Reviews are powerful social proof for your business, and following up with customers after a job can go a long way towards getting them to leave one. That said, sending a single SMS isn't always enough to get a response, so here's how to customise your recurring messages to improve your chances.
Creating A Template
Head to the Settings tab in the Reputation section and select SMS Requests on the left.
Click "+ Create New" to open the builder.
Choose how you'd like to create your template. You can start from scratch (1) or pick a prebuilt template with a prewritten message (2).
Fill in the template details:
- Template Name: This is how the template is identified in the system.
- Image: You can add an image to your SMS by toggling the option on and uploading one from your desktop, or by adding a link to your image. The link can include merge tags in the URL to send personalised graphics.
- Text: This is the message content the customer will receive. You can use custom values to personalise it.
Once you're happy with the template, you can save it (1) or set it as the default template straight away (2).
Selecting The Templates
To set the template for the repeat requests, click "Set SMS Templates."
Choose the template you'd like to use for each Retry.
Once you've made your selections, click Save.
Set your "Maximum retries" to match your total number of selected templates.
If no template is selected, the default template (Live) is used instead. You can see which retry each template applies to by checking the tag alongside it.
To remove a template, click the bin icon. You'll notice this isn't available for the "Live" option, as there must always be a default template.
That's all there is to it. You can now tailor your review request SMS templates to give you more control over tone, branding, and how your messages look, which should help improve engagement and get more reviews completed.