New Feature: Request Feedback Via SMS Text Messages

After months of hard work the team is very excited to announce the release of SMS into our feedback request options.  It’s no secret that consumers (and all of us) live on our smartphones and every way we can reach customers via mobile is win.

SMS request

Our goal is to help you get as many of your customers into the feedback and review process. Text messages are opened at a 98% rate – more than twice the open rate of email requests on our platform (email is typically 40%-50% open rate). The combination of a higher open rate and mobile-friendliness will lead to more feedback, data and reviews for your business or clients.

Our SMS feature allows you to send plain text message requests to customers, and text message requests with an image if you really want to stand out. Below is how the SMS Setting screen looks to create and customize your text messages.

Text message editor

Our system uses SMS “credits” with each text message being 1 credit and each photo sent as 1 credit.  Depending on the plan you select (learn about those below) you choose how you will use your SMS credits.

So a plain text message will deduct just 1 credit from your account and a text message with a photo will deduct 2 credits.

Watch the video to see SMS Feedback Requests in action:

New Plans & Options With SMS

We spent a lot of 2016 increasing the value of what each customer is to your business and in our platform.  Customer profiles received numerous updates and new additions including detailed activity log reporting, repeat customer feedback, survey question results and customer responses.

Our goal is to bring the most value to you in understanding each customer, each time they do business with you.  That’s important to a successful business.

The addition of SMS brings added costs to the platform and with that we have built out 3 additional plans to allow you to choose how you want to use GetFiveStars and how many customers you need to engage with.

Each plan offers the ability to add more customers each month to your account and location(s) with various options on how to reach them.

Basic Plan – This is the current GetFiveStars offering as it is and it is staying the same. Same features and same price.  The Basic Plan does not include SMS and a few other new features.  This plan lets you create 1,000 new customer profiles each month in the system, request feedback via email, capture Net Promoter Score, post testimonials to your website, monitor reviews and more.  This level is packed with features to truly understand your customer experience and manage your online reputation.

Pro Plan – The first new plan is our Pro Plan, which helps you engage with more customers in more ways.  Businesses with more customers will want this plan as you can create up to 3,500 new customer profiles each month.

To reach your customers, you get up to 3,000 email requests in the month using up to 100 per day. This is the first level where you can use SMS to request feedback too, and it includes 200 SMS credits.

This plan also allows you to use the Captive Wifi portal to capture customer information when they log-on to your free Wifi, but the Portal does have a $200 one-time fee for the device.

Pro Plus Plan – A step up from the Pro Plan, the Plus version gives you the ability to create up to 6,000 new customer profiles each month.  Creating customer profiles at that level means you will need more ways to reach them so it has up to 4,000 email requests per month and doubles your SMS credits to 400 per month.

The Captive Wifi Portal can be used at this level and has the $200 one-time fee to receive the device.

Executive Plan – For those that have a very high volume of customers each month, the Executive Plan gives you up to 10,000 new customer profiles each month, 120,000 customer interactions annually.  With 7,500 email requests per month and 1,000 SMS credits you can communicate at mass with ease.

The plan also includes the Captive Wifi Portal with no extra fees, it’s included.

The Executive Plan also includes an exciting new reporting feature currently in BETA.  Our Insights Report uses AI and text analysis to turn all of your customer feedback into structured reports and insights.  You’ll be able to dive into topics, sentiment, trends and more with this report.

Insights report

How To Upgrade To A New Plan

If you are as excited as we are, you are likely wanting to jump into one of the new plans right now.  To move from the Basic Plan to one of the new plans simply follow these steps:

  1. Go to Account -> Account Owner Details
  2. Near the bottom of the page you will see a section called Package Information. Here you will see all of the business locations in your account.
  3. Hover over the Package section on the location you want to change, and select the Pro package to enable SMS.
Select your new package under Account Owner Details

If you are an Agency or have a white-label account, you can manage plans per location.

Pricing tiers for agencies and resellers has been updated on the Agency Page.

If you are a multiple location customer with us and have an agreement in place, please contact us for a demo of SMS and the Insights Report so we can show you these new feature and discuss pricing.

So Much More On The Way

While this feature is a major accomplishment, we are not done by any means.  We have an exciting road map of features in 2017 to bring to you.  All plan levels will be benefiting from our new reporting engine rolling out in March, so stay tuned for that!

Thank you for using GetFiveStars to improve your business and we hope you’ll achieve even more with SMS and our upcoming new features.  We hope to see you on our monthly webinars as we review and discuss these new features.

About The Author

Aaron Weiche is the CEO of GatherUp, a customer feedback and online review platform. Aaron is a digital marketing veteran of over 20 years growing digital agencies in executive roles. Aaron helped found MnSearch, is a partner at Local University, speaks internationally on reviews, search marketing, web design and mobile.

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