recipients opened the message.
  • Clicked Requests: Measure how many users clicked on the review link.

These insights help you refine your approach and determine which channels are most effective for collecting customer reviews.

Frequently Asked Questions​

Q: Can I send review requests using multiple channels at the same time?
A: Yes, you can select SMS, Email, and WhatsApp simultaneously to maximize your outreach.

Q: How do I know which channel performed best?
A: The tracking and reporting feature lets you monitor sent, opened, and clicked requests for each channel.

Q: Can I customize the message for each channel separately?
A: Absolutely, you can edit the message for each channel to match your brand tone and audience.

Q: What happens if a customer does not have a contact detail for a selected channel?
A: Stack automatically selects the available contact method (e.g., if no phone number is available, it will send via email or WhatsApp if provided).

Q: Is there a limit to how many review requests I can send?
A: Limits may vary based on your subscription plan. Check your account settings for details.

Next Steps​

  • Start using Multi-Channel Review Requests to increase your customer engagement.
  • Monitor the performance of your review requests and refine your strategy.
  • Explore automation options to streamline your review collection process.