Let a customer contact support before they leave a review

A customer who had a problem with an order gets your review request a week later. They can reach the review form in one click, but they have to find your contact page. Most of them want the problem fixed more than they want to write about it. The review form includes a way to reach support.

Customers want help with the problem

After a bad experience, consumers reduce or stop spending with a brand more than half the time¹. Their review describes what went wrong with the order. The parcel came late, the strap broke, or nobody answered the email.

In these reviews, the customer tried to reach someone first or could not find how to contact them. The review form was the first place they could report the problem.

Put the support option where the customer already is

Every customer you ask for a review reaches the review form. They describe the problem there, so put the offer to fix it on the same page.

Add a short line from you in your own words, plus subject and message fields that send to your support inbox. Keep a button that continues to the review.

The review path stays open, so your customer can choose to write a review or contact support to get the problem fixed. The page does not choose for them or hide the review.

Answer the support message

The support message arrives in your usual inbox. Answer it as you would any other support message, within the time you promise. Fix the order and leave the review request where it is. The customer still has it, and the review they write after the fix describes the fix.

What Reviewsion does

The support first feature requires the Pro plan. You turn it on and set the email address for support requests. The customer can contact support before they leave a review. They write a subject and a message, which arrives in your support inbox by email. It includes their email address, so you can reply from wherever you read your mail. "Continue with Review Instead" stays on the page, so the review path stays open. After the customer sends the support request, the page still offers "Continue with Review".

Reviewsion also helps you check posted reviews.

• Each review shows an AI rating next to its star rating, so a 5-star review that describes a problem stands out when you scan the list.
• Negative review alerts require the Pro plan. You get an email when a review of 2 stars or fewer arrives, or one that reads strongly negative even when the star rating is high.

What not to do

A form that only lets happy customers leave a review hides the rest. Customers choose whether to contact you or write a review. You control how easy it is to reach you compared with writing a review, and how fast you answer.