Customize your review collection form
When customers go to review a product, they will see a form with the name of the product they are reviewing and a space for them to leave comments and a star rating. However, you can also customize this review collection form to ask the reviewer specific questions, also known as custom questions. Use custom questions to ask each reviewer exactly what you want to know about themselves and their experience with the product.
Let's learn how to add custom questions and customize the appearance of your review collection form.
Note: While some on-screen elements within these steps may have slightly changed, the flow of actions remains the same. Thank you for your patience as we work to keep each of our videos up-to-date!
Collect your first reviews with flows
Ready to get started? Follow the steps below to start collecting reviews from your customers.
Ask for reviews
What: Use flows to automate the process of requesting reviews. Create a review request flow to request a review from customers eligible to leave a review.
Why: Save time and gain more reviews by setting up flows to automate the review request process.
How: Klaviyo has the following pre-built flow templates:
- Review request (email + SMS)
- Review request (email)
Customize one of these templates from the Flow Library so that you can begin sending review requests to customers once their products have been delivered.
It’s best practice to:
- 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. Learn more about how Klaviyo prioritizes review requests.
Thank customers for reviews
What: Set up a review follow-up flow to thank the reviewer and follow through on any incentives you offered to submitting a review.
Why: If you offered an incentive when you requested a review, you must follow up on this regardless of whether the customer leaves a positive or negative review. Use this flow to automate this process of following up on the incentive. If you don't offer review incentives, use this flow to thank the reviewer for providing their feedback. You can also use this flow to offer support if the customer left a negative review.
This flow will help you remain in compliance, proactively provide customer support, and make your customers feel appreciated by thanking them for their reviews.
How: Review follow-up flows are triggered by the Submitted review event. Use the pre-built Review follow-up flow from the flow library as your template, and then customize to suit your brand:
If you offered a coupon code in your review request flow, learn how to add this coupon to your follow-up flow: