How to collect video testimonials on Shopify

If you’re a brand selling on Shopify, it can be hard to know how to get customers to give you feedback.  

When should you ask them, how should you ask them, what should you ask?! 

Here at UserLoop we’ve helped some of the biggest brands on Shopify collect video testimonials from their customers, so we’ve seen what works and what doesn’t.

In this article we’re going to show you exactly how to get started with collecting video testimonials - you could be up and running in under 10 minutes!

What is the best Shopify App for collecting video testimonials?

1. UserLoop.  
   

This is a great app for all-size brands on Shopify to collect video testimonials from your customers. The app sends an email to your customers at the perfect moment and allows them to capture a selfie video right on their phone. 

What’s more, you can add multiple other questions to your survey - so you’re not just collecting video. 

All responses are automatically linked to your Shopify order and product data - giving you real insight into which customers are responding. Find it on the Shopify App Store.

If you're a SaaS looking to collect testimonials, read this guide to SaaS testimonials. 

1. Reviews.IO
   

If you’re looking for an app with reviews at it’s heart look no further than Reviews.io. 

This platform lets you collect video testimonials from customers and feature it directly within the reviews section of your page. 

You’ll even get a daily email report of all your new video reviews and the system makes it easy to publish your favourite videos to social media.

What question should you ask your customers?

If you want to get your customers to upload a great video testimonial, you need to think very carefully about what question you ask them to answer.

This might depend on what your goal for the video is. Here are some example questions based on common goals.

1. UGC videos to use in advertising
If you want to get great videos to use in your marketing, for example on TikTok or Instagram you could ask your customers a question like… ‘What did you like most about our product?’

2. Product feedback
Video responses give you a great opportunity to get candid customer feedback on how to improve your product. Ask your customers a question like ‘How could we have improved this product?’ or ‘What kind of other products would you like to see from us in the future?’

3. CRO / Customer Experience
Ask customers questions about your site’s shopping experience such as ‘How could we have improved your shopping experience today?’ or ‘Was there anything we could have done to make your shopping experience easier today?’

How to boost your survey response rate

When you’re asking your customers to upload a selfie video answering your questions, it’s important to try and incentivize them as much as possible.

It’s a big ask to get a customer to upload a video of themselves talking about your product, but with a few simple steps, you can get a surprising amount of customers to respond.

We typically see response rates of around 30% for our video customer surveys - which is a huge amount of video content from your customers!

Here’s some tips on how to get as many customer responses as possible.

1. Ask the question at the right time. 

When asking customers to upload video feedback it’s important to make sure you’re asking them to do it at the perfect moment.

For example, if you’re asking your customer to describe the unboxing experience and first impressions of your product, you need to ask them the question on the day their product is delivered.

Shopify Video Survey apps like UserLoop help you do this by automatically triggering requests for customer feedback based on the data in your Shopify account. For example, you could schedule your feedback request email to be sent 1 hour after your item has been marked as delivered.

2. Offer a discount or promotional reward. 

A very powerful way of incentivizing customers to upload UGC video is to offer them a coupon after they’ve completed their upload. We typically see 60% higher response rates in surveys which include a coupon incentive over those which don’t UserLoop can automatically generate unique coupon whenever a user uploads a video.

3. Provide clear instructions.

It’s important to give customers clear instructions on how to record and upload your video, and to include prompts of what you would like them to talk about. Using an app which makes it easy for customers to easily re-record their video, or to upload a video from their camera roll helps ensure the content which gets uploaded is as high quality as possible.


There’s never been a better time to start collecting video feedback from your customers, and by installing an app like UserLoop you could be collecting feedback within minutes.