Feedback & Reviews
Ask where people actually reply.
Review requests by email mostly go unanswered. A short WhatsApp message after delivery gets a response — and tells you about problems before they become public.
The problem
Reviews are asked for at the worst possible moment and in the worst possible place: an email, days after delivery, requesting a form. Response rates are low, and the people most likely to bother are the ones who are angry. That produces a review profile skewed towards complaints and gives the brand no early warning — the first it hears of a fault is when it is already published. Asking on WhatsApp changes both halves: more people answer, and unhappy ones answer privately first, while the problem can still be fixed.
How it works
Set it up once. Then leave it running.
-
Wait for delivery
The request triggers a few days after the order is marked delivered, once the customer has actually used what they bought.
-
Ask one simple question
A single question with a one-tap answer gets far more responses than a form. Depth can come afterwards, from the people who want to give it.
-
Route by the answer
Happy customers get a link to leave a public review. Unhappy ones reach a human in the shared inbox before anything is posted.
Message sequence
What your customer actually receives.
Every step is configurable — change the timing, drop a step, or keep it to a single message.
-
3 days after delivery
The ask
Hi Priya! How are you finding the Vitamin C Serum? Tap a rating — it takes a second and it genuinely helps us.
-
If the rating is high
Public review request · Optional
That is lovely to hear, thank you. Would you mind sharing that as a review? Here is the link — it takes a minute.
-
If the rating is low
Route to a human · Optional
Sorry to hear that. Tell us what went wrong and we will put it right — a colleague is reading this now.
One question beats a form
The single biggest lever on response rate is how much work the reply takes. A rating that can be given with one tap will be answered by a large share of customers. A link to a page with five questions will not.
Get the rating first. Ask for detail second, and only from people who have already engaged.
Private first, public second
The real value here is not the review count, it is the early warning. A customer telling you privately that the seal on a bottle arrived broken is a problem you can still solve. The same message posted publicly is a problem you can only respond to.
Do not buy your reputation
It is worth being deliberate about the line: asking everyone and fixing complaints quickly is good practice. Offering a discount in exchange for a five-star rating is not, and most review platforms treat it as grounds for removing your reviews entirely.
Works with your store.
Order and cart data flows straight into the conversation.
-
Shopify
Sync orders, carts and customers.
Frequently asked questions
Is it acceptable to route unhappy customers away from a public review?
Asking everyone and helping unhappy customers first is fine. Suppressing negative reviews is not, and several review platforms prohibit selectively soliciting only positive ones. Keep the public review link available to everybody; the difference should be that unhappy customers reach a person first.
When is the best time to ask?
After the customer has actually used the product, which for most categories is a few days after delivery rather than on the delivery day itself. Asking too early gets an opinion about the packaging.
Will asking on WhatsApp annoy people?
One short message with a one-tap answer, sent once, is generally well received. Repeated chasing for a review is not, so let the sequence stop after a single follow-up at most.
How to set this up
The guides and articles behind this use case.
Guide
What are WhatsApp Flows?
What WhatsApp Flows are, how they differ from ordinary messages, and when to use one.
Product
Journey Builder
Build multi-step WhatsApp automation flows that trigger from customer actions — abandoned carts, sign-ups, purchases and more. No code required.
Article
What counts as opt-in on WhatsApp
Meta requires opt-in before you message anyone on WhatsApp. Here is what a valid opt-in must say, where you can collect it, and what it costs you to get this wrong.
Put this to work on your store.
Seven days free. No credit card. Live in minutes.