Post-purchase follow-ups that feel like a check-in, not a chore
Collecting customer feedback is critical for social proof, product development, and customer retention. But review request emails and survey links have abysmal completion rates. Customers who loved your product still won't click through to a review form because the process feels like work.
Conversational follow-ups over text change the dynamic. Asking "How was your Ethiopian Blend?" and letting customers reply directly feels like a brand that cares — not a brand that wants free marketing.
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How most brands collect post-purchase feedback
The standard approach: brand sends a post-purchase email asking for a review, with a link to a review form on their website or a third-party platform. The customer has to click through, possibly log in or verify their email, then write a review on a form that may or may not be mobile-friendly.
Completion rates are consistently low. Even customers who had an excellent experience rarely bother with the multi-step process. The gap between "I loved this product" and "I clicked through a form to write about it" is where most review potential dies.
For brands that need social proof, product feedback, and customer engagement data, this represents a massive missed opportunity. The data exists — customers have opinions about your products — but the collection method is too friction-heavy to capture it.
Conversational feedback via text
With AudienceTap, post-purchase follow-up happens conversationally. A few days after delivery, the customer receives a text: "How was your Ethiopian Blend? Reply 1-5 to rate it." The customer replies with a number. If they rated it highly, a follow-up asks for a quick one-line review. If they rated it low, the brand can follow up to address the issue.
The conversational format makes review collection feel like a check-in, not a chore. And the responses become zero-party data — direct customer feedback that can be used for product development, personalized recommendations, and targeted marketing.
Response rates for text-based feedback significantly exceed email-based review requests because the customer doesn't have to leave their text conversation, load a website, or fill out a form. They're replying to a message they already opened.
Side-by-side comparison
| Aspect | Traditional | With AudienceTap |
|---|---|---|
| Customer action | Click link → log in → fill out form → submit | Reply with a rating number |
| Completion rate | Low — multi-step form process | Higher — one-reply rating |
| Customer experience | Feels like a chore | Feels like a check-in |
| Data collected | Review text (if they complete it) | Rating + feedback + zero-party data |
| Issue detection | Only if unhappy customer bothers to complain | Low ratings trigger immediate follow-up |
Who this is for
Any brand that values customer feedback, social proof, and product improvement insights. Especially effective for brands launching new products or iterating on existing ones.
Features that make it work
Related use cases
SMS Cross-Sells & Upsells
Offer complementary products right after a text purchase — in the same conversation.
SMS Customer Feedback & Product Development Insights
Collect product feedback and preferences conversationally — customers reply instead of filling out forms.
SMS Welcome Series That Drives a First Purchase
Convert new subscribers into first-time buyers with a welcome flow that closes the sale inside the text.
Related glossary terms
Zero-Party Data
Zero-Party Data is information that customers intentionally share with a brand — such as preferences, purchase intent, and feedback — as opposed to data inferred from behavior.
Post-Purchase SMS Flows
Post-Purchase SMS Flows are automated text message sequences triggered after a customer completes a purchase — including order confirmation, shipping updates, cross-sells, and replenishment prompts.
SMS Commerce
SMS Commerce is the practice of selling products directly through text message conversations — turning SMS from a marketing channel into a sales channel.
SMS Post-Purchase Follow-Up & Review Collection FAQ
Wait until the customer has had time to try the product — typically 3-7 days after delivery for consumables, or 1-2 weeks for products that take longer to evaluate.
Yes. Feedback collected via text can be formatted and published as reviews on your website or product pages, with the customer's permission.
AudienceTap can trigger an automated follow-up for low ratings — asking what went wrong and offering to make it right. This turns potential negative reviews into customer service wins.
Ratings and feedback become zero-party data in your customer profiles. Customers who loved a product can be targeted with similar offerings. Those who rated low can be excluded from offers on that product and offered alternatives.
Ready to see if AudienceTap is right for you?
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