Sending review invitations at the right time is key to collecting meaningful feedback. Follow this guide to customize the timing and frequency of your review invitations based on customer purchases or experiences.
In Trustpilot Business, go to Settings > Invitation settings > Time & delivery.
We’ve made it easy for you to configure your settings by answering some simple questions.
When should we send a service review invitation?
You can decide when to send a service review invitation, either after a customer makes a purchase or has a service experience. There are two options to choose from:
- Immediately: Send the review invitation right after the transaction is completed.
- After a delay: You can delay the invitation by a specific number of days, weeks, or months. For example, if the purchase happens today and you set a 7-day delay, the review invitation will be sent one week later.
When should we send a product review invitation?
For product reviews, you have two options when it comes to sending them:
- Send together with the service review Invitation: The product review invitation is sent at the same time as the service review invitation.
- Send as a separate invitation: You can delay the product review invitation to be with a specific delay of days, weeks, or months. For example, you might want to send the product review invitation 2 weeks after the service review invitation.
The product review invitation option is always enabled. However, if you haven’t uploaded a product catalog, product reviews will be automatically excluded and your customers will only receive service review invitations.
When would you prefer to send review invitations?
This feature is part of the Enhance add-on module, the Growth plan, and the Scale plan.
You have control over what time of day review invitations are sent to customers. Two options are available:
- Optimize timing automatically: This option is calculated using Trustpilot’s past customer data to determine the optimal time to send the invitation based on when customers have been most responsive to invitations.
- Choose a preferred time: Set a specific time for the invitations to be sent from the drop-down menu. For example, you can choose to send invitations at 08:00 UTC.
How often should review invitations be sent?
You can decide how frequently customers receive invitations by selecting one of the following:
- Invite each customer after every purchase or experience: Customers will receive a review invitation each time they make a purchase or have a service experience.
- Set a maximum frequency: Limit how often a customer receives an invitation either days, weeks, or months. For example, you can set it so that a repeat customer is only invited once every 10 days.
Should we send reminders for review invitations?
To increase response rates, you can send reminders to customers who haven’t left a review.
Check the box next to Send a reminder after the initial invitation, if no review is left. Here, you can set a specific delay of days or weeks. For example, you can choose to send a reminder 1 week after the initial invitation, if the customer hasn’t left a review.
You can preview the reminder email by clicking Preview reminder email or edit it by going to Get review > Email Templates.
To successfully send a reminder, three things need to happen:
- You must enable reminders before you create an invitation.
- Reminders must be enabled when the invitation is scheduled to be sent.
- The reviewer hasn't already posted a review by clicking on the link in the original invitation.
If you disable invitation reminders, all queued invitation reminders will be cancelled and won't be sent.
After choosing your preferred invitation time and delivery settings, be sure to click Save changes to apply them.
If you want to learn how to configure your invitation email settings, check out this article.