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Send automated texts to customers to collect feedback and boost your online reviews.
Why are online reviews important?
Over 81 percent of consumers are likely to visit Google Reviews prior to visiting a business.1 49 percent of consumers trust online reviews just as much as a personal recommendation from friends and family. Considering that in 2020, 79% said they trusted online reviews as much as the recommendations of family and friends, this feels like a significant drop in trust.2 However, this simply means you want to have more reviews than your competitors—and positive reviews.
There are a number of review sites, but Google is the most popular resource with approximately 81 percent of shoppers using it—as noted above. Research shows that most consumers who read online reviews read more than one. In fact, online review statistics show that more than half of online shoppers (54 percent) read at least four product reviews before purchasing a product.4 Around 44 percent of them read three or fewer reviews.5
Although shoppers rely heavily on reviews when considering what products to buy, they also review responses to all the reviews—especially negative feedback. Addressing customer concerns as soon as possible is a key to providing good customer service. As many as 9 out of 10 are willing to overlook a negative review if the business adequately addresses the issue.6
Generate a Google Review Link—create a Google Business Profile
Now that you know why a google review link is imperative to your business, you can follow the steps below to generate one. You will need a Google My Business account.
From your computer—
Go to google.com/business. Bookmark this link. You'll need to access your Google Business Profile later.
Log in with your Google account. If you don’t have a Google account, visit google.com/accounts. You’ll be able to create a free account with any email address.
Enter your business name. This screen is where you’ll enter your business address, so Google can verify that your business exists. This cannot be a post office box or mailbox in a storefront like Postal Annex or UPS Store. You can also only have one business per address.
Choose whether you're a storefront or a service provider. Do you want customers to visit your storefront or if you work from home or would prefer your customers do not visit your office, you can select a mile radius around your business, a specific city or state, or a group of zip codes.
Select your primary business category. Selecting your primary category is critical, because it dictates where and when you will show up on Google searches. Google is all about relevance for those searching Google.
Add your phone number and website. Both phone calls and website clicks are tracked by Google Business Profile, so make sure your information is correct.
Verify your listing (most likely with a postcard). According to Google, to manage your business information in Search, Maps, and other Google properties, you must verify your business listing. The verification process helps Google confirm your business is legal and information is accurate and that you are the business owner or manager and have access to the information published on Google. Within 3-5 business days, you will receive a postcard with a verification code you'll need to verify your listing to go live.
Complete your Google business profile. To optimize your Google Business profile, be sure to add your logo, relevant photos and videos to brand your listing and share your story. Complete as much information as possible.
Capture your review link from your Google profile. When your listing is live, you will be able to generate a review link.
Get Your Google Review Link Directly from Google—the easy way
Search your business name and location on Google.
If you are logged in with your Google account, you will see a button that reads "Get more reviews" midway down on your listing. When you click on "Get more reviews", you will see your review link. Copy and paste the link in a document for future reference.
Benefits of texting a Google review link
There are several benefits of using SMS to request Google reviews.
Accessible. Most Americans, 97 percent, own a cell phone. This makes it easy for you to reach your target audience with SMS review requests.
Convenient. Texting is the ultimate convenience tool. It’s direct, quick, and less intrusive than phone calls. Plus, people can send and receive text messages no matter where they’re located.
Higher open and response rates. Ensure your review requests are read with messages sent directly to customers' mobile devices. On average, texts have a 98 percent open rate and a 45 percent response rate. Email’s open rate is 20 percent, and the response rate is 6 percent.
Timeliness. Most text messages are read within five minutes of receipt. SMS makes reaching customers at the right time with Google review requests easy.
Ability to direct link. You can send a direct SMS link to your Google review page via text. This removes friction to encourage more customers to leave a review.
Personalizable. Even if you’re sending texts en masse, they can be personalized with variable fields on SMS platforms. Personalization goes a long way in helping customers feel valued and willing to write a review.
Digestible content. People have short attention spans. The concise nature of SMS helps ensure your request is read in full and acted upon.
Why text the Google review link?
Accessible— To encourage customers to leave a review, you need to make the process as easy as possible. Most Americans, 97 percent, own a cell phone. This makes it easy for you to reach your target audience with SMS review requests. By implementing an automated SMS Review Requester strategy, customers simply text back their rating (1, 2, 3, 4, or 5 with 5 being excellent).
Convenient— Texting is quick, direct, and less intrusive than phone calls. Plus, people can send and receive text messages no matter where they’re located.
Highest open and response rates— Ensure your review requests are read with messages sent directly to customers' mobile devices. On average, texts have a 98 percent open rate and a 45 percent response rate. In comparison, email’s open rate is 20 percent, and the response rate is 6 percent.
Timely— Most text messages are read within five minutes of receipt. SMS makes reaching customers at the right time with Google review requests easy and the likelihood of a timely response more realistic.
Provide a direct link— Include your Google review link in a simple text message so customers quickly redirected to leave their feedback on Google.
Personalized— With an integration that includes contact names, messages can include a contact's first name. Personalized messages see a much higher response rate because customers feel valued.
Digestible content— People have short attention spans. The concise nature of SMS helps ensure your request is read in full and acted upon.
Note: It is extremely important that you do not entice customers to leave reviews by offering incentives such as coupons. Be mindful of Google's review policy.
What to Include in a Request for a Review
A reason why you want their feedback—For example, "Your feedback helps us improve our business."
Request feedback; do not specifically ask for a positive review.
Don't entice your customer to leave a review by offering a coupon.
Don't wait too long. Reach out in one to two days while their visit or experience with your business is still top of mind.
How Age Texting's SMS Review Requester Strategy Works
Each rating is set up as a keyword (1, 2, 3, 4, or 5). Autoresponders include a customized message that directs customers to the next step to share detailed feedback. If the customer chooses not to share details, you can monitor the responses to see the number of higher ratings in comparison to the lower ratings.
If you would like to grow your online reviews, consider texting. Age Texting has implemented an easy to manage SMS Review Requester strategy to capture feedback from customers. Integrations with POS software allows an automated customer survey to be sent after a customer dines at your restaurant, or makes a purchase.
To see the automated review requester in action, click here or on the image below.
SOURCES:
5 https://www.oberlo.com/blog/online-review-statistics#:~:text=5.-,Average%20Number%20of%20Reviews%20Consumers%20Read%20Online,prior%20to%20purchasing%20a%20product.
Updated 11/27/23