Overview of Winback

Created by Team Momos, Modified on Mon, 21 Aug 2023 at 05:29 PM by Team Momos


Winback highlights negative reviews your customers left on your Google page, and focuses on connecting you to them by reaching out personally.

This feature allows you to steer the conversation to a private setting with an appeasement form, while collecting more information from the customer.

Show that you value their feedback by offering an Offer for their next visit.

How does a Winback banner appear?

All Google reviews with between 1 to 3 stars will have a "Winback" banner attached:

You may click on the share form button to send an appeasement form to the customer


A default message with an appeasement form link is autofilled in the reply box. You can also customise your response accordingly.

The appeasement form link is unique, and valid for only one response. This is to prevent other users from impersonating the original reviewer.

Once a customer has filled in their details, their information will be captured and displayed in the thread. You may issue an Offer to win them back!

Lastly, a banner showing that the customer has been won back will appear once customer has successfully redeemed the voucher!



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