Sending automated review requests at various intervals after an appointment is a common and effective strategy for gathering feedback. The timing of these requests can be tailored to suit the nature of your business or the specific client experience. In this article, we'll explain how to set up automated notifications to request feedback from clients about their past appointments.
Things to know:
- Appointment review notifications come with two pre-configured templates that you can customize
- Automated review requests can be scheduled to be sent a few hours, days, or weeks after a client's appointment. The frequency can range from:
- After their first appointment only
- After their first, second and third appointment
- Multiple (after every appointment)
- You can choose the method of delivery for the review notification: email or text message. If the selected method is not available for a client, MyTime will use alternative methods if necessary. For example, if you select email but the client does not have an email address on file or has opted out of transactional emails, the notification will be sent via text message.
- Once a client leaves a review, they will not receive a request to leave another
- MyTime tracks and records all review ratings from 1 to 5 stars
- When a review is left on MyTime, an email is sent to the location managers
- By default, only 4 and 5-star reviews are sent to your chosen external review site. However, you can opt to deactivate review gating, allowing all reviews from 1 to 5 stars to be directed to your selected external site. This feature is managed by the "Suggest External Review Site If Client Rating Is Equal To Or Above" setting.
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Positive Reviews (4 or 5 stars)
- Clients who provide ratings of 4 or 5 stars are redirected to your selected external review site. If no external site was selected, they will be directed to a private MyTime feedback form
- The rating will be saved in MyTime's Reviews & Staff Ratings report
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Negative Reviews (1, 2, or 3 stars):
- Clients who rate their appointment with 1, 2, or 3 stars are directed to a private feedback form
- The rating and review will be saved in MyTime's Reviews & Staff Ratings report
- If you have Listing and Reputation Manager as part of your subscription, you can monitor and track reviews left on external sites from your SOCi dashboard.
Configuring Notification for Appointment Review
- Navigate to Marketing > Automated Messages
- Locate the Appointment Review section
- Hover over the status to see the options to 'View' or 'Activate' the template
- Click 'View'
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From here, you can set your preferences:
- Send X after the appointment - You have the flexibility to specify the timing for sending the review after the appointment, ranging from just a few hours to several weeks
- Send After X appointment until a review is left - You can specify whether the review should be sent after the first appointment, the second appointment, the third appointment, or after multiple appointments have occurred
- Preferred Site - You have the option to specify where you would like your reviews to be posted, whether on an external site like Google, Facebook, Yelp, YP, Superpages, FourSquare, CitySearch, or solely on MyTime. Upon selecting the desired platform for your reviews, you will be directed to a modal where you can input the URL for that specific site. This allows your clients to easily navigate to your page to leave a review. If you choose Google as your preferred platform, you will need to include the Google Place ID for each location in the URL.
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Delivery by:This allows you to select your preferred method of delivery: email or text message.
Email: The client must have an email address on file and be opted in to receive transactional emails
Text Message: The client must have a mobile number on file and be opted in to receive transactional SMS
- Reply-to-Name: - Name of the business that appears when your clients reply to an auto-email. We will use the business name that was added to the business profile page
- Email Subject: An email subject is already provided by default; however, you have the ability to edit it to your preference.
- Body of the template
- Save
For more information, contact us at support@mytime.com or (385) 233-6964.
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