Scott Harris, CEO of SocialSurvey, discusses the important issue of gating reviews and how Zillow may follow in Google’s steps to allow the true voice of the customer to be heard.
Watch the video:
We’re excited to announce our newest review sharing enhancement. We now auto-populate the entire review comment when sharing a review on Zillow. Now, that’s just step one. We hope that someday we can enhance our relationship with Zillow, and maybe get the true voice of the customer across hundreds of thousands of reviews ported over to Zillow for all the customers that we support.
Right now, we’re excited to announce a connection between SocialSurvey and Zillow that will allow customers to simply click “I give you my permission,” and we can pre-populate the entire review on the Zillow platform.
How this works?
When a customer writes a glowing review of your services on SocialSurvey, we do not stop there; we provide an option to the customer to submit the same review on Zillow. If the customer clicks on the Zillow button, we know which loan officer they worked with, and we direct them to the review page for the LO with the entire review and loan information auto-populated. All the user needs to do is click “Submit” and the review is posted (customers will need to login to Zillow, if not already logged in)! The benefit of this approach is, even if the customer has to login or sign up for Zillow, we retain the review text and auto-populate after they log into Zillow.
Does this work?
Absolutely, we launched this feature with a few of our partners and we have some reviews to show! See below.
Of course, when it comes to SocialSurvey, you always have customization options. By default, we append a footer “Powered by SocialSurvey” to the Zillow review text. You can edit/remove it at your organization level. Also, Zillow needs a review title, and by default, we use the first sentence of the review text as the title, but the customer can edit all of the pre-populated values we import.
Want this for your account? Have questions?
Please email us at [email protected] or contact your Customer Success Manager.
Scott Harris video on how Zillow might adopt Google’s gating policy (Read the full transcript here).
Let’s talk about two platforms real quickly that are so important to the real estate and mortgage landscape. Google and Zillow. Now, I think there’s an interrelated issue here that’s going to rise very soon and let’s focus on Google for a second, and that issue around gating (see Scott’s previous article/video on Google gating). Companies forever have just been sending their happiest customers to write Google reviews. Now, why is this a problem? Well, we are in an unprecedented time where reviews are becoming more and more important in the way that consumers make buying decisions.
If a company is only sending their happiest customers to write reviews on these platforms, then we know that that’s a false signal, and customers could be damaged if they’re sent to buy something by a reviews platform that doesn’t have the true voice of the customer. Google has recently put out a gating policy (basically) saying, “No more, if you’re going to send people to write reviews, send all of them, not just your happiest customers, or you’re going to be penalized by the Google reviews platform.” Bravo to Google.
Why is this important to the Zillow platform?
I’ll tell you why. Zillow is a great platform. They’re smart folks. They know that, eventually, they have to figure out how to get just credible data on their platform. Realtors hate to see anything but a five-star review. I’m sure that Google gets all kinds of calls, remove this review, when somebody writes a three-star review. That’s not fair. Well, the true voice of the customer is what’s important here, and so I believe that in the very near future, Zillow is going to adopt the same gating policy.
Right now, we’re excited to announce a connection between SocialSurvey and Zillow that will allow customers just to click “I give you my permission,” and we can pre-populate the entire review onto the Zillow platform, more to come.
Experience.com (Formerly SocialSurvey) only has the true voice of the customer.