Overview
Effort: high
Works with: Klaviyo, Attentive
Best for: email marketers, lifecycle marketers
Negative reviews are one of the strongest — and earliest — indicators of customer churn. Create an automated email or SMS flow that proactively reaches out to customers after they submit a review rating of three stars or below. Ask for more details about their experience, recommend a different product, and offer an apology, refund, or discount to make things right.
By following up after a negative review, you’re initiating a personalized conversation with an unhappy customer to prove your commitment to doing better. Eventually, they may even come back to make another purchase based on your dedicated customer service.
Best Practices:
- Test different messaging and offers depending on specific star ratings
- Include liquid variables to make the email feel more personal
- Set up notifications for your support team to manage responses
Goals
- Improve brand credibility
- Improve user experiences
- Prevent customer churn
Key Benefits
- Create personalized customer experiences based on their review ratings
- Collect additional product feedback and personal CX anecdotes
- Resolve issues that keep customers from returning to make another purchase
