How to set up a customer reviews funnel

Overview

Video

TicketingHub’s Customer Reviews Funnel enables businesses to collect positive feedback while addressing negative experiences privately. Happy customers are directed to review sites such as TripAdvisor or Google, while unhappy customers have the opportunity to share their concerns privately.

Setting up the Customer Reviews Funnel

Step 1: Add review links

1. Navigate to Settings > General tab
2. Click Review Links
3. Select New Link and choose your review platforms (TripAdvisor, Google Reviews, custom sites)
4. Complete the New Review Link form:
   • Review URL: Paste the link to your review page
   • Provider: Select the appropriate platform
5. Click Create Review Link to save

Step 2: Configure review thresholds

1. Locate the Reviews Configuration section
2. Set the Negative Review Threshold (the default is 3 stars)
   • This determines when customers receive public review prompts
3. Click Update to save your changes

Step 3: Add your review link to the feedback email

1. Go to the Product you want to edit
2. Click the Emails tab
3. Scroll to the Booking Feedback Email section
4. Click View > Edit
5. Click Copy Review Link
6. Paste the link into your email content
7. Click Save Changes

Pro tip: Toggle “Send to attendees only” to reach only guests who actually attended.

How to find negative reviews and handle them privately

1. Go to Customers > Reviews tab
2. Click the relevant Booking
3. Copy the Order Number
4. Navigate to Orders and use Find by Reference to locate the booking
5. Click Broadcast to message the customer
6. Choose SMS or Email communication
7. Write a professional, empathetic response addressing their concern
8. Click Send Message to contact them privately