At NiceJob, our Customer Matching feature automatically removes customers from the "Get Reviews" campaign once they have submitted a review.
One of the most amazing things about NiceJob is our Campaigns send follow-up messages to your customers reminding them to leave a review. 🤩 When using the default campaign rules, a total of 4 messages are sent: 1 SMS and 3 follow-up emails. The automatic follow-up review invites are designed to help you win the most reviews and reach your goals, and it works! Typically winning twice as many reviews as our competitors. ⭐
If a customer leaves a review, we ideally want to remove the customer from the campaign to prevent them from receiving any more messages. To achieve this NiceJob has Customer Matching software that works to remove customers from the "Get Reviews" campaign after they leave a review.
If a customer is enrolled in the "Get Reviews" campaign and submits a review, NiceJob's Customer Matching will work to match the review to the customer, and remove them from the campaign. Preventing the customer from receiving any further messages from the campaign in which they are enrolled. 👍
Customer Matching Software Matches Reviews to Customers by Name
When a customer leaves a review NiceJob removes customers from your campaign automatically. We match the Name on the review to the Name in your contacts, found on the people page. 🎯
When your customer leaves you a review on a review site connected to you NiceJob. NiceJob imports the a copy of the review to your Stories Page and uses customer matching technology to match the Name on the review to a Name in you contacts and remove the customer from the campaign.
To ensure the most accurate matching make sure you're inviting people with first and last name as much as possible. 👌 If some of the customers you invited only have a first name, or do not have a proper name, it makes it difficult for the system to match them up with their review, so to make sure you have the most accurate data in account best to use both names. Don't worry, we'll only ever refer to them by their first name in our invites.
Incorrect customer Matching
Since NiceJob matches reviews to the customer by name, there are some cases where the system is unable to match the review to the correct customer and the customer is not removed from the campaign.
For example, if a customer leaves a review using a name different than the name in your contacts, NiceJob might have trouble matching the review. In some rare cases, NiceJob may match the wrong review to the wrong customer 😬
If you notice that the wrong review has been matched to the wrong customer or if a customer has not been removed from the campaign, a good question to ask yourself is: If a person who did not know who this review was from looked at the review and my contacts, would they be able to tell who left this review? 🤔
If the name on the contact and the name of the review are the same and the customer matching software failed to match the review to the customer, please reach out to support@nicejob.com. 🙏 We will submit it to our product team for Customer Matching improvements, and the example will be used to help us improve customer matching in the future.
Frequently asked questions
Can I un-match a customer from a review?
There is not currently a feature available to un-match reviews once they've been matched, or to manually match a review if the system can not find a a suggestion for a good match. However we can confirm that this has been submitted as a product request for future development and improvements are always being made to NiceJob customer matching software. 🚀
Can I Stop a customer from receiving an invite if their review is not matched?
Yes! If you would like, you can unenroll the customer manually. Also, when using the default settings NiceJob will automatically stop asking for the review after the final message is sent. (When using default settings this is the 4th message) 👍
Can I manually match reviews together?
If NiceJob is having trouble matching the names, you’ll see a notification above the story in the dashboard, asking you to confirm whether a review matches a customer in your campaign. If you would like to learn more about it check out this article here. Reviews can only be matched manually when this notification is present.
Does NiceJob match reviews to customer before the review invite was sent?
If a customer leaves a review prior to the contact being imported to NiceJob and sent a review invite, the review invite will still be sent to the customer. This is the case because the contact must be added to NiceJob for the system to be able to match the review to the contact. 🙏
Of course, any questions you have about Customer Matching are welcome!
Reach out to our Success department through the little blue chat bubble or email your inquiries direct at support@nicejob.com.