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.
To understand how your Client's experience these Review Requests, scroll down to the FAQs at the bottom of this article.
Goal
By the end of this article, Business Users will know how to manually send a Review Request to Clients in Hona to collect valuable feedback and strengthen client relationships.
Overview of Steps
1. Access Hona Reputation
From the side-bar in your Hona Business Org, select Company Settings → Reputation
2. Create Review Request
Under Review Link Templates, select (+) Add Review Link Template
Configure your Review Request and then press Create. Once your template is created, you can begin manually sending Review Requests.
What should I put in ___ field?
What should I put in ___ field?
Name
Choose an internal name for your Review Request template. This will not be seen by your Clients, but will be seen by your Business Users when they are deciding which Review Request they want to send if manually requesting from a Client.
Review Link
If your Client leaves 5-stars on their Review in Hona, they will be automatically redirected to this link. We recommend using shareable review links from Google or Yelp.
Notification Text
Choose what you want the Client notification to say when they receive a Review Request.
a. Pipe Text
Personalize your message by adding pipe text like [Contact First Name] and when the message delivers to your Client, their name will autofill in the pipe text.
Reminder Text
Choose what you want your reminder notifications (if configured) to say.
In-App Message
This is the message that appears inside of Hona after your Client opens the link to leave you a review. This message will log in the Client's activity feed in Hona.
3. (Optional) Automate Review Request
Once a Review Request is created, Business Users in your Hona Org will be able to use it to start manually sending Review Requests to your Clients. If you do not want to worry about manually sending these requests and you want them to send automatically when a Client enters a specific phase, follow the instructions below.
Under Auto Review Options, select (+) Add Auto Request
Fill out fields below to configure when your automation should fire:
What should I put in ___ field?
What should I put in ___ field?
"Configuring a Review Request automation" will always trigger a Review Request Client notification. You can think of a "configuring a Review Request automation" as the same thing as "sending out a Review Request to Clients."
Project Type
Choose which Project Type you want to configure the Review Request automation for.
Phase
Choose which Phase of that Project Type should trigger the Review Request automation. Your Client moving into this Phase will trigger the automation to send a Review Request notification.
Delay
The Review Request automation is triggered by a Phase change. Phase changes already trigger their own Client notification (the "Phase Change Message"). That being said, we encourage at least a 1 -day delay when configuring Review Requests to ensure that your Clients receive their Phase Change Message notification first, and at a different time than the Review Request notification.
While possible to set the delay as 0, we do not recommend it, as this typically results in lower Client response rates.
Review Link Template
From the templates you've created, choose the one which contains the review link you want your Clients to be redirected to if they leave 5-stars in Hona.
Reminders
Choose how many reminders you want to send to your Clients. Reminders will only send if the Client has not completed their final review in Hona.
Pipe Text
Personalize your message by adding pipe text like [Contact First Name] and when the message delivers to your Client, their name will autofill in the pipe text.
Notification Text
Choose what you want the Client notification to say when they receive a Review Request.
Pipe Text
Personalize your message by adding pipe text like [Contact First Name] and when the message delivers to your Client, their name will autofill in the pipe text.
Reminder Text
Choose what you want your reminder notifications (if configured) to
In-App Message
This is the message that appears inside of Hona after your Client opens the link to leave you a review. This message will log in the Client's activity feed in Hona.
FAQs
Where can I watch a video walkthrough of configuring a Review Request?
Where can I watch a video walkthrough of configuring a Review Request?
I can't decide whether I want to automate my Review Requests or have my staff send them manually when they think the time is right, what are other firms doing?
I can't decide whether I want to automate my Review Requests or have my staff send them manually when they think the time is right, 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.
If I manually send a Review Request, will the Client receive another one when they enter a Phase that has a Review Request 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 Request automated to send?
Only if the Client did not complete the first Review Request. Hona is configured for Review Requests to only send once, since they are meant to be an overall or final review. Once submitted, additional Review Requests cannot be sent to the same Client manually or automatically.
How do I manually send Review Requests?
How do I manually send Review Requests?
To learn more about how to do this, visit How to Send Review Requests.
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
Congratulations! You've successfully navigated the process of using Hona's Review Request feature. Whether automating or sending requests manually, this tool empowers you to actively manage and enhance your online reputation, fostering positive relationships with your clients. For any questions or concerns, please chat with our support team or email us directly at [email protected].
To learn more about Hona's other Reputation features like NPS Surveys and Automated Birthday Messages, please visit Getting Started: Reputation. If you choose not to automate your Review Requests, please visit How to Send Review Requests.