LL - Managing Stamped reviews in HelpScout

Replying to customers who submit a review via Stamped.io:

21 days after a customer places an order at the Vitalifi.me, DelMarLaboratories.com, or SunCoastSciences.com shopify stores, they are sent an email asking them to submit a review of the product they purchased. They are promised a 20% coupon for submitting a review and a 30% coupon if the send in a picture or video with their review. 

Once they submit their review 2 things happen: 

1. Their review is received in the stamped.io app so a member of the marketing team can review it before it's published to our website. 

2. A copy of the review is received in HelpScout so a member of the customer happiness team can reply. The review copy includes their rating score, review details, and email address, so the CH team can send a confirmation and their promised coupon, as well as respond to any customer service needs they may have, and nurture the relationship.

Example of a DML review received in HelpScout:

Agent actions:

  • Reply to the email using one of the appropriate saved replies (SR) in HelpScout.
    • 1 Review - Positive Results (Generic)
    • 1 Review - No Results
    • 1 Review - Just started using (not using it long enough)
    • Customize the SR if needed, in order to address any other issues that might arise.
  • Add a Tag: 1 star review, 2 star review, 3 star review, 4 star review, or 5 star review
  • Add a Note: notate what the customer said about the product. 

Next Step: 

Since our initial reply asks them to send a picture for a 30% coupon, once the customer sends a picture - 

  • Send the "Thanks for picture/30% coupon" reply
  • Assign the ticket to to COREY and send him a slack message so he can add the picture to the review on our website.

Finally - post GREAT reviews in the BRAND Feedback channel in slack, along with customer name, email address and ticket number.

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. 

For really great testimonials, the Testimonial Coordinator should ask the customer if they'd like to submit a video and receive a $100 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: 


Written responses

Positive Results:

[SUBJECT: Thank you for your (COMPANY) review!]

Hey {%customer.firstName,fallback=%}! 

Thanks for the awesome review you sent in! I am so happy to hear that (PRODUCT)  is exactly what you expected it to be. It definitely warms my heart reading your comments and I hope you keep us updated on your progress.

As a token of our appreciation for writing a review, here's a coupon code for 20% off your next purchase. Simply enter this code: THANKS20 during your next checkout in our store (LINK TO STORE)

*If you are on our VIP program we are happy to apply this 20% discount to your next shipment instead (just shoot us an email and include the code). 

{%customer.firstName,fallback=%}, thanks again for providing feedback and being a loyal customer. Please know we fully stand behind our product so should you have any issues at all with your order, please make sure and let me know - I will get it resolved for you asap.

I hope this helps assure you that we are truly here to support you on your journey to improved health. I am an email away if there is anything further I can do for you!

P.S. If you'd like to send in a picture to go along with your review, I'd gladly send you a coupon for 30% Off too! (just a headshot is fine).

No Results: 

[SUBJECT: Thank you for your (COMPANY) review]

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

Thank you for taking the time to comment on your results with (PRODUCT) It's nice to hear from you. 

I'm really sorry to hear you’re not seeing the results you'd hoped for yet. As a consumer myself, I know how frustrating it is when you get started on a new product and don't see the changes you were expecting soon enough.

(PRODUCT) is one of our most popular products and we hear from people every day who are greatly enjoying its benefits, but results do vary from person to person. With consistent daily use, many report seeing results in as early as 2 weeks. It's important to know that as with most supplements, it typically takes about 3 months for your body to fully respond, which is the basis of our product. 

I'm confident that with consistent and continued use, you’ll also enjoy wonderful results. 

As a token of our appreciation for writing a review, and to give you a chance to continue using the product, I'd like to give you 20% Off a future purchase. Just enter code: THANKS20  during your next checkout in our store: https://store.delmarlaboratories.com/collections/all

* If you are a member of our VIP program we are happy to apply this discount to your next shipment instead (just shoot us an email and include the code). 

{%customer.firstName,fallback=%}, please know we fully stand behind our product so should you have any issues at all with your order, please make sure and let me know - I will get it resolved for you asap.

I hope this helps assure you that we are truly here to support you on your journey to improved health. I am an email away if there is anything further I can do for you!

Not using long enough or just started using:

[SUBJECT: Thank you for your (COMPANY) review!]

Hi {%customer.firstName,fallback=%}, 

Thanks so much for sending in your review of (COMPANY) (PRODUCT). It's one of our most popular products! 

I wanted to let you know that results can take time for some, and I hope with continued use, you’ll enjoy the wonderful benefits of it. Please make sure to keep us updated on your progress.  

As a token of our appreciation for providing feedback you should have received an email containing coupon for 20% off a future order. Just in case you didn't - use code:    THANKS20  during checkout at https://store.delmarlaboratories.com/collections/all

{%customer.firstName,fallback=%}, please know we fully stand behind our product so should you have any issues at all with your order, please make sure and let me know - I will get it resolved for you asap.

I hope this helps assure you that we are truly here to support you on your journey to improved health. I am an email away if there is anything further I can do for you!

Thanks for the picture:

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

Thank you so much for posting a wonderful picture along with your review. As a token of our appreciation for posting a picture, I would love to send you a coupon code for 30% off your next purchase. Simply enter this code: THANKS30 during your next checkout in our store.

{%customer.firstName,fallback=%}, thanks again for providing feedback and being a loyal customer. We really appreciate you!

Have a wonderful day, {%customer.firstName,fallback=%}.

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