In the NextGen platform, you can use Journey Hub to create a Review Request triggered flow to ask customers to review a product after they have recently purchased. Listrak's reviews partner, BazaarVoice found that around 25% of all customers will only consider reviews trustworthy if the product has more than 10 reviews. You can use Journey Hub to automate your request trigger to request a review from your customers.
Initial Setup
Accessing Journey Hub
Ensure the correct organization and domain are selected in the sidebar.
Navigate to Automation > Journey Hub Journeys.
Click the New Journey button.
Then click the Start From Scratch button.
Select the Review Request event. This can be found in the Purchase category.
Give your journey a name.
Configuring the Entry Event
⚠️ The entry event will contain different properties for Shopify clients. The two options are outlined below.
Review Request
Select a condition from the drop-down to determine when a customer is eligible to enter the journey.
Last Order Item Delivery Date: At least one item changed status to shipped on the specified date. If other items from the same order were included in previously review request messages, only newly delivered items are included.
Last Order Delivery Date: The order changed status to shipped on the specified date. Some items may have been delivered in separate shipments before this date.
Last Order Item Completed Date: At least one item changed status to completed on the specified date. If other items from the same order were included in previously review request messages, only newly completed items are included.
Last Order Completed Date: The order changed status to completed on the specified date. Some items may have been delivered in separate shipments before this date.
Determine if you would like to send messages to past purchasers or only purchasers moving forward.
If sending to past purchasers, check the Also trigger for past orders checkbox.
Input a lookback window in the input box. This will identify completed orders during this timeframe. The lookback can be between 1-60 days.
Set any re-entry rules. (Optional)
💡 Re-entry rules prevent contacts who are eligible (in this case completed an order) from entering a journey if they previously entered during the configured timeframe.
Set entry prevention rules to stop contacts from entering the journey if they are in another journey, their email address or phone number matches specific criteria, or they are in a defined segment. (Optional)
💡 Use the email option to stop internal contacts in your organization from receiving an email.
Shopify Review Request
Shopify triggers a review request when the entire order has been marked as completed within the Shopify system.
Determine if you would like to send messages to past purchasers or only purchasers moving forward.
If sending to past purchasers, check the Also trigger for past orders checkbox.
Input a lookback window in the input box. This will identify completed orders during this timeframe. The lookback can be between 1-60 days.
Set any re-entry rules. (Optional)
💡 Re-entry rules prevent contacts who are eligible (in this case completed an order) from entering a journey if they previously entered during the configured timeframe.
Set entry prevention rules to stop contacts from entering the journey if they are in another journey, their email address or phone number matches specific criteria, or they are in a defined segment. (Optional)
💡 Use the email option to stop internal contacts in your organization from receiving an email.
How Customers Flow Through a Review Request Journey
Listrak receives information about purchases that occurred on your site from your ecommerce integration or from files you import into Listrak. Customers are eligible to enter the journey based on the order status in the order or order items details included in the most recently received update about the orders.
💡 Include wait steps before messages to accommodate standard shipping times.
Orders: Trigger when an order or order item changes to a status of 7 (shipped) or 8 (completed).
Shopify Orders: Trigger when status changes to delivered.
Listrak will process order changes every 60 minutes to identify any status changes in the order status.
If an order is broken into multiple shipments, only the new items that they had not been previously asked to review would be evaluated and included in messaging.
Adding the Data Management Step
The data management step is required for all purchase journey types to ensure all customers are eligible to receive messages.
Drag the Data Management action directly under the entry step.
Click on the step to edit the properties.
Give the step a name (optional).
Select Subscription Management from the drop-down.
Pick Subscribe to List from the Action drop-down.
Select the email channel.
Lastly, pick the associated post purchase subscription list.
Adjust the Exit Event
The exit events allow a contact to be removed from the journey message flow when they meet a specific condition or take an action.
Click on the step on the canvas to edit the properties.
Select the desired entry type. If needed, select the domain associated with the journey.
Add additional events, as needed.
Adding Content to the Journey
Once the entry and exit events have been set, you can then customize the content of the journey flows.
Actions
Coupons: Include coupons in the message to incentivize a customer to leave a review.
Exit: Use the exit action to stop contacts in a specific path from continuing through the journey in a specific path.
