Encouraging Customer Reviews with a Review Request Flow on Klaviyo

Aim: To guide you in setting up a review request flow on Klaviyo.

Optimal Outcome: To automate your review request email flow through Klaviyo so you can solicit feedback every time a customer purchases from your store.

What do you need to start:

• Your Shopify store or website should be linked to your Klaviyo account.

• Klaviyo account

Why is this SOP Important: Setting up a review request email flow can help you improve customer satisfaction, address issues, and build a positive online reputation. By actively seeking out and responding to customer feedback, you can demonstrate a commitment to continuous improvement and build stronger relationships with customers.

When and Where to execute: Shopify store and Klaviyo account. You should give enough time for customers to try or experience the product or service first before sending the review request email.

Who Should Be Doing This: Marketing staff, Customer care manager, person responsible for setting up automation

What is the review request flow?

A review request flow is a series of automated emails that are sent to customers, employees, or other stakeholders to request feedback and encourage them to leave a review or rating. The purpose of a review request email flow is to collect feedback, improve customer satisfaction, and build a positive online reputation. It’s a powerful tool for businesses to solicit feedback, improve customer satisfaction, and build a positive online reputation. By automating the process and providing incentives, businesses can encourage customers to leave reviews and ratings, and use the feedback to improve their products, services, and customer experiences.

Execution

Resources/Tools & Set up

• Connect your Shopify account with Klaviyo

• Enable onsite tracking for your store or website

• Set up review request email strategy

• Set up dynamic coupon code (Follow this guide, SOP 251: Setting Up Dynamic Discount Codes.)

• Set up a review request flow on Klaviyo

Connect your Shopify account with Klaviyo

1. Login to your Shopify account.

2. Select Marketing from the left menu.

3. Select View more marketing apps in the Marketing apps section.

4. Search Klaviyo from the search bar at the top-left section of the page.

5. Click on Add app.

6. Create or log in to your Klaviyo account, then click on Continue with Integration.

7. Review permissions required.

8. Click the Install button at the upper-right corner of the page.

9. Add your business info then click Continue.

10. Fill out the Sender Name and Sender Email Address. This information will appear on your subscriber’s inbox.

11. Choose your top business goal.

12. Choose how you want to reach your audience.

13. You will then be prompted to confirm your email. Log in to your email and click the link to confirm your account.

Enable onsite tracking from your store or website.

Note: Based on your Customer Privacy settings in Shopify, Klaviyo may not track onsite events (including Active on Site and Viewed Product) for visitors to your Shopify store in the EU, EEA, UK and Switzerland, unless they have provided consent.

1. Navigate to the left menu and click your brand name, then click Integrations.

2. Choose Shopify then click View Settings.

3. Check the box next to Sync your Shopify email subscribers to Klaviyo, then select the list that you want to sync.

4. Sync all profile data from Klaviyo to Shopify then make sure Email Subscription is also selected.

5. Click Connect to Shopify. Klaviyo now has access to Shopify events such as check out started, placed order, fulfilled order etc.

Set up your review request email flow

Email #1: Integrate ‘leave a review’ message into your post-purchase communication

Example:

Email #2: Incentivize product reviews to encourage feedback (subject line: Let us know your thoughts for the chance to win $50 voucher)

Example:

Email #3: Get interactive with embedded surveys

Example:

Set up a review request flow on Klaviyo

1. Login to Klaviyo.

2. Navigate to the left menu and click Flows.

3. Select Product Review / Cross Sell card, then click Get Started.

4. In the left menu, you can customize the event that will trigger the review request flow setup. Once this is done, scroll to the bottom then click Done.

5. Next, customize the time delay between your fulfillment completion and the email being sent, then click Save.

Note: It’s important to time the review request emails appropriately. For example, if you send the email too soon after a customer has made a purchase or used your service, they may not have had enough time to form an opinion. Conversely, if you send the email too long after the experience, they may not remember the details or may have lost interest.

6. Set up A/B testing for sending schedules. To do this, follow this detailed guide, SOP 243: A Guide to A/B Testing Email Schedules.

7. Click the email card, then navigate to the left menu and click Edit.

8. It’s a good practice to run A/B testing on the subject line for every email inside the flow. To do this, follow this detailed guide SOP 244: A Guide to A/B Testing Subject Lines.

9. Customize the Flow Content.

10. Name - provide a name for this specific email.

11. Subject Line - create an attention-grabbing subject line. You can use the Subject Line Assistant for help.

12. Click Edit Email then click Change Template.

11. You have several options to edit the email contents.

Text Only - If you just want to send a simple text-only email.

HTML - if you have complete control over the email design and configuration, you can use code to set up your email.

Drag and Drop - you can take advantage of email templates with pre-set design

12. You can choose from the pre-designed email templates.

13. Preview the template and click Use template.

14. In the left menu, you’ll see options for customizing the elements of your email contents.

15. You can add your dynamic coupon code to your email content. Follow this guide to learn how to create and embed your code SOP 251: Setting Up Dynamic Discount Codes.

15. Review and proofread your email content. Once you’re good with the contents, scroll down and click Done.

16. At the upper right corner, click Review and Turn On.

Conclusion

That’s it! By setting up your review request email flow, you’ll be able to encourage your customers to share their feedback and experiences which can lead to increased engagement and participation.

• Regularly collecting and monitoring customer feedback through review request emails can help you identify and address issues before they become larger problems, leading to improved reputation management.

• Review request emails can provide businesses with valuable insights and feedback that can be used to improve products, services, or processes. This feedback can also help you understand their strengths and weaknesses and identify areas for improvement.

• Positive reviews and ratings from customers can increase conversion rates and help attract new customers. By actively seeking out and promoting positive reviews, you can leverage social proof to build trust and credibility with potential customers.

Execution Best Practices:

• If you’re sending a cross-sell email along with your request for review, set up correct links on your email content that land on the product page, best-seller page, or collection page (not the home page).

• Run all tests for a month or until you can gather sufficient data to analyze your results.

• Use subject lines that get your emails opened (Your opinion matters, Well, did you like it?, Leave us a review and win a $50 voucher on your next purchase…)