How to Set Up a Customer Reviews Funnel
Updated: April 18, 2025
Nothing boosts bookings like a wall of glowing 5-star reviews. But what if customers leave without sharing their amazing experience? Worse—what if a dissatisfied guest leaves a bad review without giving you a chance to make things right?
Enter TicketingHub’s Customer Reviews Funnel—your secret weapon for collecting positive feedback while privately resolving any hiccups before they go public. With this setup, happy customers are directed to review sites like TripAdvisor or Google, while unhappy ones get a chance to voice their concerns privately—keeping your reputation spotless.
Here’s how to set it up:
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Go to Settings.
Under the General tab, click on Review Links.
Click Add Link and select the review platforms you want (e.g., TripAdvisor, Google Reviews, or a custom site).
Fill in the Create Review Link box:
Review URL – Copy and paste the direct link to your review page.
Provider – Select the applicable platform (TripAdvisor, Google, or Custom).
Click Create Review Link to save your settings.
Under the Reviews Configuration section, set the Negative Review Threshold.
This determines the number of stars a customer must give before being prompted to leave a public review.
The default setting is 3 stars.
Click Update to save your changes.
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Once you’ve set up your review funnel and threshold settings, there’s one last step—make sure your review link is actually included in your follow-up message!
Here’s how to attach your review link to the feedback email sent after each tour:
Go to the Product you want to edit
Click the Emails tab
Scroll down to the Booking Feedback Email section
Click View > Edit
Click on Copy Review Link
Paste the link into the email content wherever it makes sense (usually at the end or after a thank-you message)
Hit Save Changes to update your feedback email
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Pro Tip: Want to send this only to guests who actually joined the tour? Toggle on the Send to attendees only option.
That’s it! Your guests will now receive your review request with a direct link—making it easier for them to share their experience.
If a customer leaves a negative review, you can follow up and resolve their issue before it affects your online reputation.
Go to Customers.
Navigate to the Reviews tab.
Click on the relevant Booking.
Copy the Order Number.
Click on Orders from the menu.
Use the Find by Reference box, enter the Order Number, and click Find Bookings.
Click Broadcast to send a message addressing the negative review.
Choose whether to communicate via SMS or Email.
If sending an email, add a subject line.
Write a professional and empathetic response to resolve the customer’s issue. Get ideas on how to respond to negative reviews here.
Click Send Message to reach out privately and address the complaint.
With this system in place, you can funnel positive reviews to public platforms while handling concerns discreetly—turning unhappy customers into loyal ones and keeping your reputation strong! If you have other concerns, our team is more than happy to help. Please reach us out anytime!
Nothing boosts bookings like a wall of glowing 5-star reviews. But what if customers leave without sharing their amazing experience? Worse—what if a dissatisfied guest leaves a bad review without giving you a chance to make things right?
Enter TicketingHub’s Customer Reviews Funnel—your secret weapon for collecting positive feedback while privately resolving any hiccups before they go public. With this setup, happy customers are directed to review sites like TripAdvisor or Google, while unhappy ones get a chance to voice their concerns privately—keeping your reputation spotless.
Here’s how to set it up:
| Setting Up Customer Reviews Funnel |
|---|
| Step 1: Add Review Links |
| Step 2: Configure Review Thresholds |
| Step 3: Add Your Review Link to the Feedback Email |
| How to Find Negative Reviews & Handle Them Privately |
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Steps to Set Up a Customer Reviews Funnel
Step 1: Add Review Links
Go to Settings.
Under the General tab, click on Review Links.
Click Add Link and select the review platforms you want (e.g., TripAdvisor, Google Reviews, or a custom site).
Fill in the Create Review Link box:
Review URL – Copy and paste the direct link to your review page.
Provider – Select the applicable platform (TripAdvisor, Google, or Custom).
Click Create Review Link to save your settings.
Step 2: Configure Review Thresholds
Under the Reviews Configuration section, set the Negative Review Threshold.
This determines the number of stars a customer must give before being prompted to leave a public review.
The default setting is 3 stars.
Click Update to save your changes.
--- Step 3: Add Your Review Link to the Feedback Email
Once you’ve set up your review funnel and threshold settings, there’s one last step—make sure your review link is actually included in your follow-up message!
Here’s how to attach your review link to the feedback email sent after each tour:
Go to the Product you want to edit
Click the Emails tab
Scroll down to the Booking Feedback Email section
Click View > Edit
Click on Copy Review Link
Paste the link into the email content wherever it makes sense (usually at the end or after a thank-you message)
Hit Save Changes to update your feedback email
---Pro Tip: Want to send this only to guests who actually joined the tour? Toggle on the Send to attendees only option.
That’s it! Your guests will now receive your review request with a direct link—making it easier for them to share their experience.
How to Find Negative Reviews & Handle Them Privately
If a customer leaves a negative review, you can follow up and resolve their issue before it affects your online reputation.
Go to Customers.
Navigate to the Reviews tab.
Click on the relevant Booking.
Copy the Order Number.
Click on Orders from the menu.
Use the Find by Reference box, enter the Order Number, and click Find Bookings.
Click Broadcast to send a message addressing the negative review.
Choose whether to communicate via SMS or Email.
If sending an email, add a subject line.
Write a professional and empathetic response to resolve the customer’s issue. Get ideas on how to respond to negative reviews here.
Click Send Message to reach out privately and address the complaint.
Set Up, Done!
With this system in place, you can funnel positive reviews to public platforms while handling concerns discreetly—turning unhappy customers into loyal ones and keeping your reputation strong! If you have other concerns, our team is more than happy to help. Please reach us out anytime!
Updated on: 21/04/2025
Thank you!