Recently, Google updated their guidelines for requesting reviews. “Don’t discourage or prohibit negative reviews or selectively solicit positive reviews from customers.”
In response to this, we have removed the ability to check customer sentiment before leaving a review through Customer Voice. Customers will now be sent directly to Google, or any 3rd party review site, to leave a review.
Updated email requests
Selected review sites will now appear directly in the email, and all customers will be asked to leave a review. Existing email templates will remain the same, however, email content will be replaced with new messaging that aligns with the direct workflow. If custom messaging is required, it will need to be changed manually.
This doesn't affect the current SMS workflow, as it already complies with these guidelines.
No immediate action is required. All accounts will be automatically migrated to this new workflow on May 9th.
Feel free to download the attached deck to help communicate these changes with your clients.