LL - Managing organic testimonials

Replying to customers who submit an organic testimonial

What is an organic testimonial? It's positive feedback about our company, a product, or a team member that we did not ask the customer to submit - they did it on their own.

We can respond to the customer in the same way we do non organic testimonials (like stamped reviews). 

Agent actions:

• Reply to the email using one of the appropriate saved replies (SR) in HelpScout.
  • 1 Review - Positive Results (Generic)
  • Or send a customized reply  in order to address any other issues that might arise.
  • If there is no service issues and the positive results saved reply doesn't apply, send a sincere response - like, 
  • Thank you so much for your kind words! I'm so happy to hear (about xxxx). 
  • Offer a 20% coupon THANKS20 for a future purchase. 
  • If the testimonial is really great, ask the customer to send in a headshot of themselves, so we can post it on our site and offer a 30% coupon when we receive the picture - THANKS30
• Add a Tag: testimonial 
• Add a Note: notate what the customer said and what actions you've taken. 

Next Step: 

• Assign the ticket to Qamara so she can follow up on getting an approved testimonial for use on other sites, and send him a slack message. 

Qamara Steps:

1. Post testimonials in the BRAND Feedback channel in slack, along with the customer name, email address and the ticket number. If they sent a picture or video, upload that with your post too. 

2. Post the image to DropBox

3. Add the testimonial info and image location to the tracker.

4. Make sure the customer received their 30% coupon for sending a picture. 

5. If no pic was received ask for one
6. Ask for a video
7. Build relationship /set follow ups, etc.

Next Step: 

Our Testimonial Coordinator will add pictures to the Stamped.io review on the site and save the picture in dropbox, as well as notate it's location on the testimonial tracker document. 

Ask for a video:

For really great testimonials, the Testimonial Coordinator should ask the customer if they'd like to submit a video and receive a $xx Gift Card to use in our website store. 

Once the video is received it should also be saved in dropbox, added to the tracker and posted in the feedback channel so the marketing team can use it. 

Note: Any time we receive a picture or video we need to ask for their consent to use it in our marketing material.  

Saved replies:

Hi {%customer.firstName,fallback=%},

I'm beyond delighted to hear you love our (PRODUCT) as much as we do, and that it’s (what customer said about it).  

We put our heart and soul into our products, so we love nothing more than hearing how our customer’s lives are being improved by our formulas.

Here’s what’s really amazing though. Your feedback also helps others feel confident enough to take that step towards a healthier life.

So many people like what they see and hear about (PRODUCT), but because they’ve been so disappointed in other products over the years, they feel it's too good to be true.

Reading success stories like yours, helps them take that first step towards meeting their health goals so, THANK YOU for sharing your thoughts with us! 

Would you be interested in helping us spread the message so even more people can get the same incredible benefits as you?

Because there’s so much stuff out there in the supplement world that doesn’t work… And because I view it as part of my job to steer people in the right direction…I’m going to do my best here to make it hard for you to say no ;).

Would you be willing to post your comments and picture on our website product page? If so, I will send you free bottle of (PRODUCT). 

Asking for an amazon review:

And if you'd be willing to visit our amazon store and purchase a bottle of (XXX) try it for 30 days then post a review, I will send you a 2nd free bottle of any free product in our store. (go here) 

Asking for a BBB review:

And if you'd be willing to post a good review on our Better Business Bureau account I will send you a 2nd free bottle of any free product in our store! (go here)

Asking for a video:

And if you'd be willing to submit a selfie style video or your review, I will send you a $100 coupon to use towards anything in our store! (go here)

Asking for a video

SUBJECT: A special request from Dr. Chasan 

Hi {%customer.firstName,fallback=%},

I'm {%user.firstName%}, manager of the Customer Happiness team here at Del Mar Laboratories, and I wanted to pass on a message from Dr. Chasan and to thank you for the great review of CeraLift you sent in.  We’re super excited to hear how it's making a positive difference in your life!

Your feedback is definitely a Win-Win for everyone. Not only does it let us know what's going on with you, it also helps others like yourself, make the choice for healthier skin. Too many people come to our site and like what they hear, but because they've been disappointed in so many other products they've tried over the years, they feel it's too good to be true. Hearing stories like yours, helps them take that first step towards feeling better! 

Dr. Chasan asked me to reach out to you about your review. We'd  love to capture a select group of our most valued customers' success stories on video - and we’d love for you to be part of the project.

All you have to do is send us a selfie style video of you talking about our product. It's helpful if you show the product in the video too.

Afterwards, we may use your video testimonial on our site or in marketing material to help others learn about how CeraLift can help them too.

Even better, in return for your time, we'd send you a $100 Del Mar Gift Card to use in the Del Mar store! 

Would you be able to help us with this?

Thanks again & we'll be waiting to hear back from you, {%customer.firstName,fallback=%}!

Video Coupons & consent to use: 

Hey {{ firstname }},This is XXX from brand’s Customer Happiness Team.  Our team is delighted to receive your awesome video! As promised, here’s your code THANKYOU100 for a $100 discount on your next order.  As a reminder, by submitting your video testimonial, you are giving <brand> consent to use the video for marketing purposes. This will help customers learn more about us. If you have questions, we’re just a reply away. Stay healthy and safe.

THANKYOU100, THANKYOU200, THANKYOU300 /DML or SCS for 1 product $100, 2 products $200, 3 products $300 (All set to one use per customer).

Use this code at checkout: Shop here: (INSERT StORE URL)

Additionally {%customer.firstName,fallback=%}, please know we fully stand behind our products so should you have any questions, issues with your orders, or need support please make sure and let me know - I will get it resolved for you right away. 

Thanks again! I am an email away if there is anything further I can do for you.