TABLE OF CONTENTS
What is a review?
A review is usually a summary or evaluation of an experience, product, service, or performance. It often explains what someone liked or didn’t like. Think of it as telling the story of your experience.
Our goal is to connect with current Amazon, Shopify, and Walmart customers who have positively interacted with us, encouraging them to leave a review. By reaching out to customers we've already engaged with or who are satisfied with our solutions, we aim to increase the number of reviews.
The review survey invitation should be sent after a final resolution (such as a refund or replacement) is offered to customers meeting these criteria.
Positive Customer Criteria
Positive Customer Criteria” generally refers to the standards or characteristics that define a “positive” interaction or behavior from a customer.
1. Positive Engagement: Customers who use a smiling face or language indicative of satisfaction, such as:
o “Thank you very much”
o “Appreciate your help”
o “Thanks for the quick resolution”
o “Excellent service”
o “Awesome”
o Additional phrases: “Great support,” “You’ve been very helpful,” “I’m happy with the resolution,” “Solved quickly.” More phrases could be suggested based on further analysis.
2. Resolution Acceptance: Customers who accept the resolution promptly, within the defined SLA, without extended negotiation.
3. No Negative History: Customers with no prior A-Z claims, negative reviews, or negative feedback.
Review Templates:
CX agents can use the following templates when asking for reviews from US and Canadian customers.
Link for US customers to leave a review on Amazon: https://www.amazon.com/hz/feedback
Link for CA customers to leave a review on Amazon: https://www.amazon.ca/hz/feedback
Link for Shopify / Walmart customers to leave a review on Trustpilot: https://www.trustpilot.com/review/mopio.com
Amazon US
Dear Customer,
Thank you for waiting while we sorted out your replacement for the [Name & quantity of the replacement]. We’re happy to share that it’s on its way via [Name of courier] with the Tracking ID of [Number of tracking].
I hope this helps! If you’ve got an extra minute, we’d be thrilled if you could leave your thoughts here too: https://www.amazon.com/hz/feedback
It would be fantastic if you could mention the name of the Customer Experience Specialist who assisted you— [CX agent's name who provided the resolution]— it would mean a lot to our team! Every bit of feedback (especially yours!) helps us make sure your next experience is even better.
We’re grateful for your trust and look forward to serving you again.
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Amazon CA
Hi [Customer Name],
Thanks a bunch for hanging in there while we sorted everything out for your [Product Name] x [Quantity]! Good news! Your full / partial refund has been processed, and you should see it back in your original payment method within 5-7 business days.
If you’ve got a minute, we’d love to hear what you think about your experience: https://www.amazon.ca/hz/feedback
It’d be extra amazing if you could give a shout-out to [CX agent’s name], the superstar who helped you out! Your feedback really helps our team make your next experience even smoother.
Thanks again for trusting us. Can’t wait to serve you again soon!
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Shopify / Walmart US
Dear Customer,
Thank you for waiting while we sorted out your replacement for the [Name & quantity of the replacement]. We’re happy to share that it’s on its way via [Name of courier] with the Tracking ID of [Number of tracking].
If you have a moment, we’d love for you to share your experience here: https://www.trustpilot.com/review/mopio.com
It would be fantastic if you could mention the name of the Customer Experience Specialist who assisted you— [CX agent's name who provided the resolution]— it would mean a lot to our team! Every bit of feedback (especially yours!) helps us make sure your next experience is even better.
We’re grateful for your trust and look forward to serving you again.
Positive Review Incentives to CX Agents
To recognize and reward the efforts of CX agents who deliver outstanding service that results in positive customer feedback, particularly via our Amazon marketplace and also from Trustpilot. Providing exceptional customer service is a top priority for our team. Positive reviews not only reflect the quality of our CX agents’ work but also strengthen our brand reputation and guide future customers in making informed decisions.
To acknowledge and incentivize these efforts, we are introducing a Customer Review Incentive Program. Under this program:
1) CX agents who receive positive reviews from customers on Amazon or Trustpilot will be eligible for cash rewards or vouchers.
2) Positive reviews are defined as feedback that highlights helpfulness, professionalism, problem resolution, or an overall satisfying experience with the agent.
3) The program encourages CX agents to go above and beyond in assisting customers, ensuring a memorable and positive experience.
Examples:
Rewarding System
Key Notes:
- Reviews are valid for 1 month from the date they are posted.
- Rewards are cumulative and increase according to the number of positive reviews received.
- Rewards for each month will be calculated and disbursed at the end of the month (e.g., reviews posted in August will be paid out at the end of September).
- CX agents are encouraged to continue providing exceptional service to maximize rewards.
