Creating a comprehensive customer journey review strategy for any EdTech company involves careful planning and timing. Here are 5 tips that will help you to put your customer journey review strategy in place:
Begin by mapping out the entire customer journey, from initial awareness to becoming a loyal user. Identify key touchpoints, interactions, and milestones along the way.
Recognise the various customer segments within your EdTech company. This might include educators, parents, or administrators.
Tailor your review collection strategy for each segment by choosing respective Impact Metrics. Choose those product-specific objectives you want your customers to review.
Timing is crucial in securing valuable reviews. Here are key moments to consider:
By strategically timing your review requests and aligning them with key moments in the customer journey, you can gather valuable feedback that helps you enhance your EdTech platform and build trust with your users. Remember that reviews are not just about collecting praise but also about actively using feedback to improve the educational experiences you offer.
Collecting reviews can be embedded into customer support services. Timing plays a pivotal role in soliciting support reviews. Choose the following key moments to ask for reviews:
Send review requests immediately after a support interaction has been successfully resolved. Customers are more likely to provide feedback when the solved issue is fresh in their minds.
After a particularly challenging or complex issue is resolved, take the opportunity to request a review, as customer satisfaction may be high.
For long-term educational partnerships, such as subscription-based services, periodically request reviews during check-in points, such as quarterly or annually.
In educational settings, request reviews at the end of a course or semester, as this is a natural time for reflection.
By strategically timing your review requests and aligning them with key moments in the customer support journey, you can collect valuable feedback to improve your support services and demonstrate your commitment to customer satisfaction. Reviews in the context of customer support serve as a powerful tool for continuous enhancement and trust-building within the EdTech industry.
Another option is to embed your review collection badge into your product. You can find all your marketing badges and widgets in the Marketing section of your dashboard. Here are the essential steps to consider for in-platform review collection:
TES Safeguarding achieved the milestone of 300 reviews on EdTech Impact by embedding the "Review us on EdTech Impact" badge onto the course page.
Alongside the badge, provide clear and concise instructions on how to leave a review on EdTech Impact. Ensure users know the steps they need to follow, making it as straightforward as possible.
Use pop-up notifications or banners on your platform to remind users to leave a review. Timing these notifications right after a successful user experience or course completion can be effective.
Don't be afraid to include the "Review Us" badge in your marketing page, materials, and email signature.
Develop a landing page on your website specifically for the review collection and showcase. Showcase your existing reviews, explain the importance of new reviews and provide easy access to the review survey.
CodeMonkey's dedicated review page showcases their existing reviews, encourages visitors to write reviews, and explains the clear steps of being redirected to the EdTech Impact survey.
Teacher Resources Handouts: When you distribute printed marketing materials or digital PDFs at education conferences, workshops, or seminars, ensure they include the "Review Us on EdTech Impact" badge. These handouts can serve as a physical or digital reminder for teachers to leave reviews after engaging with your product.
Webinars and Online Events: If your platform conducts webinars or online events for teachers, include the "Review Us" badge in your presentation slides, webinar materials, or shared visuals. During the webinar, emphasise the value of teacher reviews and encourage attendees to share their experiences.
Conference stands: Include your reviews badge on your stand to showcase your ranking on EdTech Impact. Encourage existing customers to submit a review at your stand by providing a tablet with the review form.
Add the review badge to your email signature, prompting users to leave a review
Collecting reviews with incentives can be a highly effective strategy. Here's a strategy along with ideas for incentives and guidance on when and how to use them:
Implement automated systems to distribute incentives efficiently. Ensure that users receive their incentives promptly upon fulfilling the review request criteria.
Incorporating incentives into your review collection strategy can motivate users to provide valuable feedback, increase review quantity, and improve customer engagement. However, it's important to balance providing incentives and maintaining the authenticity and trustworthiness of your reviews.