TextBack offers customers real-time entry into your feedback process from their mobile phone. A customer self-activates the process by sending a keyword text to your SMS number. An auto-reply message delivers a link that connects them to the feedback and review process.

1. Log in via https://rb.whitespark.ca/

2. Select the business you want

3. Click Requests > TextBack

4. Click the Activate TextBack toggle to ON to activate TextBack.

5. Under Keywords, "feedback" is the default keyword users must text to your selected number to initiate the feedback process. If you wish to remove ‘feedback’, uncheck the box. Click + Add keyword to add desired keyword triggers. Keywords can be texted as a single word or as part of a phrase or sentence to activate auto-reply. You can add multiple keywords and any one will trigger TextBack.

6. Under Auto-Reply Message, you can edit your auto-reply message. The message is sent to the customer after they text a selected keyword(s) to your TextBack number. You can use up to 128 characters maximum for your message.

7. After completing your edits, review your TextBack settings in the sample image on the right and click SAVE Settings at the bottom of the page. You’re all set to start using TextBack with your customers!

Tips!

While the Reputation Builder has provided outbound SMS messages to request reviews from known customers who have provided their phone numbers as part of their customer profiles, TextBack is very different. TextBack is an invitation to customers to initiate the feedback process and share their experience via text from their phone.

We live in a world where communicating via text has become the norm. A recent study by ZipWhip found that 71% of 30 to 44-year-olds and 65% of 18 to 29-year-olds, said they would text a business more frequently if the opportunity was available.

TextBack offers your customers real-time entry into the review process via their mobile device by simply providing a “keyword” and phone number.

A customer sees the invitation in-store (receipt, poster, table card at checkout, flyer, signage) and takes action by sending a “keyword” text (default – “feedback” – but it can be customized) to your designated TextBack number. Then, Reputation Builder auto-replies with a text message giving your customer easy access to the feedback and review process.

The average person checks their phone every 12 minutes, and puts about 4+hours of screen time in daily. Through connecting via TextBack you can increase engagement in your feedback and review request process.

Where other solutions fail, TextBack succeeds. No email? No phone number? No problem. TextBack works around these barriers, and provides a way for your business to connect with new or “unknown” customers. It creates an opportunity at any stage to connect with your customers. Here are just some of the ways you can display your TextBack number and invite your customers to share their experience.

Signage

Receipts

Flyers

Marketing & Business Materials

If you’re in an industry where it’s challenging to build your customer list then TextBack is the perfect sidekick to help develop your list and enable future communication. Get creative and display your TextBack number across different channels and effortlessly capture customer information.