Review Routing Settings

Effectively managing customer feedback is crucial for maintaining a positive online reputation. LaunchSMS’s Review Routing Settings empower you to direct customer reviews based on their sentiment, ensuring that positive experiences are shared publicly while neutral or negative feedback is addressed privately.

Accessing Review Routing Settings

1. Log in to your LaunchSMS account.
2. Navigate to Admin > Review Settings > Review Routing Settings.

Configuring Review Routing

1. Understanding Review Routing:

   • This feature allows you to route customer feedback based on their experience:
     • Positive Feedback: Encourage customers to share their positive experiences on public review sites.
     • Neutral or Negative Feedback: Direct customers to a private form or page where they can provide detailed feedback, allowing your team to address concerns directly.

2. Setting Up Routing URLs:

   • Negative Review URL:
     • Enter the URL where customers with negative feedback will be directed. This could be a dedicated feedback form on your website.
     • Example: https://yourcompany.com/negative-feedback-form
   • Neutral Review URL:
     • Provide the URL for neutral feedback, guiding customers to a page where they can elaborate on their experience.
     • Example: https://yourcompany.com/neutral-feedback-form

3. Saving Your Settings:

   • After entering the appropriate URLs, click the Save button to apply your configurations.

Best Practices

• Dedicated Feedback Pages: Ensure that the URLs provided lead to pages specifically designed to handle customer feedback, offering a seamless and user-friendly experience.
• Timely Responses: Monitor the feedback received through these channels and respond promptly to address any concerns, demonstrating your commitment to customer satisfaction.
• Continuous Improvement: Use the insights gained from neutral and negative feedback to identify areas for improvement within your products or services.

By strategically routing customer reviews, you can enhance positive online visibility while proactively managing and resolving less favorable experiences.