KOR: Customer Voice

Q: Why do customer reviews matter?

A: Consumers often search online for a local business with recent reviews and an average review rating of at least four stars. If a business doesn’t fall into that category, there’s a good chance they’re losing potential customers to competitors. To avoid losing sales, it’s important to continuously generate positive reviews while managing the negative ones.

Q: Why is it important to continuously generate new reviews?

A: For local businesses, having a steady stream of recent reviews is crucial. 73% of consumers say reviews written more than 3 months ago aren’t relevant anymore. Customers want to see reviews that relate to the business as it is today.

Q: Does Customer Voice require any additional products?

A: A subscription to KOR: Digital Insights is needed in order for Customer Voice to access the My Listings page.

Q: What is included in this product?

• Bulk upload customers
• Unlimited email review request capabilities
• Bulk send emails
• Send SMS review requests, available through add-ons
• Bulk send SMS
• Up to 40 saved templates
• Review generation widget

Q: How many email review requests can be sent per day?

A: An unlimited number of email review requests can be sent per day.

Q: How many SMS requests can be sent per day?

A: Due to mobile service provider standards the daily limit of SMS requests is 150. If you are sending a large number of SMS requests per day, this helps prevent your number from being flagged as a spam account.

Q: Why might an SMS request be “dropped” and what can be done?

A: A dropped SMS request can be due to several reasons. Click on the tooltip next to the status to see a possible reason why the request was not able to send. Most likely it’s due to:

• The phone number is a landline and is unable to receive text messages.
• The number has blocked receiving messages from unknown numbers.
• The phone associated with this number is turned off or unavailable.
• The number you’re trying to send to may no longer exist.

And occasionally an SMS message will not be delivered due to being flagged by the mobile carrier or an unknown error. This can happen because of spam filtering by the service provider. In this case, you can wait a moment and try to send the message again.

Q: What email address is used when my client sends an email review request to their customers?

A: The email address used will be in the format of [email protected]. The client's business name will be automatically substituted in for “business name”. This email address is used in order to send the requests from our mail server which has the proper certifications for sending a bulk amount of emails without getting bounced. Your client still has the ability to add a custom email to the “reply email” field in their request templates. This will allow their customers to reply to whatever email address they choose.

Q: What phone number is used when my client sends an SMS review request to their customers? 

(Is it from the business’s area code and is it a 10 digit phone number?)

A: When your client has activated the SMS add-on and is ready to start sending SMS requests, we’ll do a search for available numbers with the area code of their business and select one to assign to their account. In the case that there are no available numbers with the same area code, we choose the next closest location.

For example, the area code for Manhattan is very small and has very few numbers, so we will choose another number from that city. It will be a 10 digit phone number.