The Google Reviews feature allows you to prompt your customers to post their positive feedback as a review on your Google Business listing. This means you can easily turn your happy customers into public advocates for your business. If using SmileBack feedback as part of your marketing strategy is interesting for you, have a look at our marketing permissions and website widget features.

This feature works for both CSAT and NPS surveys. Once enabled, whenever your customers give a positive CSAT review or a promoter NPS response (a score of 9 or 10) the option to post their comment as a Google review will appear. And once they submit their comment, it's copied to their clipboard and they're taken to your Google Business page so that they post their feedback there. Quick, simple and painless!

Hot tip: Google Business Profile Manager allows you to set up alerts for when new Google reviews are posted.

How to set it up

Generate your Google My Business link

1. Sign in to Google Business Profile Manager.
2. Click Home in the menu on the left.
3. Under “Get more reviews”, you can copy your short URL.

For more on Google Business short links and how to set them up on a mobile device, please visit Google's help center article.

Note: When you first provide us with a review link when generating a CSAT survey snippet, all your surveys (CSAT and NPS) will by default be set up to redirect to that link. You can set up different NPS campaign surveys to redirect to different review links. You can't do the same for different CSAT surveys. All your CSAT surveys will redirect to the latest link you provided us during your last CSAT survey creation.

CSAT surveys

You need to be a CSAT administrator to create survey snippets. You can read more about user permissions here.

1. First, you need to generate a new CSAT snippet on the survey configuration page.

2. In the second step, enable the Google Reviews feature and paste your Google Business Profile review link (you can use the marketing permissions feature alongside Google reviews or not depending on your preference).
   Google Business reviews link
   
   SmileBack marketing features
   

3. Click on preview and once you're satisfied with the survey, copy the snippet.

4. Replace the existing snippets with the new one on your ticketing system. (here's how to add a survey to ConnectWise Manage, Freshdesk, Zendesk and Autotask)
   
   Note: this step is necessary so that your future CSAT surveys offer the Google Reviews option.

5. This is what your customer will see when they rate a ticket positively. And once they write a comment and press submit their comment will be copied to their clipboard and they will be taken to your Google Business page. Then all they'll have to do is hit paste.

NPS campaigns

You need to be an NPS administrator to create and update campaigns. You can read more about user permissions here.

For new campaigns

1. Follow the instructions in step 1 and step 2. If you need more support here's our article on Creating your first NPS campaign.
2. In step 3 of the flow, enable Google Reviews feature.
   
3. Paste your Google Business link.
4. When you're done click on Preview and then Continue.
5. Make sure you go through the import contacts step and press "Finish" at the end so that your campaign is scheduled.
6. This is what your customers will see when they give you a promoter NPS score (9 or 10). And once they write a comment and press submit their comment will be copied to their clipboard and they will be taken to your Google Business page. Then all they'll have to do is hit paste.

For existing campaigns

1. Unless you'd like to adjust the existing settings in step 1 (campaign details) and step 2 (survey email settings), you can skip forward to step 3 and enable the Google Reviews feature.
2. When you're done click on Preview and then Continue.
3. If you don't wish to import the contacts again you can leave the page. The settings will be saved regardless.
4. This is what your customers will see when they give you a promoter NPS score (9 or 10). And once they write a comment and press submit their comment will be copied to their clipboard and they will be taken to your Google Business page. Then all they'll have to do is hit paste.

Please note: 

How this feature relates to the marketing permissions feature

The Google Review feature and the marketing permissions feature are independent from each other. E.g. customer may want to publish their comments as a Google Review and not want it to be used by your marketing team. Or vice versa, they may not mind you using their comments on your website and not want to publish their comments as Google Reviews. 

The "published" toggle next to your reviews in the reviews tab, only applies to the website widget. It has no effect for Google Reviews, these ones get published the moment the customer hits "post" inside the Google review form. 

How to remove the option from your survey(s)

CSAT surveys

All you need to do is delete the existing snippet from your ticketing system and to follow the steps in the How to Set Up section. If you'd like a refresher on where the existing survey snippet is you can use as a guide our articles on how to add a survey to ConnectWise Manage, Freshdesk, Zendesk and Autotask.

NPS campaigns

You can remove the Google Reviews option from future NPS surveys with an NPS campaign by disabling the feature in your campaign settings. Here's our help center article for more detailed instructions on Adding and updating NPS campaigns.