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WhatsApp Review Collection: Setup and Best Practices

Reach customers on their favourite app with Feefo WhatsApp review collection. Boost response rates and gather feedback faster through conversational messaging.

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.
  • 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 setup WhatsApp

Once you’ve unlocked WhatsApp, please tell us your intended fallback option (either via Support or contact your CSM) and if you want to nudge incomplete responses so we can configure this in the account. This fallback option is used if a customer does not have WhatsApp on their device, if they opt for another communication message or if you reach your monthly WhatsApp send limit. 

  • Go to Collection > Manage Campaigns - https://hub.feefo.com/campaigns/manage  
  • Find your campaign or create a campaign you wish to use WhatsApp for - then select Actions > Edit
  • Select Feedback Preferences.
  • Under Feedback Request Channel you will now see WhatsApp unlocked
  • After selecting WhatsApp, click Save Trigger to apply your changes.
  • In the top right select ‘Preview Conversation’ and you’ll see how your current form will translate to WhatsApp!

  • Repeat steps 1-3 but select the channel of choice for your oversend option - be sure to set WhatsApp as the initial channel once complete!

If you want to send yourself a test whatsapp, you can go to https://hub.feefo.com/sales/submit-individual-sale and enter your details and submit a sale (https://help.feefo.com/knowledge-base/manual-upload-options) - remember that if you have a campaign set up specifically for WhatsApp and not via the default you need to add the relevant tags at the bottom of the page to ensure this is triggered correctly!

When using WhatsApp, your customers need to consent to being contacted this way before a Feefo invite goes out. To do this, and stay Meta-compliant, please update any T&Cs that relate to contact methods. Letting your customers know they might receive a WhatsApp from Feefo also helps response rates, so including this on receipts, emails or Point of Sales systems always helps!

 

Question ordering

Message 1: The engagement message

This shows 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?

Options: Yes / No

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.

 

Message 2-7: Your feedback form

The next section relates to the form templates assigned to the campaign. We take the first 5 questions (except multiple select or service banner).

Note, You can only view your templates. To make changes to the questions asked please contact Support.

 

Message 8: Final Message

Thank you for your time today. Your feedback really helps {merchantname}, and we appreciate you sharing your experience with us.

Note:

  • Each conversation stays open for 14 days
  • You can send nudges to prompt incomplete responses - these count towards your monthly send allowance

  • Monthly send allowances reset on the 1st each calendar month


Tooltip (1)

 

Setup checklist

1. Account & Preferences Setup

[ ] Contact Feefo Support or your CSM with:

  • Your preferred fallback channel
  • Whether you want to enable nudges for incomplete responses

 

2. Campaign Configuration

[ ] Set up WhatsApp Collection > Manage Campaigns (link to set up section)

 

3. Testing

[ ] Go to Submit Individual Sale.

[ ] Enter your details and submit a test sale. (If using a non-default campaign - Ensure you add the relevant campaign tags at the bottom of the page before submitting.)

 

4. Compliance & Customer Communication

[ ] Update Terms & Conditions to explicitly include WhatsApp contact consent (Meta compliance).

[ ] Set expectations by letting customers know they might receive a WhatsApp invite from Feefo (e.g., via receipts, order confirmation emails, or POS systems) to boost response rates.

 

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.