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Getting more feedback – check & fix reviewing process

Disturbed reviewing process can be one of the reasons for low response rate. Whevever you notice your response rate dropped significantly, test your reviewing process. 

How to test the reviewing process

 

Option 1. Test purchase
  1. Make a test purchase using an email address you have access to.
  2. Set the test order to the order status that triggers data transfer between your system and Lipscore.
  3. Go to Invitations > Scheduled, find the invitation and click Send now.
    Note: if you are performing the test between 10:00 and 12:00 this is when all the invitations are sent out from our system and it may take a bit longer for the test invitation to reach your inbox.
  4. Enter the email inbox and go through the reviewing process, both on your computer and mobile phone, both Microsoft/Android and Apple devices. Has the reviews popup opened? Were the stars big enough to click? Has your test rating (stars) and review (text comment) been correctly saved in the Lipscore account? Are there no popups interfering with the reviewing process?
Option 2. Invitations import
  1. Go to Invitations > Invitations import (clickable link at the page top).
  2. Open instructions and scroll down to: Here is an example of a file that can be imported
  3. Copy the first and second row of data sample from product invitation import or service invitation import, depending on which invitation you want to send yourself. Fill in the data with correct details. Note: The correct ProductID can be found when you go to a product page, right-click, Inspect, and look for ls-product-id in the page code.
  4. Import
Invitation import

5. Reload the page and scroll to Previous imports.

6. Click Imported items and when the invitation page opens up with your invitation on it, click Send now.

7. Enter the email inbox and go through the reviewing process, both on your computer and mobile phone, both Microsoft/Android and Apple devices. Has the reviews popup opened? Were the stars big enough to click? Has your test rating (stars) and review (text comment) been correctly saved in the Lipscore account? Are there no popups interfering with the reviewing process?

Here is an example of a smooth reviewing process.

Fixing the interruptions in reviewing process

 

If review popup has not opened

There can be a few reasons why review popup does not open on your landing page, the most popular being:

  1. Initializer script is not installed on the landing page
  2. The URL redirects
  3. The URL no longer exists

To avoid it happening in the future:

Option 1. Set up fixed review landing page
  1. Consult your developer to confirm which URLs have the initializer script implemented.
  2. Choose the URL that is stable, never redirects and will not be changed (e.g. your homepage)
  3. Go to Settings > Invitation setup > Email settings > open invitations previews > click Edit button on each template and set up fixed review landing page on all of the review popup templates.
Fixed review landing page
Option 2. Use Lipscore-hosted landing page

If you cannot find a stable enough URL, you can use Lipscore-hosted lading page. Go to Settings > Invitation setup > General > Use Lipscore-hosted review landing page > YES. 

Lipscore-hosted landing page setup

Read more about Lipscore-hosted landing page.

If there are popups covering the review popup

Various popups may be active on your website: prompting the visitor to signup for the newsletter, discount, customer club and others, or a floating chat icon. They may come in conflict with Lipscore review popup, thus hindring the reviewing process. Oftentimes, there is no popup on the desktop view but it is activated on the mobile view – which is why it’s so important to test the reviewing flow on both your laptop and phone.

If you notice it happens, contact your developer and ask them to increase the priority of the Lipscore review popup over other popups that are installed on your website and those possibly activated in the future.

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