How do you collect reviews from your customers?
Rupal Saini
37 replies
Do you think it's worth spending time increasing reviews on sites like G2 and Capterra?
Replies
Richard Reis@richardreeze
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For B2C (where prices are low), sites like Capterra or G2 only help your SEO.
For B2B (where investments are higher), review definitely matter. Before spending a lot on a product that may or may not help my business, I make sure to read the reviews first 😅
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@richardreeze Interesting observation! Do you think the importance of reviews changes depending on the industry or type of product in the B2B space?
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@rupal_saini I can only speak for myself, but to me it's a price thing (more than industry or type of product).
If I'm going to spend more money on something (usually B2B), I want to make sure it'll work as advertised (which is why I read the reviews first).
By the way! I also read videogame reviews. So yeah it's definitely a price thing. If I'm going to spend $50+ on a videogame, I want to make sure people say nice things about it. For example, this is why I didn't buy the first release of Cyberpunk 2077.
But if the price is small (or free), reviews matter less. I can just give it a try and not feel like I lost anything.
TLDR: The more expensive your product, the more reviews you should collect (I'm speaking from a customer's pov).
For my psychology handbook, I often ask them about after a week or so to leave a review through email.
@vaibhavdwivedi Does requesting reviews via email yield good results? What’s the typical response rate for people providing feedback? Any insights you can share?
@rupal_saini Since it is a digital product, that's the one and only way that works from what I believe. If it was a Saas product, it's easier to do it through small pop-up based survey. That works as long as you keep the friction to collect feedback, minimum.
I prefer to use review widgets on the website to entice visitors to submit reviews directly on the site, as well as to use your social media channels to solicit reviews from my customers.
@monica_mitchell This is a great approach! Can you share your website? I’d like to take a look at the widget.
it always make sense to dominate 1 channel than move on
Starting from day one:
— ask customers to hop on Zoom Call and share their experience. You can make articles, testimonial vids and posts. For early customers it works better than triggered email and tools
Got +solid 5-10 here?
— add regular NPS/CSAT. Great CSAT —> get in touch and ask if customer willing to share review
Got +5-10 more?
— start adding testimonial hooks in the product and workflow. Ask on quarterly business review meetings with customers, triggers on certain events
Got +5-10 more?
— think about making case study a part of onboarding journey, especially if its really helps customer with clients
and so on...
The only solid rule I'd follow is master one channel first.
I would interact with followers on twitter looking for desired answers and then the user who answered got a month's membership to my product.
Truva
Launching soon!
We use automated emails, personal outreach, and in-app prompts to collect customer reviews. Incentives like discounts help boost responses. Investing time in G2 and Capterra reviews is worthwhile, as they build credibility and influence potential customers.
@hamza_afzal_butt Ah, great addition! Incentives can encourage reviews, but do you think offering them might affect the authenticity of the feedback?
XspaceGPT
To be honest, I do gather some reviews, but mostly to enhance my landing page. I typically use tools like https://testimonial.to/
Do you have any other recommendations?
@bonvisions Thanks for sharing! I’m currently researching this topic and will share any findings if I come across something useful.
Jupitrr
We are currently using Posthog for internal reviews. For the validation, I think its totally worth your time on G2 and Capterra. However, you should prepare for the launch so you can do damage control if needed.
Launching soon!
Survey sent to active beta users and power users - we also have a feedback tab in the app to really highlight their requests and understand what they look like for people actually using the platform.
I think it's 100% helpful to get G2 reviews. I think you can often offer them in exchange with other SaaS providers on PH - connect with them here and offer in-kind reviews to get a solid baseline.
@rupal_saini Yeah! A more frictionless way to collect feedback
My business is a consumer market-oriented PLG (Product-Led Growth) company, offering a web-based AI tool. We primarily collect customer reviews through private community platforms like Discord. However, the most valuable feedback often comes from direct communication channels such as Line, WeChat, Instagram, and Facebook Messenger. It's interesting to note that users tend to share their thoughts with us directly through these platforms rather than using the feedback channels embedded in our product.
