How to request reviews from your customers with Klaviyo Reviews flows
You will learn
Learn how to configure key flows in Klaviyo to start acquiring customer reviews.
If you use a different reviews platform other than Klaviyo Reviews, learn how to request reviews using a Klaviyo flow.
Key reviews flows
There are 2 key review flows:
- Review request flow
Ask a recent purchaser to review a product from their order. Consider offering an incentive (e.g., 15% off, free shipping on their next order, additional loyalty points), which may increase conversions. This flow is triggered by the Ready to review event. - Review follow-up flow
If you offer an incentive (recommended) in exchange for customer reviews, deliver that reward once a review is submitted. This flow is triggered by the Review submitted event.
About the Ready to review event
This metric is tracked when an item is delivered or fulfilled and meets the criteria you set to indicate an item is ready to be reviewed. Learn how to customize the Ready to review metric.
Ready to review events are only triggered for orders placed after you begin using Klaviyo Reviews. Learn how to populate the Ready to review metric for past orders.
Create a review request flow
- In Klaviyo, navigate to the Flows tab.
- Click Create flow.
- Search for “Review request,” then select one of the Review Request: Klaviyo Reviews cards.
- Click Use template.
- Adjust the flow messages to your liking.
- Click Review and turn on in the top right corner.
- Choose Live from the dropdown.
- Click Save.
Once you’ve completed these steps, your review request flow will begin sending to your customers as they become eligible to submit reviews.
When someone submits a review by clicking the link in this flow message, they will appear with the Verified buyer badge on your site.
If you delete a product after sending a review request for it, recipients who click the email's CTA will see a message indicating the product has been deleted. They will not be able to submit a review for a deleted product.
Adjusting the review request button
If you'd like to replace the default stars in the review request email, simply add a button to your flow email with the dynamic review request link tag in the URL field: {{ event.review_link }}
Create a review follow-up flow
If you offer an incentive in exchange for reviews, you must follow through and send them the reward, regardless of the content in their review. Even if you don’t offer an incentive, consider thanking the reviewer for their feedback and offering support if they had a negative experience.
- In Klaviyo, navigate to the Flows tab.
- Click Create flow.
- Search for “Review follow-up,” then select the Review Follow-up: Klaviyo Reviews card.
- Click Create Flow.
- Edit the flow messages to reflect your branding and the reward you’d like to offer.
- Once your flow is complete, click Update Action Statuses and set the flow live.
Add a coupon code (optional)
If you’d like to include an incentive in your review follow-up flow, use a personal coupon code built in Klaviyo.
- Create a dynamic coupon code.
- Learn how to create unique coupons for Shopify.
- Learn how to create unique coupons for WooCommerce.
- Navigate back to the tab with your review follow-up flow.
- Add the coupon code tag,
{% coupon_code 'NAME_OF_YOUR_COUPON' %}, with the name of your coupon.
The review submission form
When your customers click the CTA in your review request flow, they’ll first see an option to select a star rating. Once they select a star rating, they’ll see a form with the following fields:
- Email address
- Review text
- Upload photo (PNG and JPG formats are supported)
- Upload video (MP4 and MOV formats are supported)
- Custom questions, if configured
Once the review is submitted, they’ll see a confirmation page with a link to edit their review. If they ordered more than 1 product, they will see the option to review up to 3 additional products from their order. Products are selected and ordered based on your prioritization settings.
Reviewers can return to the original review request link for up to 30 days after they submit their review to edit it.
Manually request reviews
You can request a review from a customer directly with a manual review request link.
These links are specific to the selected product. You can use a manually-generated review link in a campaign to past purchasers of that product, in customer service conversations, or anywhere else you contact past purchasers of a specific product.
- Select the Reviews tab in Klaviyo.
- Click on the Products tab.
- Click the 3 dot menu to the right of the product you’d like to request a review for.
- Click Copy link to manual review.
- Share this link with a customer directly (e.g., by emailing them).
Choose Copy incentivized link to review if you are incentivizing the reviewer in any way (e.g., exchanging free product for reviews, offering discount codes, etc.) A review submitted via this link will be marked as Incentivized in your review widgets.
Get notified about new reviews
Set up email notifications whenever someone reviews one of your products.
Enabling new review notifications means you’ll also be notified whenever someone asks a question. It is not possible to subscribe exclusively to new review notifications.
- Navigate to the Reviews tab in Klaviyo.
- Click Reviews settings.
- Select Publishing rules and notifications.
- Under Notifications, check the box next to Pending activity (reviews and Q&As).
- Choose a frequency (immediately, daily, or weekly) and delivery timing.
- Choose one or more notification recipients from your list of account users
Notifications will be sent to them when someone submits a review or product question.
Notifications can only be sent to account users. If you’d like to send notifications to someone you don’t see in the dropdown, invite them to join your Klaviyo account.
- Optionally, check the box next to Weekly stats summary for a weekly report on your product reviews. This can be sent to a different user (or users) than those who are selected for review notifications.
- Click Save changes.
Once you receive reviews, you can optionally add a public reply to each one (e.g., thank a reviewer for their feedback or apologize for a frustrating experience).
Additional resources
- How to create custom review questions
Learn how to add questions for your customers to answer when they review your products. The answers can help contextualize their review and provide valuable data on your products. If your customers answer custom review questions, future site browsers can filter reviews based on their responses.
- Getting started with segments
Learn how to create and use segments in Klaviyo, which are a powerful tool for understanding your audience and sending targeted messages.