Sent from ConsumerAffairs
The request comes from ConsumerAffairs on your behalf. Your customer knows where their review will be published.
Collect reviews automatically by adding Aspect to your BCC line
Automate review collection by BCCing Aspect on the emails you already send customers. ConsumerAffairs sends each customer a review request on a schedule you set, so your team collects new reviews without adding a step.
How BCC review requests automates review collection
Your team is already sending emails around key triggers in the customer journey. BCC your Aspect review emails at the most relevant points. Then ConsumerAffairs follows up with a review request.
- 1
Get your BCC email address
Aspect assigns a unique BCC email address to your company.
- 2
Add it to the BCC line of a trigger email
Include the email address when you email a customer at a moment that matters, such as a finished install, a delivered order, or a closed support ticket.
- 3
You send a trigger email around an event
Email a customer when they install, buy, or interact with your company.
- 4
ConsumerAffairs sends a review request
ConsumerAffairs sends a follow-up asking for a review. You can set the delay you want ConsumerAffairs to wait before sending, typically 1 to 3 days.
- 5
One optional follow-up
If the customer hasn’t completed a review, ConsumerAffairs sends a follow-up later. You can switch the follow-up off.
ConsumerAffairs sends a personalized review request on your behalf
When you BCC Aspect, ConsumerAffairs will automatically send a review request.
Personalized to your company
The review request email references your business, so the customer connects the request to the experience they just had.
Addressed to them
ConsumerAffairs uses the name from your original email to greet each customer personally.
Connect Aspect BCC to the emails you are already sending
Because the BCC is a standard email field, you can BCC Aspect in any email you send through almost any system, from a simple one-off email or newsletter to an enterprise customer-engagement platform.
Gmail
Outlook
Mailchimp
Braze
Iterable
Your CRM or help desk
Any tool with a BCC field
Unlimited
Higher levels of Aspect include unlimited email review requests, so a high-volume business can BCC Aspect to automatically collect a substantial number of new reviews every month.
Determine what point on the customer journey to BCC Aspect
The right trigger for a review request is the point where a customer can tell a story about working with your company. Add Aspect to the BCC for the email that goes out at that point in the journey.
Install complete
A customer can tell a story about the work.
Product delivered
A customer can tell a story about the buying process.
Support ticket closed
A customer can tell a story about working with support.
Any other interaction
A customer can tell a story about a service visit, a consultation, a renewal.
Set a longer delay if your customers need time to use the product before they can review it.
Advanced: rotate review requests across platforms
Customers typically research your business on more than one review site. To keep a current presence on each one, BCC ConsumerAffairs on a share of your emails. Then send the rest through the other platforms’ own review-invite tools.
Weight the split toward the sites that matter most in your industry.
Example
An even split
ConsumerAffairsGoogleAnother platform
Example
Weighted to your industry
GoogleConsumerAffairsAnother platform
Splits are examples only. Choose the mix that fits your business and each platform’s review policies.
The key is to ask every customer for a review, but never pay for one
ConsumerAffairs grew out of consumer journalism. Aspect has the same ethos, so we never allow incentives for reviews.
- Either ask every customer, or a random sample, for a review
BCC every customer who hits your trigger, or a stratified random sample. Don’t pre-select customers based on the review you expect them to leave.
- Use complaints to find problems in your operations to fix
Every business runs into problems. When you ask everyone, you can spot patterns in the complaints. Use those patterns to fix the root cause so the next customer doesn’t have the same issue.
- A resolved problem can become your strongest review
A customer who had a bad experience can update their review after you help them. A review that changes from one star to five becomes a Spotlight review. Our Spotlight reviews guide has the templates and outreach techniques for helping those customers.
Aspect and ConsumerAffairs do not allow the following
There are no shortcuts to reviews
- Discounts, gift cards, or any other incentive in exchange for a review
- Screening customers based on how you think they’ll rate you
- Sending requests only to a cherry-picked list
Frequently asked questions
How is this different from sending Aspect a contact list?
BCC is easier than a contact list because it is automatic. A contact list requires a manual upload every month.
You set up a BCC on your email once, then forget it. You can collect reviews every month automatically.
The review request also happens to be close to the trigger that sent the email, so the experience is fresh in the reviewer’s mind.
When does my customer get the review request, and what does it look like?
Your customer gets a review request three days after the trigger email by default, with an optional follow-up after that. The request comes from ConsumerAffairs. It’s a simple email that asks for the customer’s Star Rating, then takes them to a page where they complete their review.
What happens if I BCC the same customer twice, or someone who shouldn’t get a request?
ConsumerAffairs won’t email the same customer more than once every 90 days. Leave a customer off only for reasons unrelated to how they might rate you, such as an opt-out. Never exclude customers based on your review expectations.
Get your Aspect BCC email
Talk to an Aspect expert about getting your BCC address, choosing your triggers, and setting your wait period.