Why do customers get sent directly to Google, or any 3rd party review site to leave a review through Customer Voice?

Google updated its 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. Selected review sites will appear directly in the email, and all customers will be asked to leave a review.

 

Note: This doesn't affect the SMS review request workflow, as it already complies with these guidelines.

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