Webhook: A webhook can be configured to send information to a third-party system such as sending information to a system that manages your catalogs. Learn more about setting up a webhook.
Data Management: This action is used to subscribe or unsubscribe a contact from a list or lists when they reach the action. The step can also add or update information in a contact's profile. Profile data can then be used to personalize a message or send contacts down different paths in a flow.
Wait Step
Use wait steps to pause a contact before they receive additional messages.
Channels
The channels represent the messaging channels through which a contact can be reached from within the journey. A journey path may contain a single or multiple channel steps.
💡 When a contact reaches a channel step, the system will check to ensure the contact is subscribed to the list or short code selected in the step. If a contact is not opted-in, the channel step will be skipped and contacts will continue through the journey.
Review requests support the following channels:
Email
SMS
App Push
Displaying Dynamic Product Information
Handlebars templating language is used to format and display dynamic product information within the message creative. Handlebars can display information about the items being reviewed, such as title, as well as used in formatting the layout of the products. For questions regarding the usage of Handlebars please contact your Account Manager.
Message Delivery Settings
When configuring the channel step in the properties panel, you can turn on the message delivery settings toggle. Enabling this setting allows you to limit the time range for when a message is sent. If a contact reaches the step outside of the time range they will pause their progress until they reach the timeframe the following day and then receive the message.
You can also enable Time Zone Optimization to adjust the time to a customer's location based on their IP address, if sending an email message, or the area code, for an SMS message.
Decision Splits
Most decision splits can be placed anywhere in the journey to customize a customer's experience as they progress through the journey. Below are a few of the strategic ways decision splits can be used in a Post Purchase Journey. Once you have determined the strategy you would like to customize, learn more about configuring your decision splits.
💡 Use the multi-path option to create a fully customized experience for different groups of purchasers.
✉️ Engagement Split: This split can change a customer's path if they have engaged with a previous channel. Use this type of split to send additional messages to those who have shown interest or try to engage a customer in a different channel if they have not engaged.
📦 Purchase History Split: This split can customize a customer's path based on their past order history. Using the multi-split functionality you can tailor the request mssage based on the total number of orders a customer has placed to treat one-time vs. repeat buyers differently.
🛍️ Order Details Split: This split can customize a customer's path based on the items in their current order. Change the message creative or messaging based on the category or product which the customer is reviewing.
📱 Channel Affinity Split: This split can be used to prioritize the messaging channel used to communicate with a customer.
🔀 Random Split: The random split can be used to test different components of a campaign by sending a percentage of customers one experience and the rest another experience. Use the random split to test how many messages to include, which subject lines have impact on open rates, or test how long to wait between messages.
☑️ Subscription Split: This split can be used to customize a contact's path based on how, when, or if they are subscribed to a specific list. This can be used to tailor a customer's path based on their membership to other programs that may have lists in your Listrak account, such as a loyalty program.
ℹ️ Profile Field Split: This NextGen-specific split can be used to customize a contact's path based on the value stored in a field in the contact's profile. A single field can be evaluated per decision split path. The field can be evaluated for a single value or a one of a series of values.
🌓 Segment Split: This NexGen-specific split can be used to customize a customer's path based on if a contact is a member of a segment. A single segment can be evaluated per decision split path.
Activating the Journey
Once all messages have been created and the paths established, you are ready to activate the journey so that contacts can start receiving the new path and messages.
To activate, select the Activate button in the top right corner.
⚠️ If replacing an existing Conductor conversation with a journey, be sure to terminate the existing conversation so that purchasers only receive one series.
Example Journey
This is a simple journey with a single email and single SMS message asking a customer to review their most recent purchase. There are no frequency rules applied because the review request should be sent for every purchase. There is a decision split that evaluates if the purchase contains one of three categories. These categories may take longer to ship due to their size, so different wait steps are used to account for longer shipping times. As a result, the wording of the messaging is also different so the messages are different in each path.
Utilizing Review Data
Once you have begun collecting product reviews, you can capitalize on the social capital of these reviews by incorporating the data into other areas of the Listrak platform.
Add product star ratings to dynamic product recommendations
Add product star ratings to the items featured in a cart or product browse campaigns
Add review titles or text to the items featured in a cart or product browse campaigns