When you sync product and service review data from your integrations, Dotdigital stores it as Insight data. You can use this data to build targeted segments and create personalised program journeys based on customer feedback. Whether you're responding to positive reviews or nurturing unhappy customers, review data helps you tailor your communications and improve engagement.
This feature supports integrations such as Trustpilot, Yotpo, Judge.me, and others.
Before you start
Things you need to know:
You must connect an integration and ensure that review data is syncing to your contacts.
Some integrations only sync review data for existing contacts. Check your integration’s behaviour to ensure contacts are created or matched correctly.
Learn more in Integrations.
Use product and service review data in segments
Review data is stored in Dotdigital as contact insight, inside a collection called Reviews. Each review includes a type field that identifies whether it’s a product or service review.
When building a segment based on review data, you can filter by review type and other fields to target specific behaviours or preferences.
We store the following fields for each review record:
id
reviewdate
ratingscore
ratingcontent
productid
name – product name (product reviews only)
sku – product SKU (product reviews only)
brand
type – identifies whether the review is for a product or a service
These fields are available in the segment builder, allowing you to create rules such as all reviews for a specific product or all reviews with a rating score above 4.
Field names may vary slightly depending on the integration, but the structure and segmentation options remain consistent across supported platforms.
Access review data within a segment
Go to Audience > Segments, and select the Edit icon to edit an existing segment, or NEW SEGMENT to create a new one.
Inside the segment builder, from the left side panel, drag an Insight data block into one of the segment drop zones, and select click to select insight data to edit the rules.
Expand the drop-down menu at the top of the Insight data window to select the Reviews insight data collection.
If you only have a small number of insight data collections, instead of an Insight data block, you might see individual blocks for each collection. If that’s the case, drag a Reviews block into your segment.Set your contact filter using the radio buttons to choose between Number of, Total of and Average of, and then expand the Contact filter drop-down menu to choose and configure an operator.
You can hover over the label for each radio button to see an explanation of how each option affects the records shown in the final segment.Expand the Record filters drop-down menu to choose type.
Type Product or Service and set other rules according to your preference.
Once you‘re happy with your rules, select OK to return to the segment builder.
The Record filters area allows you to build out simple or complex segment rules based on the review data you have stored against your contacts.
Learn more in Using Insight data for segmentation.
Use product and service review data in programs
You can configure automatic program enrolments for customers who leave a product or service review as part of the integration setup. Once these contacts have been enrolled, you can use Decision nodes containing segments to tailor the program journey based on specific information from a contact’s reviews.
Use cases
Send a follow-up email campaign containing Also bought product recommendations to customers who have reviewed a specific product highly.
Enrol contacts who have left a negative review into a nurture program aiming to retain their custom.
Example
Let’s look at how you can set up a program to send an email campaign to contacts who have left a positive review for a specific category of products, for example, jackets.
Go to Automation > Programs and select NEW PROGRAM.
Select Blank template and give the program a name.
Drag a Start node onto the canvas, select it, and set the Enrolment schedule to No scheduled enrolment.
The integration pushes contacts directly into your program, so you don’t need to configure separate enrolment rules.
Add a Decision node which identifies contacts who:
have left a review that day (to ensure that you’re not identifying historic review data)
and
have reviewed a product where the name contains jacket
and
gave a review with a rating score of 4 or higher
Add an End node to the No path of your Decision node, to exit contacts who don’t meet the criteria from the program.
Add a Campaign node to the Yes path of your Decision node, to send an email campaign to those contacts who do meet the criteria.
Connect the Campaign node to the End node so that contacts exit the program once they have been sent the campaign.
This simple program allows you to target a specific group of contacts based on their review data and send them an email. There are many more things you can choose to do with automations.
Learn more: