Key Terms
Key Terms
Required to know for this article specifically:
Business = Business/Law Firm who invested in Hona
Hona (Business) Org = Hona Account owned by the Business
Business User = An individual account within a Hona Business Org
Just like there are many employees at 1 Business, there are many Users in 1 Hona Org. Which Hona features and settings are accessible to each User is determined by their User Role.
Client = Client of the Business
End-user of Hona Client and its features
Hona Client = Hona Client Portal interface where Clients can interact with Hona features
Business Users build Hona Client features in their Hona Business Org
Important to know in general:
"Automation" refers to an automatic workflow which typically results in triggering a Client notification
"Project" is used interchangeably with "case" and "matter"
CMS = Case Management Software (often used interchangeably with CRM)
Messages = 2-way messages sent through Hona's 2-Way Messaging feature (typically sent via text)
Notifications = messages sent to the Client to notify them of Hona features you have configured (Project Type case updates, Forms, E-Signature requests, Review requests, etc). These are sent based on the Client's Notification Preferences.
Business User Notifications = Notifications sent to Business Users after a Client has taken action in Hona
What is a Review Request?
What is a Review Request?
This feature allows the Business to request an “overall review” from their Clients through Hona. This is different from NPS surveys which are also in Hona, but they are phase-dependent, so they are typically better used to get specific feedback instead of an "overall review." Something else that is different from NPS surveys is that these requests will trigger a notification to your Client requesting their review, whereas NPS surveys appear automatically within the Portal itself and do not trigger any notifications to your Client.
If configured in Hona, Review Requests will send via notification to your Client, and when your Clients open the link in that notification, it will take them to a short feedback survey to rate your Business 1-5 stars and comment on their entire experience with your firm. If you decide to automate Review Requests, we recommend automating this request to send at the end of a Client’s case, so the “overall review” also serves as a final review once their matter is complete.
If your Client leaves you a 5-star rating in Hona, they will be automatically redirected to your Google (or Yelp) Business review page to leave their 5-star review there as well. We find that Businesses who decide to configure this feature in their Org see a significant increase in their 5-star reviews. Increasing your 5-star Google reviews is one of the most effective ways to strengthen your Business’s online presence and credibility.
Before Getting Started:
Before Getting Started:
You must have a Review Request template configured before you can manually trigger the Review Request feature to your Clients. To learn how to configure Review Request templates, please visit How to Configure Review Requests.
Goal
By the end of this article, Business Users will know how to manually trigger the Review Request feature to a Client. Doing so will send a notification to the Client requesting a review, and if they leave 5-stars on that review, they will be automatically redirected to a Google/Yelp/other review page of your choosing. Utilizing this feature not only increases Client satisfaction, but also improves a Businesses overall reputation.
Step-by-step visual guide:
Step 1:
Find the Project in Hona you want to send a Review Request to.
Step 2:
Select that Project from the dashboard OR open up the Project details. Selecting Projects from the dashboard will allow you to choose multiple Projects to send a Review Request
Step 3:
Press Actions → Request Review
Step 4:
Configure Reminders and edit wording (if needed) before selecting Request Review
FAQs
I can't decide whether I want to automate my Review Requests or have my staff continue to send them manually. What are other firms doing?
I can't decide whether I want to automate my Review Requests or have my staff continue to send them manually. What are other firms doing?
The Review Request feature is most valuable/best utilized when it is automated, so therefore the majority of Hona customers choose to do so. As a reminder, your Client reviews stay internal to your Business. If a Client leaves 5-stars on their Hona review, they are automatically redirected to leave a public review at your link of choosing. That being said, we have seen that automating your Review Requests typically result in an increase of positive Google/online reviews.
Every Business is different, so the choice of requesting these manually or automatically is up to you and what makes most sense for your internal workflows. While we always encourage configuring the automation, we leave the option open to send them manually based on the varying needs of our customer base.
I'm tired of sending Review Requests manually, how do I automate them?
I'm tired of sending Review Requests manually, how do I automate them?
To learn how to automate your Review Requests, please visit Step 3 of How to Configure Review Requests.
If I manually send a Review Request, will the Client receive another one when they enter a Phase that has a Review Requested automated to send?
If I manually send a Review Request, will the Client receive another one when they enter a Phase that has a Review Requested automated to send?
No. Hona is configured for Review Requests to only send once. This means that a second Review Request cannot be sent to the same Client, regardless of whether it's sent manually or automatically.
How do these Review Requests appear to my Clients in their Hona Portal?
How do these Review Requests appear to my Clients in their Hona Portal?
Your Clients will receive a notification with the wording you've configured for your Review Requests. At the end of this notification will be a link that when clicked on, will open directly into their Portal into their Review Request (visual below).
If the Client selects 4 stars and below: A textbox will appear for them to leave any additional comments on their review. The
If the Client selects 5 stars: Their review will be submitted in Hona and instead of a textbox appearing, your Client will be automatically redirected to the review site configured in your Review Request template. This is to encourage them to leave their comment directly on your review page instead of Hona.
You can always check whether a Client has submitted their response to a Review Request by opening their Project in Hona and going to their Review tab. This will show the status of the Review Request sent to them, and if they submitted their review already, this tab will show you what they rated and whether they left a comment. You can always assume 5-star reviews will not have a comment because the Client was redirected to your online review link.
Why This Matters
Collecting Client reviews helps Businesses measure satisfaction, build trust, and strengthen their online reputation, all while providing insights to improve the client experience. Understanding how to trigger Review Requests manually is necessary if the requests aren't going to automated, but can also be helpful to know if you'd like to trigger a Review Request before your Client has entered the Phase which triggers its configured automation. For any questions or concerns, please chat with our support team or email us directly at [email protected].
To learn about Hona's other Reputation features, please visit Getting Started: Reputation. To learn about how to configure Review Requests and automate them, please visit How to Configure Review Requests.