These analytics are available right within the Opinew dashboard, and will allow you to better understand your Shopify store’s review strategy, and what actions you should take to improve it.

Revenue

Total Revenue is the revenue generated from your Shopify store for the month.

Influenced Revenue is a way of tracking how much influence your reviews are having on your orders, any order that was placed within a 24-hour period of that customer interacting with any of your reviews will be counted as “influenced” by a review. If your total revenue was $50,000 and your influenced revenue was $48,000 it would mean that 96% of your orders placed interacted with reviews before purchasing.

Coupon Revenue is how much revenue can be attributed to dynamic coupons generated by Opinew in exchange for leaving a review. Having a healthy value here shows that your customers are coming back and using the coupons that you rewarded them with.

Review Requests

Email Requests are emails sent out to your customers either through Opinew or Klaviyo requesting that they leave you a review following their purchase. This number shows how many customers left a review via this method.

SMS Requests are SMS sent out to your customers either through Opinew or Klaviyo requesting that they leave you a review following their purchase. This number shows how many customers left a review via this method.

Open Rate is the percentage of customers who opened and read your email or SMS review request.

Completion Rate is the percentage of customers who opened your email or SMS review request and left a review using the review form on your Shopify store.

Link Reviews are reviews that were collected using our review request link tool, either directly via the link you sent to them, or via any email marketing/support application, you are using.

Widgets

On-site Widget are reviews that have been left directly by customers visiting your website, these reviews have not been solicited by Opinew’s request flows. Customers that leave a review directly on your on-site review widget will need to verify their identity via email confirmation.

Review Imports

Imported Sources are reviews that have been collected from an external marketplace using the Opinew Import system; this will count both manual and automated collections from Amazon, eBay, and Aliexpress.

Migrated Sources are reviews that have been uploaded to Opinew via CSV. For example, reviews collected from another review platform, from a spreadsheet, or as an export from somewhere like Etsy.

If you have a shop that sells products in the UK and you have another shop that is selling the same products in France, your UK shop can request to link with your French shop. Once linked and verified, your UK shop will be able to access any reviews left for products that are also being sold in the French shop.

To do it go to Account > Link Shops

• Press “Create new shop link” button.

• Add the Shopify domain of the shop you want to link product reviews from.

• Press “Create“.

• The owner of the shop being linked will receive an email asking to verify the shop link.

• Once verified, your shop will receive reviews for similar products.

If you have a blue car and a red car and link them, when somebody leaves a review on the blue car, that review will also appear on the red car (and vice versa). The same goes for imported reviews.

Read through our step-by-step guide, or watch our video below in order to start sharing reviews between products.

Step 1: Head over to “More > Link Products“

Step 2: Press the “Create a group” button

Step 3: Add a name in the “Group name” field

Step 4: Select the products you want to group from the list displayed

Step 5: Finally, press the “Create” button.

Click on “Export Reviews” to start the exporting process.

Note that all of the original reviews you gathered with us will export. This includes reviews written from the on-site widget on your product pages and all the reviews from email, SMS or printed review requests.

Reviews you imported into Opinew from Aliexpress/Amazon/Ebay etc, using our importer function, will not export. You would have to find a different review provider to import those via that provider’s importer functionality.

3 ways to deal with negative reviews with Opinew

1. Review Comments/Responses

You can comment on any review but it comes handy especially for the negative ones. Go to Reviews > find your review > click “Comment”.

Comments show your side of the argument. They are your chance to show off your customer service – respond in a calm, understanding, and professional way and you will win more customers than you would with 5 star reviews or any trust badges. That’s because you will show everybody that even if something goes wrong with their order, you will help them, they can trust you. Your responses will be seen by lots of your customers since very often when people browse reviews they check the negative ones.

2. Opinew negative reviews resolution system

If you meet certain criteria, Opinew can also show a special message in green above the reviews on the widget.

We display the green bar messages when:

• Shop refunded or replaced the product. We detect that automatically for you.
• You can do it manually too. Go to Reviews > find your review > click “Resolve”. Then type your resolution message. The green bar message will show on top of the review.
  • Customer will get an email notification and if they don’t click the “not resolved” button within 24h, the green bar message will stay up.

3. Automatic profanity filters

We know there some people that are offensive and just can’t be reasoned with. We’ve got your back. If there is a review with offensive words, we hide it.

If you’d like to go further, we’ve also written a detailed guide on how to reply to negative reviews with examples.

If you have reviews you would like to push on top of your review widgets, you can use our easy and quick “Feature reviews” feature. Follow our steps below:

Step 1: Go to “Reviews > Manage Reviews“

Step 2: Locate the review you want to feature. You can use the search function to speed up the search. Once you find the review you want to feature, click on the three-dot icon to show all the “More Actions” menu.

Step 3: Click on the “Feature” button.

Step 4: Wait for a few seconds and a badge will appear to let you know the review has been featured successfully.

Verified reviews are only reviews that were left post-purchase from the review request email or SMS that we sent through Opinew to your customers, and that is linked to an order.

Due to Shopify limitations, verified reviews (coming from email or SMS requests) will be automically published. To ensure you don’t miss them, we recommend setting up your email under “review notification email” so you can receive an email everytime you receive a review.
Another option is to use our Gorgias or Zendesk integrations to create a ticket once a negative review is left, and let your support team handle it.

How Do We Confirm Reviewer’s Identity

Although we can identify the email of your customer and link the review request email or SMS to an order placed in your store, we will still require them to confirm their identity via email. Your customer will automatically receive an email after leaving their review.

Action Available for Verified Reviews

A verified review will automatically get posted unless:

• it contains profanity,
• or if the rating is 2 stars or lower.

In that case, we will hide the review indefinitely to let you handle the negative review with your support team.

Unverified Reviews

Unverified reviews are reviews that were left on your product page widget using the “write review” button, using a manual review link, or any reviews imported from other platforms.

Use Cases

We treat reviews as “unverified” when Opinew cannot retrieve your customer’s information. There are 3 use cases where that happens:

• Reviews left on your product review widget: Since anyone can browse your Shopify store’s product pages, they can also leave reviews without having bought your products, so any reviews left on a widget will be considered unverified.
• Using a manual review link: If you happen to use Opinew’s manual review links to request reviews from your customers through social media or direct messages, any reviews left will be considered “unverified” until you or the reviewer confirms their email and identity.
• Imported reviews: Even though some of the imported reviews will show a “verified” badge since they had that badge on the original site (Amazon, AliExpress or eBay), all of them will be considered “unverified” reviews.

How Do We Confirm Reviewer’s Identity

Any unverified reviewer will receive an email to confirm their identity and email. You will need to configure in the settings whether you want the review as soon as they confirm their identity, or if you prefer to manually review it before it gets published.

Actions Available for Unverified Reviews

To ensure your Shopify store is safe from unwanted spammers and bad actors and to ensure the integrity of your reviews, we let you take action on unverified reviews.

Unpublish reviews

Unverified reviews can be unpublished quickly via a button on the review card in the manage reviews panel.

Set all unverified reviews as unpublished by default

In Account > General, scroll down to “Unverified Review Publishing“.

You will have 2 different options:

• Customer: this will publish the review on your widgets if the customer confirms their email after submitting their review. You will still be able to unpublish them.
• Shop Owner: this option will let you manually confirm every new unverified review left before it gets published.