If your business receives positive internal feedback but fewer public reviews, SmartMoving’s Online Reputation Management (ORM) tool includes a feature designed to bridge that gap. By automatically following up with customers who leave positive SmartMoving Only reviews, you can encourage more public Google reviews with minimal effort.
What This Feature Does
When enabled, SmartMoving automatically sends a follow-up email to customers who leave a positive internal review through the Rate Your Move survey.
This follow-up email can include:
A clickable link to leave a Google review
Custom branding and messaging
Images or formatted content
Because the email stays in the customer’s inbox, it serves as a reminder even if the customer skips the public review prompt immediately after completing the survey.
Why This Matters
Many customers are willing to leave positive feedback but don’t always complete a public review in the moment. This feature helps you:
Turn private feedback into public visibility
Increase your Google review volume
Improve local search presence
Reduce manual follow-up work
By making the next step easy and accessible, you increase the likelihood that satisfied customers share their experience publicly.
How the Follow-Up Email Works
A customer completes the internal SmartMoving review survey
If the rating meets your positive review criteria, SmartMoving sends a follow-up email
The email directs the customer to leave a Google review
No manual action is required once the feature is enabled
How to Enable the SmartMoving-Only Review Follow-Up Email
Go to Settings
Select Marketing
Open Online Reputation Management (ORM)
Navigate to the Auto Reply Rules section
Toggle on the SmartMoving-Only Review Email Template setting
Customize the Internal Survey Reply Email Template as needed
Once enabled, SmartMoving will automatically handle follow-up emails for qualifying reviews.
Important Behavior to Know
⚠️ Auto-Reply Rule Overrides
Enabling this feature will override any existing SmartMoving-only auto-reply rules that use the same rating criteria.
For example:
If both this feature and another rule are set to trigger on 5-star internal reviews, the follow-up email will take priority
Auto-reply rules for other ratings (such as 1-star or 2-star reviews) will continue to function normally
Review your existing rules before enabling this setting to avoid conflicts.
Best Practices
Keep the email short and friendly
Use clear calls to action (for example, “Leave a Google Review”)
Match the branding and tone of your business
Periodically review performance and adjust messaging if needed
What’s Next?
After enabling this feature, you may want to:
Review your Google Business Profile setup
Monitor increases in public reviews
Pair this with Review Reminders and Notifications
Use Review Screening to manage negative feedback privately