Client Background
Client Overview
- Name: Undisclosed
- Industry: Startup in the service sector, operating multiple locations (over 100), with a strong focus on customer satisfaction.
Initial Challenges
Challenges
- The client had mixed ratings on Trustpilot and Google Maps, which impacted their online reputation and could potentially deter new customers.
- They needed to improve their ratings not only to enhance customer perception and trust but also to boost their rankings on platforms like Google Maps. Higher ratings would drive more traffic to their listings, increasing business opportunities and attracting potential customers.
Impact on Business
- Lower ratings on platforms like Trustpilot and Google Maps not only affect customer trust but also influence Google Maps rankings, which can lead to reduced visibility and fewer business opportunities.
Objectives
Goals
- Increase the average ratings on Trustpilot and Google Maps by encouraging satisfied customers to leave positive reviews.
- Enhance visibility on Google Maps, leveraging higher ratings as a ranking factor to attract more potential customers.
Solution
Approach
- Internal Review Collection: Utilized the startup’s existing internal rating system to gather customer feedback post-service.
- Targeted Review Requests:
- Google Maps: For 5-star internal reviews related to specific locations with Google My Business (GMB) listings, customers received a follow-up email thanking them and requesting a Google Maps review, with a direct link provided.
- Trustpilot: For general 5-star internal reviews not associated with a GMB location, customers were directed to leave a review on Trustpilot.
- Automation: Automated the process of identifying which location each customer used, ensuring that they received the appropriate Google Maps or Trustpilot link for their review. Additionally, personalized emails were sent automatically, thanking customers and encouraging them to leave positive reviews. This streamlined approach ensured timely and consistent follow-up with satisfied customers, increasing the likelihood of receiving 5-star reviews.
Implementation
Timeline
- Total Duration: 2 weeks
Project Phases
- Setup: Coordinated with their internal team to send an API call with the necessary data whenever a 5-star review occurred. Created tables to match locations with GMB review links.
- Email: Developed and automated personalized emails for review requests on Google Maps and Trustpilot.
- Monitoring and Adjustments: Ongoing monitoring of review scores and refinement of the approach to maximize the effectiveness of the campaign.
Client Collaboration
- Collaborated closely with the client to integrate the technical aspects and tailor the email content to their brand voice, ensuring seamless integration into their operations.
Results
Quantitative Metrics
- Trustpilot Improvement: Increased the average rating from 3.6 to 4.7 stars, with the number of reviews growing from 100 (in over 6 years) to 285 (just a year later).
- Google Maps Improvement: Achieved similar improvements across various Google Maps listings, positively impacting local search rankings and visibility.
Additional Insights
- SEO Benefits: Higher ratings on Google Maps not only improve customer trust but also serve as a ranking factor in Google’s local search algorithms, leading to increased visibility and potential business.
- Scalability: The solution is scalable and can be customized for other clients, including implementing an initial survey to screen customers before directing them to public review sites.
Future Enhancements
- AI-Powered Review Responses: As a potential second phase, we could implement an AI system to automatically respond to reviews. This not only enhances customer engagement but also positively impacts SEO, as active management of Google Maps reviews is a ranking factor.
Testimonial
Client Feedback
- “The automated review request system has significantly boosted our online ratings, enhancing both visibility and customer trust. It has been pivotal in driving business growth and improving our digital presence.”
Key Takeaways
Summary of Success
- Successfully increased Trustpilot and Google Maps ratings through an automated review request process, improving the company’s online reputation.
- Enhanced visibility on Google Maps, leveraging improved ratings as a ranking factor to attract more potential customers.
- Provided a scalable solution that can be further enhanced with AI-powered review management, ensuring sustained growth and engagement.