It has never been easier to send customers a review request via text message. This is a fantastic and robust solution to get your review requests into the hands of customers who only communicate via their mobile phones.

If you plan to use this feature, please take a few minutes to read this post and share it with your staff. It will show you when to send your review request by text, email or both.

When you send a review request via text or email, they are both sent and delivered within seconds. Some people are more likely to respond to a text message, while others are more likely to respond to email.

You will have a slightly higher open rate when you send your review request by SMS. This statistic, however, is misleading. Just because someone is more likely to open your review request via text does not mean that they’re more likely to make the extra effort necessary to write a review from their mobile phone.

In the end, it’s the number of reviews that are written, not the open rate that matters most. Because it’s generally easier for people to write a review from their desktop computer, you’ll want to make sure they have that option whenever possible.

If you send your review request by SMS, you’re forcing your customers to write a review from their phone. If you send them a review request by email, you’re giving them the option to write their review from their phone or from their desktop computer. Email is generally a better option when it comes to making it easier for customers to write a review. So, if you’re going to text your review request, try to send an email too.

If you’ve used the system for any length of time, you know that a huge percentage of your reviews were written only after your customer received your off-the-hook review reminder email. The reminder is sent to customers if they do not respond to your initial review request. Our statistics show that this feature alone is responsible for DOUBLING the number of reviews you’ll get … and it is ONLY available when you send your review request by email.

Due to the perceived urgency and personal nature of text messaging, the system does not send a second text reminding your customer to write a review. This is what we call the One-And-Done method. Some of your customers may not mind receiving an unsolicited text message three days later reminding them to write a review but many of them would find it pushy and intrusive.

If you send your customer a review request via text message and you want to double the chances of them responding, send an email too.

When you send customers review requests by email, everyone (whether they write a review, testimonial or feedback and even those who don’t respond at all) will receive your coupon/flyer with a request to share it with their family and friends.

If you send your review request by text, only those who write a testimonial will receive your coupon/flyer. Customers who write a review will not receive a coupon or flyer.When you send an email along with your text review request, everyone will receive your coupon/flyer.

Google makes difficult to write a Google review from many mobile phones. Fortunately, the Five Star Review System does a fantastic job of guiding your mobile customers to your review page on Google Maps where they can write a review whether you send them your request via text or email. However, it’s much easier to write a review on Google from a desktop computer than it is from a mobile phone.

It’s also easier for people using an Android phone to write a review on Google than it is for people using an iPhone. Consider both of these factors when you send your review request by text only.

Sending a review request by SMS is a wonderful alternative when the person who has offered to write a review does not have an email address or asks that you send the request via text. Texting may be the only way to get your request into their hands.

Because email is a better choice in virtually every other circumstance, try to send your review request by email or by text and email. This will get you the most reviews and most referrals.

Google Or Bust

I’m going to show you five specific things you can do with the Five Star Review System to get ONLY Google reviews. Before I do, please allow me to list some of the reasons why I think this is not a good long term review strategy, but is a great potential short term strategy.

There are few things I want you to notice in this revised text.

1. The first thing your customer is going to see after the greeting is a link to your Google Review page. This makes it easy for those reading your text on a cell phone to quickly see your review link.
2. The text is very specific about writing a review on Google. There is no question as to what you want them to do and what they can expect if they do not have a Google account.

You can change the text by going into System Settings > Review Request Settings to the bottom of the page and click Customize Emails