How to Start Collecting Reviews in edrone
Collecting reviews in edrone is simple and lets you build trust with customers while influencing their purchasing decisions.
1. Message Settings
Go to REVIEWS > MESSAGES to review and customize the sequence of messages sent via email, SMS, or WhatsApp.
There are five types of messages in the sequence:
A) Store Review Request
Sent 2 days after an order by default (this timing can be adjusted).
👉 Helps you gather feedback on the overall shopping experience.
B) Product Review Request
Sent 3 days after an order to give the customer time to receive the product (timing can also be adjusted).
👉 Ensures you get meaningful product reviews.
C) Reminders
If the customer hasn’t submitted a review, edrone can send up to 3 reminders per review form.
👉 Maximizes the number of reviews without extra effort.
D) Thank You for Your Review
Sent automatically after the review is submitted.
👉 Builds customer goodwill and encourages repeat engagement.
E) Reply Notification
If you respond to a review, the customer is notified.
👉 Shows that their feedback is valued.
Each message type can be sent via email, SMS, or WhatsApp.
Sending via SMS or WhatsApp uses credits from your message pool.
👉 To start collecting reviews, click the yellow “Start” button. This activates the message sequence and sends review requests automatically after each order.
2. Publish Reviews on Your Website
Go to the Widget tab, choose from 10 different onsite widget designs, and display your reviews directly on your store.
All published reviews include a verified purchase badge, confirming their authenticity.
👉 Builds trust with new customers and enhances purchasing decisions.
3. Manage Reviews
Responding to reviews demonstrates that your store cares about its customers.
Helps resolve negative situations before they escalate
Explains issues and offers solutions
Influences purchasing decisions, as customers read not only reviews but also your responses
How to respond in edrone:
A) Public Comment
Visible to everyone
Appears in the widget on your website
👉 Increases transparency and credibility
B) Private Message
Sent from the inbox via email
Not displayed in the widget
👉 Useful for private customer support
How can I mediate negative reviews?
Mediation is an advanced tool that allows for a direct dialogue with the customer to clarify issues and encourage them to change a low rating to a higher one.
IMPORTANT! The mediation option is available exclusively to users on a paid edrone Reviews plan.
When and how to start mediation?
The mediation button appears automatically for every review that receives a rating lower than 5 stars. To start the process:
Go to the Reviews > Overview tab.
Click the View Details button next to the selected negative review.
Select the Start Mediation option.
In the window that opens, type your message to the customer. Once confirmed, the system will redirect you to the Inbox section, where you will continue the conversation.
What does a review look like during mediation?
When the process is initiated, the review in the widget on your website becomes blurred.
It will display the message: "This review is hidden due to mediation."
However, store visitors have the option to manually disable the blur to read the content of the review.
Automatic reminders and deadlines
The system ensures that your contact attempt is not overlooked. If the customer does not respond to the first message, edrone will send two automatic reminders: the first after 14 days, and the second after 21 days.
After 30 days from the start of mediation, the blur automatically disappears, and the review becomes fully visible. If the mediation ended without a response from the customer, the blur remains, and information is displayed stating that the review was mediated but the customer did not respond.
Best mediation practices
Effective mediation is one that turns a dissatisfied customer into a loyal brand fan.
Propose a solution: Do not ask to change the rating at the very beginning. First, offer concrete help, such as a product exchange or a dedicated discount for future purchases.
The right moment to ask: Only ask to edit the rating once you are sure the problem has been resolved and the customer is satisfied with the complaint handling.
IMPORTANT! Remember that each negative rating can be mediated only once.
4. Reports
In the Overview tab, you can track activity and measure results:
Average ratings
Number of store reviews
Number of product reviews
Number of messages sent
Number of messages opened
Distribution of ratings
Use these insights to monitor performance and optimize your review strategy!
Need more help?
If you have any further questions about Paid Onboarding and Dedicated Services, please do not hesitate to contact us at hello@edrone.me