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WhatsApp Review Collection

WhatsApp Review Collection is designed to help you gather customer reviews and insights through the popular messaging channel.

TABLE OF CONTENTS

 


Overview

Feefo's WhatsApp Review Collection is an innovative, on-the-go method for gathering customer feedback. By integrating WhatsApp, we transform traditional feedback forms into a natural, conversational flow that aims to increase consumer engagement and response rates.

This feature is ideal for "on-the-go" customers and those who are security conscious, as all communication is handled through Feefo's verified WhatsApp Business account. It also helps merchants gather quick, efficient insights to drive their business forward.

 

Key Features

  • Conversational Flow: The feedback form is sent as an interactive conversation, allowing consumers to provide feedback without leaving the WhatsApp platform.

  • Intelligent Fallback: A built-in mechanism identifies if a mobile number is not on WhatsApp and automatically sends the feedback request via a default channel, ensuring you never miss a chance to collect feedback.

  • Enhanced Reporting: New reporting fields, including Read Rate and Successful Delivery Rate, are available in the Feefo Hub, giving you deeper insights into your review collection performance.

  • Dynamic Forms: The form questions are pulled dynamically from the Feefo Hub, and you can even use dynamic variables to create a personalised flow for your customers.

  • Dedicated Hub Tools: The Feefo Hub provides a new campaign type for WhatsApp requests, an Opt Out and Alternative Send flow, and a dedicated Preview page to test your flows.

 

Benefits

  • Higher Engagement: Beat email fatigue by meeting customers where they are, leading to a significant increase in consumer engagement and response rates.

  • Unrivalled Response Rates: Initial testing showed a +50% increase in response rate for a luxury travel client and a 7x increase for a family-focused travel client.

  • Enhanced Trust: All requests are sent from a single, verified Feefo WhatsApp Business account, providing security-conscious consumers with a channel they trust.

  • Omnichannel Presence: This feature helps Feefo become an omnichannel feedback collection business, helping you stand out in a market where the average consumer receives 144 emails per day.

 

How to add WhatsApp as channel

  1. Go to Collection.
  2. Find your campaign or create a campaign you wish to use WhatsApp for. 
  3. Click Feedback preference.
  4. Under channel you will now see WhatsApp.

Note, if WhatsApp is not on the users device , or an alternative channel option is selected within the WhatsApp message, the feedback request will be sent via the ‘oversend’ channel. This is set in the ‘Manage Account’ Section of the Hub. We recommend obtaining mobile and email to ensure the oversend option is viable.

 

The Preview screen

Once you have selected WhatsApp as your channel you will see ‘Preview WhatsApp’. Within this screen you will see how your feedback collection will look on WhatsApp.

Please note, you are not able to edit your engagement message (first message), as it has to be META approved, and thank you message (final message). All WhatsApps will come from the Feefo business account.

On this screen you can
  1. Select your preview language
  2. Upload example consumer UGC (This will appear on screen 11 and 12 as an example) choose from:
    1. .jpg
    2. .jpeg
    3. .png
    4. browse files
  3. Export the whole flow or individual screen in .pdf, .svg or .jpg.

Note, every WhatsApp incurs a cost and is included in your base count.

Flow

The engagement message is the first message received and will show your logo uploaded in your brand profile along with the following message

“Hello {Name}, we are Feefo, the verified ratings & review platform. We are contacting you on behalf of {Company} to ask you if you are happy to provide feedback about your experience. Are you happy to engage with us on this occasion?

Note, If someone says no, thank you. It will enter an opt out flow. This asks if they would like to receive via another channel. If they say no again they are opted out of the merchant requests.

The following questions relate to your form template selected which can only be selected if it meets the following criteria: 5 questions or less and specific questions types (no multiple select or service banner, custom questions). You will see a WhatsApp logo allowing it for use.

Note, currently will only be able to view templates. To make changes to your form template, please contact your CSM. We have created some example flows for specific industries.

Note, Moderation processes and flagging remains the consistent with our other channels.

 

Summary

WhatsApp Review Collection is a powerful tool designed to help you gather more feedback, faster. By leveraging a familiar and trusted communication channel, you can increase customer engagement, boost response rates, and gain valuable insights to drive your business forward.