Marketing Automation

Reviews, reviews everywhere!

Lapperre and Schoonenberg, brands of the world-renowned Sonova Group, have been trusted leaders in hearing solutions across Europe since 1948. With over 75 years of experience, they have grown into a network of more than 240 hearing centers in multiple countries. As part of their commitment to helping people hear better and live without limitations, their teams of passionate audiologists provide personalized, high-quality hearing care. Thanks to ongoing medical and hearing technology advancements, Lapperre continues to innovate, offering state-of-the-art hearing solutions that make a real difference in people’s lives.

The challenge

Both brands aimed to improve their scores on review platforms like Google, Trustpilot, and Yext. First-party reviews were captured via CloseAlert, but there was a need to ensure reviews were automatically connected to the relevant store locations, automating the process while providing a balanced distribution of reviews across platforms for maximum visibility and credibility.

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Our approach

We developed an automated review invitation process to address this, ensuring a strategic spread across Google, Trustpilot, and Yext. Using data model lookups, we dynamically linked review invitations to each store's appropriate Google Review page. Integrations with the Trustpilot API (including token refresh using app scripts) and CloseAlert API allowed seamless handling of third-party and first-party reviews.

Our process included a daily selection of customers based on purchase dates, ensuring timely review requests. Emails were sent using an 80/20 split between platforms, with HTTP requests fetching OAUTH2 tokens and generating personalized review links. Results were fetched daily, ensuring real-time updates.

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The results

This automation strategy significantly improved the client’s review scores:

  • Google: 4.7 out of 922 reviews.
  • Trustpilot: 4.8 out of 1,903 reviews.
  • Yext: 4.8 out of 2.6k reviews.

By streamlining the review collection process and ensuring relevance and accuracy, we enhanced the client’s online reputation and built greater trust with their audience.

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