Client Review Approach
Client Review Approach
To ensure a consistent, timely, and effective review approach after every interaction. This includes understanding when to ask for a review, how to transition from the conversation to the review request, and how to handle various scenarios to increase review submission rates.
This SOP applies to all client-facing teams at FNmarkets, including support agents, PSTF, account managers, and sales teams.
Scenario: The client expresses satisfaction or gratitude after their issue is resolved or after a positive trade experience.
Review Request: Ask right after the positive outcome is achieved.
Transition:
"I’m happy to hear that everything went well! We would really appreciate your feedback on your experience with FNmarkets. Please take a moment to leave us a review
[https://www.trustpilot.com/review/fnmarkets.com]."
If a client expresses satisfaction during a chat, encourage them to share their experience.
Scenario: The client’s issue has been resolved or their query answered satisfactorily.
Example Situation: A client opens a support case, and it’s resolved within the chat or call.
Review Request: Ask at the closure of the conversation after confirming the issue is resolved.
Transition:
"I’m glad we were able to resolve your issue! Would you mind sharing your experience with us by leaving a review? [https://www.trustpilot.com/review/fnmarkets.com]."
Scenario: The client completes a significant action, such as a deposit, withdrawal, or major trade.
Example Situation: A client successfully deposits funds and begins trading or completes a large transaction.
Review Request: After confirming the client is satisfied with the process.
Transition:
"It looks like your transaction was successful! We would love to hear about your experience—could you please share a review of your experience with FNmarkets
After Positive Outcome: Ask for a review immediately when the client is happy or expresses gratitude.
At Conversation Closing: Always ask for a review towards the end of the interaction. Ensure the client is satisfied and confident in their experience.
Always provide a clear, easy-to-access review link (TrustPilot, Wiki FX, Iran Broker, or Broker Chooser).
Example Request:
"We’d love to hear your feedback! Please leave your review on [Platform]. Here’s the link: [Review Link]."
Ask the client to confirm the review submission by sharing a screenshot of their review.
Example Request:
"Once you’ve submitted the review, could you please share a screenshot with us? It would mean a lot to us."
Once the client submits the review, thank them for their feedback.
Example Response:
"Thank you for your feedback! We really appreciate you taking the time to leave a review. Your input helps us improve and better serve you in the future."
If the client hasn’t submitted a review or shared a screenshot after a reasonable time (e.g., 3-4 minutes), send a gentle reminder.
Example:
"Just following up to see if you had a chance to submit your review. If you could share a screenshot with us, it would be greatly appreciated!"
If the client provides a negative review or threatens to write a negative review, handle it with care. Acknowledge the client’s concerns, apologize, and offer a resolution.
Example:
"We’re sorry to hear about your experience, and we would love the opportunity to resolve it. Can you please provide more details so we can assist you further?"
If the client does not respond or share a screenshot, follow up with a polite reminder.
Example:
"I understand you may be busy, but we’d love to hear your feedback on your recent experience. If you have a moment, could you leave us a review and share a screenshot?"
After positive ticket resolution, approach clients to provide a review when they express satisfaction with the support received.
Example:
"I’m glad I was able to resolve your issue today! Your feedback helps us continuously improve our services. If you’re happy with the support you received, could you please take a moment to share a review of your experience with FNmarkets [here]? It would mean a lot to us."
Request a review after the client completes a deposit, receives their account following seamless processing, or receives a withdrawal.
Example:
"It looks like your deposit was successfully processed, and your account is now active! We’d really appreciate it if you could share your experience with us. Your feedback is important. Please leave a review of your experience with FNmarkets [here]."
Avoid asking for a review when a client is frustrated or dissatisfied.
Focus on resolving the issue rather than requesting a review during complaint resolutions.
If a client blew their account, or requests a bug in the platform that affected his trade, avoid approaching them for a review.
Use a warm and courteous tone when requesting reviews.
Example:
"Thank you so much for your time today! We truly value your opinion, and if you’re happy with the support you received, we’d appreciate it if you could share a review with us [here]. Your feedback helps us continue to improve."
If a client declines to provide a review, honor their decision without pressing further.
Example:
"I completely understand if now isn’t the right time to leave a review. If you ever feel like sharing your experience with us in the future, we’d be more than happy to hear from you. Thank you for your time today!"
Provide clear instructions for clients who may not be familiar with the review process.
Example:
"To leave a review, simply click on this link: [Review Link], select the 5 star rating, and write a few words about your experience with FNmarkets. It only takes a minute, and your feedback is incredibly valuable to us!"
If the client says, "I’ll give a review after I get a withdrawal," explain that TrustPilot allows them to submit a review once every 24 hours and encourage them to leave a review now.
Clients from Facebook and Instagram are more likely to leave reviews than clients from other channels. Ensure a timely and straightforward request.
Make the review request process as fast as possible to prevent clients from leaving before they submit the review.
If a client gives a lower rating than expected, express your apologies and gently request a higher rating if they’re satisfied.
Example:
"I’m really sorry to hear that your experience didn’t meet expectations. If there’s anything we can do to resolve this, please let me know. If you feel your experience was improved after our conversation, we’d be grateful if you could update your review and share a higher rating. We value your feedback!"
Even if the client leaves the chat, they may return later to submit a screenshot of their review. Always follow up and make the process easy.
Balancing customer satisfaction with timely review requests is crucial. By understanding when and how to approach clients for reviews, agents can help enhance FNmarkets’ credibility and attract new clients.