Additionally, we also monitor customer reviews through third-party social media promotions, such as posts and videos on Red-Book and YouTube. The comments under these posts often provide very genuine insights.
@timliao Thank you for sharing your approach. How do you manage to collect reviews from various channels like Line, WeChat, and Instagram? Do you actively market your business on these platforms and request feedback directly from customers?
Also, how do you handle collecting reviews from Discord? Do you have a dedicated community there?
@rupal_saini no. only instagram. other's are personal account. Just because they know me and know who i am.
I have discord community, but there're on reviews right now.
Gathering customer reviews is very important. It helps you understand how people actually feel about your product. By regularly collecting feedback, you can keep improving and make sure your product stays useful and relevant.
I mostly collect reviews from customers through follow-up emails, feedback forms, and direct requests during or after their interaction with our service.
Totally! Reviews on platforms like G2 and Capterra can really enhance your product's reputation
@karan_mandal2 Thanks for sharing your perspective. Are there any B2B SaaS products you discovered through G2 or Capterra based on reviews that you’re currently using?
Definitely worth it
Yes, it's a strategic move. Positive reviews on G2 and Capterra enhance our product's credibility and can influence potential customers.
@priya_rani5 Thanks for sharing your perspective! Have you found any B2B SaaS products through G2 or Capterra that you’re using now?
Collecting reviews from customers can be done through multiple channels. We send follow-up emails after purchases, utilize in-app prompts, and encourage feedback on social media. Ensuring the process is simple and convenient helps us gather valuable insights from our users.
Every little bit helps, but personally I believe that we know our customers better than a third party would!
And if I were to put myself into customers' shoes, I don't leave a review unless I have a very strong feeling towards the product or service.
With a certain level of segmentation, you can make the survey relate to each customer group. Timely survey also a great trigger to tell that you personalize the survey.
Imagine a specific ask after you start a free trial for a day, and you get an email with subject line "How easy was your day 1 experience with us?" vs a random day down the line that we want to collect some pain points for product iteration ;)
@nutnicha_m Absolutely! Targeted surveys and personal insights often work better than general reviews. I’ve noticed many products use this approach, asking for feedback via email or within the app while users are still engaged.
Incorporating a review request within the product packaging has been effective. A small card with a QR code linking to the review page encourages customers to share their feedback.
@larry_kim3 Interesting approach! Have you seen an increase in feedback as a result?
Collecting reviews from customers can be crucial for businesses to gather feedback and build credibility. Here are several effective ways to collect reviews:
1. Email Requests: Send personalized emails to customers asking for feedback after they've made a purchase or used your service. Include a direct link to the review platform.
2. In-Store or On-Site Requests: If you have a physical location, you can ask customers to leave a review on platforms like Google or Yelp through signage or verbally.
3. Social Media Requests: Utilize your social media channels to ask followers for reviews. You can create posts requesting feedback or use features like Instagram Stories' question stickers.
4. Review Cards or Receipts: Include a request for a review on printed materials like receipts or business cards that you give to customers.
5. Offer Incentives: Provide a small discount or entry into a giveaway for customers who leave a review. Be mindful of platform guidelines regarding incentives.
6. Follow-up Calls: For high-value products or services, consider following up with customers via phone to ask for their feedback.
7. Website Widgets: Use review widgets on your website to encourage customers to leave reviews directly on your site or link to external review platforms.
8. Partner with Review Platforms: Partner with review platforms like Trustpilot or Yelp to actively gather reviews through their systems.
9. Respond to Reviews: Engage with existing reviews by responding promptly and professionally. This encourages more customers to leave feedback.
10. Provide a Seamless Experience: Ensure that leaving a review is easy and straightforward. Reduce friction by providing clear instructions and links.
By implementing these strategies, businesses can effectively gather reviews from customers, which not only helps in improving products and services but also builds trust and credibility among potential customers.