How to create a Shopper Approved-specific Journey
To create a Shopper Approved-specific journey, click on “Journeys” in the left-hand menu and click the “+ Create Journey” button.
2. Choose the “Start from scratch” option:
3. Choose one of the Shopper Approved Journey triggers to start your journey.
Note: these triggers will only be available after one of your subscribers fills out the checkout (initial) survey, the checkout survey with product, and the post-fulfillment (full) survey. For example, if you haven’t gotten a 1- or 2-star review, the Journey trigger “1- and 2-star Critical Review Response SMS” will not be available to you. If your Shopper Approved plan does not include Product Reviews, you will not see the “Product Review SMS” trigger in your dashboard.
The Shopper Approved Journey triggers are:
Seller Rating SMS (checkout seller survey has been filled out).
Product Review SMS (checkout survey has been filled out on a site that has product reviews). 4- and 5-star Positive Review Response SMS (post-fulfillment survey has been filled out with an overall rating of 4 or 5 stars).
3-star Neutral Review Response SMS (the post-fulfillment survey has been filled out with an overall rating of 3 stars).
1- and 2-star Critical Review Response SMS (post-fulfillment survey has been filled out with an overall rating of 1 or 2 stars).
4. After you’ve picked your trigger, you can create your Journey.
Here are some Journey suggestions:
Send a text to subscribers who have filled out the checkout (initial) seller survey and request a post-fulfillment (full) survey review:
Choose “Seller Rating SMS” as the journey trigger.
Choose “Send a message about something else” as the journey type.
Click the plus sign to add a new step, and choose “Send text message”:
For the message text, you can put whatever you would like. We recommend:
Hi {firstName}, we need your advice! Please rate your recent {companyName} experience at {rateUrl}
This will send the subscriber a link to fill out the post-fulfillment (full) survey.
Click the plus button at the end of the journey, and choose “End journey”:
Turn on your new journey:
Send a text to subscribers who have filled out the checkout (initial) survey and request a product review
Choose “Product Review SMS” as the journey trigger.
Choose “Send a message about something else” as the journey type.
Click the plus sign to add a new step, and choose “Send text message”:
For the message text, you can put whatever you would like. We recommend:
Hi {firstName}, we need your advice! Please rate your new {productName} at {rateUrl}
This will mention the product the subscriber bought and will send them a link to fill out the post-fulfillment (full) survey.
Click the plus button at the end of the journey, and choose “End journey”:
Turn on your new journey by clicking the yellow “Turn on” button.
Send a text to subscribers who have filled out the post-fulfillment (full) survey with an overall rating of 4 or 5 stars
Choose “4- and 5-star Positive Review Response SMS” as the journey trigger.
Choose “Send a message about something else” as the journey type.
Click the plus sign to add a new step, and choose “Send text message”:
For the message text, you can put whatever you would like. We recommend:
“Thank you so much for your review! We truly appreciate your feedback and will use it to better serve our future customers.”
Click the plus button at the end of the journey, and choose “End journey”
Turn on your new journey by clicking the yellow “Turn on” button.
Send a text to subscribers who have filled out the post-fulfillment (full) survey with an overall rating of 3 stars
Choose “3-star Neutral Review Response SMS” as the journey trigger.
Choose “Send a message about something else” as the journey type.
Click the plus sign to add a new step, and choose “Send auto-reply text message”
For “Select Message type”, choose “List of Keywords”
For the message text, you can put whatever you would like. We recommend:
“Would you like to talk to someone in our customer service department about your recent order?
Reply yes or no”
In Step 2 where it asks for Keywords, put “yes” and “no” as the keywords.
Click the plus sign under the “Yes” option, and choose “Add custom attribute”
Click “Create New” and enter “Would you like to talk to someone in our customer service department about your recent order?” as the custom attribute, and choose “Yes” as the value.
Click the plus sign under “Yes” and choose “Send text message”
For the message text, you can put whatever you would like. We recommend:
“Thank you for your response. Someone will reach out to you soon.”
Now click the plus sign under the “No” option, and choose “Add custom attribute”
Choose “Would you like to talk to someone in our customer service department about your recent order?” from the dropdown, and choose “No” as the value.
Click the plus sign at the bottom of the journey, and choose “End Journey”.
Turn on your new journey by clicking the yellow “Turn on” button.
Send a text to subscribers who have filled out the post-fulfillment (full) survey with an overall rating of 1 or 2 stars
Choose “1- and 2-star Critical Review Response SMS” as the journey trigger.
Choose “Send a message about something else” as the journey type.
Click the plus sign to add a new step, and choose “Send auto-reply text message”
For “Select Message type”, choose “List of Keywords”
For the message text, you can put whatever you would like. We recommend:
“It looks like you may be having an issue with your order. Would you like to talk to someone in our customer service department?
Reply yes or no”
In Step 2 where it asks for Keywords, put “yes” and “no” as the keywords.
Click the plus sign under the “Yes” option, and choose “Add custom attribute”
Click “Create New” and enter “Would you like to talk to someone in our customer service department?” as the custom attribute, and choose “Yes” as the value.
Click the plus sign under “Yes” and choose “Send text message”
For the message text, you can put whatever you would like. We recommend:
“Thank you for your response. Someone will reach out to you soon.”
Now click the plus sign under the “No” option, and choose “Add custom attribute”
Choose “Would you like to talk to someone in our customer service department about your recent order?” from the dropdown, and choose “No” as the value.
Click the plus sign at the bottom of the journey, and choose “End Journey”.
Turn on your new journey by clicking the yellow “Turn on” button.