Challenge
An e-commerce subscription business needed to collect customer reviews consistently to build credibility and improve search visibility. Manually sending review invitations was time-consuming and inconsistent, resulting in lower collection rates and missed opportunities to capture feedback after purchases and consultations.
When staff remembered to send invitations, timing was often off – too early or too late to catch customers at the right moment. The inconsistency meant review volume fluctuated unpredictably, undermining the brand’s online reputation strategy.
Solution
84EM built an automated review invitation system that sends review requests at the right moment after purchases and service interactions. The system handles timing, targeting, and tracking automatically – no one needs to decide when or whom to invite.
Product reviews and service reviews are requested separately based on the type of interaction, ensuring customers receive the right request for their experience. Consultation completions and account milestones trigger service review requests, while product deliveries trigger product review requests.
Built-in tracking prevents duplicate invitations, so customers never receive repeated requests for the same transaction. The entire process runs without staff involvement, freeing the team to focus on customer experience rather than chasing feedback.
Key Capabilities
- Automated invitation timing that sends review requests after orders reach specific completion stages, catching customers at the optimal moment for feedback without manual intervention.
- Dual invitation types supporting both product reviews and service reviews based on order content and customer events, ensuring the right review type is requested for each interaction.
- Duplicate prevention with database tracking of all sent invitations, ensuring customers don’t receive repeated requests for the same transaction.
Results
Review collection rates increased through automated invitation timing that reaches customers at the right moment. The manual process of deciding when and whom to invite was eliminated, resulting in consistent coverage across all eligible transactions.
The dual invitation system ensured that both product and service reviews are collected based on the type of interaction. Consultation completions and account milestones now trigger service review requests automatically, capturing feedback from interactions that had previously gone unreviewed.
The business maintains a steady flow of fresh reviews without manual intervention, improving both search rankings and customer trust. Review volume that previously fluctuated based on whether staff remembered to send invitations now arrives consistently as orders complete.
