Automation
Review Request: Automated Asks That Arrive at the Right Moment
A review request sent three days after a positive interaction converts at a fraction of the rate of one sent the same day. Deploy this automation and every review request fires at the trigger event, personalised to the interaction, through the channel most likely to convert.
How it works
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Trigger: a support ticket closes, a purchase delivers, or a service appointment completes
Fires the moment a support ticket closes, a purchase delivers, or an appointment completes.
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Personalised request sent
References the specific interaction, not a generic ask.
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Smart platform routing
A customer who already reviewed on Google routes to Trustpilot or an industry directory instead.
✓ A customer who's already reviewed on Google routes to Trustpilot or an industry directory next time.
→ A customer who hasn't reviewed anywhere yet gets the primary platform link.
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Single follow-up, then stop
One reminder after a defined interval, then the sequence closes.
Review requests fail most often not because customers are unwilling to leave reviews but because the ask arrives at the wrong time, through the wrong channel, with a message that reads like a broadcast. A customer who just had a great experience is primed to share it. Ask them the next day and that priming is weaker. Ask them three days later and the moment has passed entirely. Deploy FeedbackRobot's review request automation and timing is driven by the trigger event, not a schedule. A support ticket marked resolved triggers a request within the hour. A purchase delivered triggers one at the expected delivery moment. A service appointment completed triggers one as the customer leaves. Each request is personalised to the specific interaction, mentioning what was resolved or what was purchased. The automation also handles smart routing. A customer who already left a Google review gets directed to Trustpilot or your industry-specific directory to build cross-platform coverage. A customer who clicked through but did not complete receives a single follow-up after a defined interval. The entire sequence runs without manual intervention, and the review volume accumulates continuously rather than in campaign spikes.
Frequently asked questions
Why does timing matter this much for review requests generally?
A request sent the same day as a positive interaction converts far better than one sent three days later, once the specific details and the emotional response have faded.
What happens if a customer already reviewed on one platform?
They're routed to a different platform to build coverage across more than one, rather than being asked to review the same platform twice.
Does this send more than one follow-up if there's no response?
Just one, sent after a defined interval, the sequence then closes rather than repeatedly asking.
Can requests be personalized to what was actually purchased or resolved?
Yes, the message references the specific interaction, which measurably increases both open and click-through rates over a generic template.
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