Collecting reviews on TripWorks is seamless with our automated follow-up emails. You can choose to send up to three emails after a guest completes their activity, ensuring you gather valuable feedback from your customers. Collecting reviews is crucial for tour operators as it helps build credibility, attract new customers, and continuously improve the quality of your services based on your guest's experiences. This article will guide you through the TripWorks review flow and what it looks like from your customer's perspective.
Video Walkthrough
The Review Flow
After your guest completes their activity, they will receive an automated follow-up email containing a "Write a Review" button
Upon clicking this button, the guest will be redirected to the internal customer review page where they can provide their name, location, and star rating
Positive Reviews (4 or 5 Stars)
If the guest leaves a four or five-star rating, they will be redirected to a second page thanking them for their review and prompting them to share additional feedback on your social media channels
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Guests can then select one of these options and leave a comment and rating on that platform.
Important Note
The links shown in your review list (the photo on the right) are dependent on what is set up under the Social Media section of your General Settings. For example, if you only have links added for TripAdvisor and Google, those will be the options displayed.
Negative Reviews (3 Stars or Less)
If the guest leaves a three-star rating or lower, they will be prompted to provide additional feedback explaining their negative experience.
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After submitting their review, they will see a thank you page, but they will not be shown the social media links
This helps filter out negative reviews from public channels like Google, Yelp, and TripAdvisor.
Viewing and Managing Reviews
You have full access to all reviews left through TripWorks on your guest reviews report
Why do some of my 4 and 5 star reviews not have a comment?
Some four or five-star ratings may not have additional comments if the guest did not proceed to selecting one of your connected social media links after rating.
Customizing the Review Flow
Editing Email Templates
You can customize the follow-up email template in your message template library by editing the "Write a Review" button, re-writing the email copy, adding images, and more to ensure the email aligns with your brand. You can also enable SMS delivery to send review links via text message. See more on Editing an Existing Message Template or Creating a New Message Template.
Setting Up Follow-Up Emails
Follow up email automations can be set up inside the Activity editor
Here, you can select how many follow-up emails are sent and the time in which each are sent to your guests. Check out more on Event Follow Up Messages.
Redirecting Customers to Social Channels Instead of Utilizing the TripWorks Review Flow
You may prefer to send customers straight to your review platform, rather than utilizing the TripWorks review flow. In this case, you can link your preferred channel to the “Write a Review” button. When your customer selects “Write a Review”, they will immediately be redirected to the linked channel to leave their review.
If you prefer to redirect your customers directly to your review channel, such as Google, refer to our knowledge base article on How to Make the Review Button Link to My Google Reviews.
If you have any questions or need assistance with setup, please let us know. Thank you for using TripWorks to gather valuable feedback and improve your services!