Introducing TextBack – The Industry’s First Inbound SMS Review Channel

Put the customer in control with our latest Reputation Builder feature – TextBack, an inbound SMS channel that gives your customers instant review access right from their phone. It’s simple, quick, and gives customers the chance to connect in-the-moment with your business, sharing their experience in real-time. This feature is available to all Pro Plans and up.

User-Activated Reviews & Feedback Via Text

While the Reputation Builder has provided outbound SMS messages to request reviews from known customers who have provided their phone numbers as part of their customer profiles, TextBack is very different. TextBack is an invitation to customers to initiate the feedback process and share their experience via text from their phone.

We live in a world where communicating via text has become the norm. A recent study by ZipWhip found that 71% of 30 to 44-year-olds and 65% of 18 to 29-year-olds, said they would text a business more frequently if the opportunity was available.

TextBack offers your customers real-time entry into the review process via their mobile device by simply providing a “keyword” and phone number.

A customer sees the invitation in-store (receipt, poster, table card at checkout, flyer, signage) and takes action by sending a “keyword” text (default – “feedback” – but it can be customized) to your designated TextBack number. Then, Reputation Builder auto-replies with a text message giving your customer easy access to the feedback and review process.

This feature will help you capture your Net Promoter Score (NPS), get answers to your survey questions, and grow your testimonials (1st-party reviews) and online reviews (on 3rd-party sites like Google, Facebook, Houzz, and more).

Why Text Is A Successful Way To Get Customer Feedback & Reviews

The average person checks their phone every 12 minutes, and puts about 4+hours of screen time in daily. Through connecting via TextBack you can increase engagement in your feedback and review request process.

Make Your Feedback Process Whole With TextBack

Where other solutions fail, TextBack succeeds. No email? No phone number? No problem. TextBack works around these barriers, and provides a way for your business to connect with new or “unknown” customers. It creates an opportunity at any stage to connect with your customers. Here are just some of the ways you can display your TextBack number and invite your customers to share their experience.


  • The waiting area
  • Table Tents
  • At the register or checkout
  • Stickers
  • Window decals


  • Paper receipts
  • Email confirmations and receipts


  • Coupons
  • Inserts
  • Post cards/promotions
  • Programs

Marketing & Business Materials

  • Business cards
  • Product brochures
  • Email Signatures
  • Appointment reminders or follow ups

Want More Customer Information? Use TextBack to Capture Customer Emails & Mobile Numbers

If you’re in an industry where it’s challenging to build your customer list then TextBack is the perfect sidekick to help develop your list and enable future communication. Get creative and display your TextBack number across different channels and effortlessly capture customer information.

Start Using TextBack

Incorporating the TextBack feature is easy. If you already have a Pro Plan or higher login to your Reputation Builder account and activate the feature following these instructions. If you’re subscribed to our Basic Plan but want this feature, simply upgrade your subscription to any pro plan and unlock this and many more features.


Jessie Low

Jessie wears many hats here at Whitespark. From curating the monthly newsletter to managing marketing initiatives, and everything in between. She is the go-to helper for all things Whitespark.

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