How to create a third-party product review flow
You will learn
Learn how to use flow messages to ask customers for their feedback on a recent purchase. This is a great way to build social proof and drive customer engagement with your brand.
To send product review emails, you can use Klaviyo's built-in product review/cross-sell flow as a starting point, or you can build your own from scratch.
If you use Klaviyo Reviews, learn how to request reviews using Klaviyo Reviews flows.
Klaviyo does not support in-email product reviews, meaning customers cannot write reviews directly within the product review email they receive from you.
Third-party vs. Klaviyo Reviews
You can use Klaviyo to send review requests with a third-party reviews platform. This article shows you how to set up that flow.
Review request timing depends on how you set up your flow. For the third-party flow described below, use a Fulfilled Order trigger and a delay long enough for the package to arrive; fulfillment does not confirm delivery. Klaviyo Reviews can instead time review requests after delivery for Shopify online orders. If you use Klaviyo Reviews with WooCommerce, review request timing is based on fulfillment. Learn more about review request timing.
Build a third-party review flow in Klaviyo
To create a review flow in Klaviyo with a third-party reviews app:
- In Klaviyo, navigate to the Flows tab.
- Click Create flow.
- Search for Product review / cross-sell in the flow library, then select a template card for your ecommerce integration.
- Check that Fulfilled Order is shown as the trigger, then click Use template to create the flow. If the template offers a trigger selector, select Fulfilled Order there first.
- In the flow editor, set a time delay longer than your average delivery time (e.g., 14 days) to increase the likelihood that the package arrives before the review request is sent. Edit the email to link to the review form for the purchased product on your third-party reviews platform; check the link before turning the flow on.
- After testing the review link and flow, click Review and turn on, select Live, and save your changes to start sending review requests automatically.
Link customers to the review area on a page
Klaviyo’s template review flow uses anchor links. As a result, when someone clicks through your email, they will be brought directly to a specific area of your webpage where they can submit reviews, rather than having to scroll down and find it.
The template flow uses a #reviews anchor, but you can change it. To take customers to the review area, the anchor in the email link must match an element on your product page. Check whether your third-party reviews app already provides an anchor for its review form before adding one yourself. The steps below may vary depending on your ecommerce integration and site theme.
If your reviews app does not provide a suitable anchor, open your site's product-page template editor and find the area where the review form is displayed. Add the following HTML there, using the same anchor name as in your email link:
<a id="reviews"></a>
This serves as an identifier, so when someone clicks a link to a product page with the #reviews anchor, they arrive at the correct location.
Third-party review apps
Klaviyo integrates with several different product review apps, including Judge.me and REVIEWS.io. If you use either of these apps and would like to integrate them with Klaviyo, check out the linked pages for more information.
Additional resources
- How to create an upsell or cross-sell flow
Learn how to create a flow that allows you to follow up with customers to try to cross-sell or upsell similar or related products after they make a purchase. Klaviyo has a built-in product review/cross-sell flow as well as new and repeat customer thank you flows that you can repurpose as upsell or cross-sell flows.
- How to create a replenishment flow
Learn how to create a replenishment flow that can nurture customers at different points in their lifecycles if you're selling products that your customers purchase repeatedly within a certain timeframe. By reviewing your existing purchase data, you can determine the established buying cycles of your customers and products, then set up a replenishment flow to target purchasers with a friendly and well-timed reminder.
- How to create a sunset flow
Learn how to set up a sunset flow that is designed to phase out customers who are no longer engaging with your brand. You can use this flow as a last-ditch effort to win back their business, and then delete or suppress anyone who is not responsive. You will also see how this recommended sunset segment definition connects to the prebuilt Sunset (Email) segment in the Segment Library. This will help you maintain a clean list and avoid having inactive customers contribute towards your Klaviyo billing plan.
- How to adjust review request timing
Learn how to customize when you send review requests to recent customers. Note that this setting can only be adjusted for those using Shopify; if you use WooCommerce, your review request timing can only be based on fulfillment date.