Using SMS to Get More Online Reviews
TL;DR:
- Send review requests via SMS soon after positive customer interactions
- Keep messages short with direct links to your review platform
- Personalise the message to match your brand voice
- Use URL shorteners to keep links tidy within character limits
- Track response rates to improve your approach over time
SMS gives you a direct line to customers when their experience is still fresh. Here's how to use it properly to build your online reputation.
When to Send Your SMS
Send your review request within 24-48 hours of the customer interaction. This catches people while they still remember the details and feel positive about the experience.
Don't wait a week. By then, your service has faded into background noise alongside dozens of other daily interactions.
Writing the Message
Keep it simple. Your SMS needs three things: a thank you, a clear ask, and an easy link.
Here's what works:
"Hi [Name], thanks for choosing us today. Would you mind leaving a quick review? [shortened link] – It really helps our small business. Thanks!"
Skip the corporate speak. Write like you're talking to someone face-to-face.
Making It Easy
Use a URL shortener like Bitly or TinyURL. Nobody wants to type out a 50-character web address on their phone.
Link directly to your review platform, not your homepage. If they need to hunt around for where to leave the review, most won't bother.
Getting the Tone Right
Match your normal customer service voice. If you're usually chatty and informal, don't suddenly go formal in your SMS. If you're professional but warm, stick with that.
Mention something specific about their visit if you can. "Thanks for coming in for your MOT today" works better than "Thanks for your recent visit."
Tracking What Works
Try different versions and see which gets better responses. Test:
- Different sending times (immediately after vs next day)
- Message length (short vs slightly longer)
- Different calls to action ("leave a review" vs "share your experience")
Keep notes on response rates. Even small improvements add up over time.
Common Mistakes to Avoid
Don't send review requests after problem interactions unless you've already sorted the issue. You'll just remind them to complain publicly.
Don't spam. One SMS per customer interaction is enough. Multiple messages look desperate and annoying.
Don't make it about you. "Please help our business" sounds needy. "Help other customers find us" feels more collaborative.
FAQs
Should I ask for reviews on specific platforms like Google or Facebook?
Guide customers to the platform that matters most for your business. For local businesses, Google Reviews usually have the biggest impact on search visibility.
What if someone doesn't respond to my SMS?
Leave it. Don't send follow-ups. Some people just don't leave reviews, and that's fine. Focus on making the experience so good that the people who do review will say great things.
Can I automate these messages?
Yes, but keep it personal. Automated messages work well if they still feel human and reference the specific service. Avoid anything that obviously sounds like a mass message.
How long should I wait after a purchase before asking?
For services, ask within 24-48 hours. For products, wait until they've had time to use it. A restaurant can ask the next day, but someone buying a mattress might need a week or two.
Jargon Buster
- SMS: Text messaging service for mobile phones
- URL shortener: Tools like Bitly that create shorter, neater web links
- Response rate: The percentage of people who actually click your link and leave a review
- Call to action: The specific thing you're asking someone to do
Wrap-up
SMS review requests work because they're immediate and personal. The key is timing them right and making the process as simple as possible for your customers.
Don't overthink it. A genuine thank you message with an easy link will get you more reviews than elaborate campaigns. Focus on delivering great service first, then make it easy for happy customers to tell others about it.
Learn about QuickSMS https://www.quicksms.com/