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New Review Request Flow User Guide

GatherUp has revamped the Request Setup screen (formerly Request Modes) to better reflect the value and experience expected when setting up review requests.

GatherUp has revamped the Request Setup screen (formerly Request Modes) to better reflect the value and experience expected when setting up review requests. We also streamlined the process providing a new preview option without having to go back and forth between screens.

Click here to watch a short videoon the new Request Setup experience with comparisons to the old Request Modes page. If you are a current customer looking to upgrade to the new flow please reach out to support@gatherup.com to help set this up for one or all of your locations.

GatherUp offers three Request Setup options to easily capture feedback and reviews from your customers including Survey & Reviews Flow, Ratings & Review Flow , and Public Reviews Flow. We’ve named the flows to reflect the primary function of each setting.

To select a flow and edit settings follow these steps:

  1. Log in to your GatherUp account.
  2. If you have multiple locations, select the one you want to set up requests and edit settings for from the Business Dashboard.
  3. From the menu, go to Requests > Request Setup.
  4. Choose your Request Setup for this location by selecting an option from the drop down list at the top. Select the option that best meets your objectives and then edit settings to further customize the feedback experience for your customer.

Note: Click “What’s this?” for a description of each flow.

Survey & Reviews Flow (formally Ultimate Mode) is the preferred choice for most businesses as it enables you to capture the most amount of total feedback through a simple 3-step process.

Ratings & Review Flow (formally Review Mode) is a 2-step process designed to create a positive and negative flow based on initial rating that leads to 3rd party review collection.

Public Reviews Flow (formally Direct Mode) is the quickest way to more public 3rd party reviews without capturing an initial rating or 1st party review.

  1. Select a step to edit that page. The Rating Request screen is chosen in the example below. The user can now edit the Rating Request page for their end customer. Click Save once changes are made.

  2. The Settings button has 3 options:

    • Brand & Colors brings the user to the page to upload brand logos, edit accent colors, and add a banner image on the feedback request landing page.
  • SMS Requests to edit how the SMS request appears to the end user

  • Advanced Settings directs you to the Feedback Settings page for more settings such as:

    • Send method (Email, SMS or both)
    • Request reminder type (Email or SMS)
    • Rating Type (Net Promoter Score or Stars)
    • And more options

  1. Toggle reminders on or off, if you’d like to add review request reminders. Set the number of days after the initial request to send the reminder.

  2. Edit SMS Request settings by clicking Settings > SMS Requests.

  3. Continue editing the pages/screens available in your chosen Request Setup flow. Click Save when finished.

Other considerations before sending requests:

  • Add a customer or import a customer list to send Email or SMS Requests. You can also set up an integration for automated requests.
  • Use TextBack to allow customers to leave feedback via text message
  • Share the Feedback URL or create a QR code.
  • Send a test to make sure the customer experience is as expected.
  • Set up manual or automatic send mode. Manual send mode requires the user to manually send the requests out one-by-one. Automatic send mode allows for a request to be sent upon the customer profile, email/SMS being added to the system.

Make sure you click Save when finished to save all your work.