New to Betterbunch? Frequently Asked Questions

Welcome to Betterbunch! Starting with a new platform can feel a little daunting, but we’ve built this software to be as effortless as possible.

To help get you moving quickly, we’ve rounded up the most common questions our new users ask. If you don't see your question here, just ask our Support Bot in the bottom right corner of your screen!

Getting Started

How can I see exactly what my customers see?

The best way to understand the customer experience is to send yourself a test! Simply create a single invite using your own name and phone number/email, then check your phone to click through the process yourself.

Do I really need to upload a list of past customers?

You don't have to, but we highly encourage it! Running a Past Customer Campaign is the absolute best way to gather a surge of new reviews in your very first week. It creates instant momentum for your business.

What happens if a customer is unhappy?

When customers click your invite link, they are asked to rate their experience with a 👍🏼 or 👎🏼.
If they click the "thumbs down," we ask them to leave private feedback instead of sending them to Google. This gives you a chance to make things right behind closed doors.

How long until I start seeing results?

If you upload a past customer list on day one, you will likely see your first new Google reviews within 24 hours! For ongoing invites, consistency is key—make it a habit of sending invites dairy or weekly and watch your Google ranking climb.

What is the best "next step" for me right now?

Once you have uploaded your past customers and chosen how you want to send invites, it's time to build the "Betterbunch Habit."
Set aside just 5 minutes a week to reply to new reviews, respond to any private feedback, and motivate your team. Teach your team how the platform works so they can let customers know a feedback message is coming!

Sending Invitations

What is the best way to send invites?

This depends entirely on your setup:

Best: Set up an automation so invites send automatically when a job is marked "complete" in your connected software.
Great: Set aside 5 minutes every week to upload a list of customers you serviced that week.
Good: Send single invites manually at the end of every job.

What if my software doesn't integrate, or I can't export a list?

No problem! Manual sending is the way to go. Just bookmark your Betterbunch dashboard on your computer, and take 10 seconds to fire off a single invite right after you finish a job.

What if I don't collect customer phone numbers or emails at all?

If you run a retail shop, hospitality venue, or deal with cash sales, physical Shareables are your best friend. Hand a printed card to your customer or point to a table stand, and they can simply scan the QR code to leave a review. Learn more about Shareables here.

Messages & Credits

What converts best: SMS or Email?

SMS (text messaging) is the clear winner. Text messages typically have a higher open and engagement rate than emails because they feel more personal and immediate.

Can I customise my messages and links?

Absolutely. You want your invites to sound like you. You can fully customise both the SMS and Email text, as well as the URL link.

What are SMS credits and how do they work?

Your plan includes 250 SMS credits each month, which automatically renew on the 1st of the month.

One standard SMS invite (up to 160 characters) uses 1 credit.
If your customised message is longer than 160 characters, it will use 2 credits (and so on).
Note: If you reach your limit, our team will reach out to discuss your options. We can automatically switch your invites to send via email for the rest of the month (emails are free!), or you can purchase top-up credits for $16 NZD per 100.

Settings & Customer Experience

Will my customers get spammed with multiple invites?

No, we have built-in protection for this. Your Cool-off Period setting blocks a customer from receiving more than one invite within a set number of days. Even if you accidentally trigger a second invite, our system will block it. Learn more about the Cool-off period here.

Are customers reminded if they forget to leave a review?

Yes! If a customer ignores your first message, or if they click "thumbs up" but forget to actually post the review on Google, our Retargeting feature will automatically send them a gentle follow-up email 24 hours later.

How do I block a specific customer from receiving an invite?

If you have a sensitive client you do not want to receive invites, you can easily block them inside your Contacts. Learn how to block contacts here.

Do I really need to respond to my reviews?

You don't have to, but we strongly encourage it. Replying shows future customers that you care, and it shows Google that you are an active business, which organically boosts your search ranking! To save time, use our AI Responder to reply in seconds. Learn about the AI Responder here.

Features & Extras

What is Better Rewards?

Better Rewards is a perk run entirely by Betterbunch. When your customers leave feedback (via an incentivised invite or Shareable), they are automatically entered into a draw to win a $500 voucher. We draw a winner every quarter and handle all the payout details—it costs you nothing! Learn more about Better Rewards here.

What are Shareables?

Shareables are printed materials (like business cards, posters, and stickers) equipped with unique QR codes. You can hand them out at your front desk, after a quote, or at the end of a job to capture reviews in the real world. [Learn how to get Shareables here].

Still need help?

Just click the blue Chatbot in the bottom right corner of your screen. If the bot can't answer your question, just ask it to connect you with our human support team!