Incentivize customer advocacy with reviews
Flows automate the customer journey, turning a new subscriber into a loyal brand advocate. That said, Klaviyo Reviews can layer on top of this process, making it easy for a happy customer to become a brand advocate.
Once you enable reviews in your account, you can automate review-specific messages: asking recent customers to leave a review, providing discounts and thank you notes to those who submit, and featuring top reviews in product-specific messages.
Reviews are beneficial as they:
- Incentivize customer loyalty.
- Add “social proof” to build trust with new site visitors.
- Improve your website’s search engine optimization (SEO).
With regard to the latter, reviews can improve your rankings in search results by adding keyword-rich content to your product pages. Plus, they can help you better understand the language your customers use to find what they need. To learn more about setting up reviews and boosting SEO, read our Help Center instructions.
Automate your review communications
Now that you understand why you should collect reviews, let’s discuss how. Once you’ve set up Klaviyo Reviews, proceed to implement the following changes to your automated flows:
Collect reviews
Automatically request reviews from recent customers in flows.
How: Use one of Klaviyo’s following pre-built flow templates:
- Review request (email + SMS)
- Review request (email)
Then, customize the flow content to be relevant to your brand and customer.
Best practices for review collection flows:
- Personalize your messages with the recipient's first name.
- Provide an incentive (e.g., Get 10% off when you submit a review!). Make sure to mark incentivized reviews appropriately.
- Write an enticing subject line for review request emails to stand out in the inbox (e.g., tease a discount, use creative copy and emojis, add time-sensitive copy so recipients act fast, etc.)
- Avoid sending to those who purchase an item that you do not want a review of. To exclude these recipients from your flow, add a tag to that product in your ecommerce site labeled: klaviyo_reviews_exclude. Once applied, Klaviyo will automatically exclude that product from reviews. Otherwise, Klaviyo will prioritize sending review requests based on which products have the least reviews or which products have the highest price, based on your setting selections.
Respond to reviewers
Next, set up a review follow-up flow to thank the reviewer and follow through on any incentives you promised. This flow can help you remain in compliance, provide customer support to relevant reviewers (e.g., 1-3 star reviewers), and make customers feel appreciated with a genuine thank you message.
How: Use the pre-built Review follow-up flow from the flow library as your template, and then customize it to suit your brand.
Best practices for review follow-up flows:
- Thank all reviewers, regardless of their review score, for taking the time to share feedback.
- If you offered a coupon code in your review request flow, you must add this to your follow-up flow.
- Provide guidance on contacting support for those who left 1 or 2-star reviews.
- Use reviews as feedback to improve your product, systems, or customer service offerings.
- Once you’ve received reviews, make sure to display them on your site for visibility. Learn how.
- Reply to reviews with Klaviyo’s AI-generated replies to save time.
Feature top reviews
Once you’ve collected reviews, you can begin featuring them across your content, both in campaigns and flows.
In particular, feature dynamic reviews in event-triggered flows to make your marketing emails more engaging. Highlighting real and relevant feedback showcases your products' key benefits and builds trust with potential buyers.
How:
- Select a metric-triggered flow that you’d like a review featured in (e.g., abandoned cart or browse abandonment)
- Within the email template for your flow message, drag in the Review quote block.
- Select Dynamic.
- Set this to Automatic to automatically display the review that pertains to what someone has shown interest in.
- Add an event variable that references a product’s ID.