New Feature

New Datto Autotask Integration

Software: Datto Autotask

Automation: API Integration

Are you a managed service provider (MSP), technology service provider (TSP) or internal IT team running Autotask?

With our new Autotask Integration, LoyaltyLoop is the perfect customer experience and review platform for you. Our integration enables you to automatically flow contacts into your LoyaltyLoop account to automate requests for feedback and reviews for closed tickets, active primary account contacts, prospects, and more.

Datto Autotask has native report automation functionality that will send your Autotask customer contact info (i.e., customers to be surveyed) to your LoyaltyLoop account automatically.

Set it and forget it!
Engage the closed ticket contacts
Engage primary active account contacts
Send requests as often as daily

Automate your customer and post-ticket feedback and review loop using Autotask's native report automation features.

View Autotask Integration page

Tip

Google Reviews

8 Common Myths and Misunderstandings

Photo by Mitchell Luo on Unsplash

1. "Reviews" and "Testimonials" are the same thing

While many people refer to reviews and testimonials synonymously, in the world of LoyaltyLoop and feedback in general, there's a difference.

A "Review" is a customer comment about your business, that is posted by the customer someplace (e.g. Google, Facebook, Yelp, TripAdvisor...).

A "Testimonial" is a customer comment about your business, where the customer grants you permission to use it, and it is posted by you someplace (e.g. your website, on social, in vehicle wraps, in signs, newsletters, etc.).

2. LoyaltyLoop Promoter plan encourages Google Reviews

As part of your survey flow, the Promoter plan automatically encourages customers to post a review on Google, or other 3rd-party review sites of your choosing.

Customers exit your survey to your Review Thank You page encouraging them to post their review, and are also sent your Review Reminder email 48-hours after they submit their survey response, reminding them to post their review.

3. LoyaltyLoop posts Google Reviews on your Google Profile page

This is the most common misunderstanding we hear. LoyaltyLoop does not create, nor post reviews on Google. Only a Google User can post a Google review. Like all 3rd-party review platforms, the reviewer must have a Google account to post on your Google Profile.

If a company tells you they can create or post reviews on Google, run. This is against Google’s policies, and Google is able to detect these types of fraudulent review farms, penalizing both them and you. There are also new FTC rules banning fake reviews as mentioned last month in our post.

In addition to steering clear of fake reviews and review farms, you should not allow reviews on your Google profile from your employees, friends or family. As a general rule, encourage customers to post reviews on Google, but make sure you follow the Google content policies

4. By publishing your LoyaltyLoop Testimonials, they also appear on Google

As mentioned above, only a Google User can post a review. When you publish your Testimonials, this makes them visible on your website or webpage where you’ve added your Testimonial Widget.

We present the customer’s survey comment to them when encouraging them to post their Google Review. This is managed by your Review Thank You page and the Review Reminder email. This makes it easy for the customer to post their review. When LoyaltyLoop lands the customer on your Google Profile, all they need to do is pick the stars, paste their comment, and post their review.

This is why some of your survey comments and Testimonials appear as Google Reviews.

5. A reviewer can post multiple Google Review about your business Mostly

Google only allows one review to be posted on a Google Profile per Google user. Most Google users have only one Google account. Since a Google user is tied to an email address, technically-speaking, if your customer has multiple Google user accounts tied to different email addresses, they could post more than one review on your Profile. But this is a very rare situation. As a matter of practice, you should expect no more than one review per customer contact.

While a reviewer cannot post multiple Google Reviews on your Profile, they can update their existing review. Updates can change (hopefully improve) your average Google Review star-rating but won’t change your review count. When viewing your Google Reviews in LoyaltyLoop, view them by Create Date and by Update Date. This will show you the new reviews (Create Date), and the number of reviews being updated (Update Date).

This “one review per customer” has strong implications relative to the number of Google Reviews your business may enjoy. For example, if a business has 100 customers, and 50% of them have Google user accounts, then you can anticipate a maximum of 50 Google Reviews from customers.

Keep in mind your Google Profile is public, and anyone can post a review about your business too.

6. I don’t need to reply to Google Reviews

Google Reviews are public, and anyone can read them. After all, that is the goal of getting reviews in the first place. Your customers must do extra “work” to post a review for your business, whether responding to a direct request from you, from LoyaltyLoop or organically on their own.

A good habit is to reply to your Google reviews quickly, to thank your customer for their review, and to show the world that you appreciate your customers for sharing their opinions online.

If you do get a negative Google Review, it is equally important to reply to those too. Again, the world can read that review, and they will see if and how you respond. Your entire response to a negative review should be understanding and empathetic, and take any follow-up discussion offline, by offering to call the customer (or provide your contact details if you don’t recognize the person). Never argue or call-out the person in your reply on Google.

7. I can only reply to Google Reviews on Google

From your LoyaltyLoop Promoter account, you can easily reply to your Google Reviews directly inside LoyaltyLoop, and LoyaltyLoop will post your reply on your Profile.

Most businesses typically have one Google (gmail) account used to manage your Google Profile, which is not the most convenient if you want to delegate replying to reviews to staff.

You can create LoyaltyLoop Users, and any non-Read-Only user can reply to your Google Reviews from inside LoyaltyLoop.

8. Connecting my Google Profile to LoyaltyLoop is helpful

Yes, it is extremely helpful to connect your Google Profile to LoyaltyLoop.

It takes seconds to connect. You only need your Google user account email and password used to sign in to your Google Profile.

Once connected, LoyaltyLoop will fetch all your reviews from Google, allowing you to monitor review activity and progress, and reply to reviews, directly from inside your LoyaltyLoop account.