How to ask customers for video testimonials (with message templates)
When to ask, what to say and which questions get a natural answer. Plus copy-and-paste testimonial request messages for WhatsApp, text and email.
The SayCandid team5 min read
Key takeaways
- Ask the moment your customer has felt the result, for example right after they thank you. Never in the middle of a problem.
- Make it personal, say how short it is ("30 seconds"), and send one link that opens the camera on their phone. No app, no account.
- Give two or three open questions instead of "say something about us". You want a story, not a slogan.
- Send one reminder, maybe two. Thank everyone the same way, and get written permission before you share a video.
In this article
To ask a customer for a video testimonial, send a short, personal message right after they've felt the result, say it takes about 30 seconds, and include one link that opens the camera on their phone. Then give them two or three easy questions, send one gentle reminder, and say thank you.
Most happy customers are glad to say something nice about you. They just don't think of it, and if they do, filming a video sounds like work. The trick is to make the ask at the right moment, keep it short and make recording as easy as sending a voice note.
This guide covers when to ask, what to write, which questions to give people and how to make sure the videos actually come back.
Why a video testimonial beats a written one
A written review is easy to skim past. A video shows a real person, in their own words, with their own face and voice. Visitors can see the excitement, the accent, the kitchen they renovated or the haircut they love. That's hard to fake, and people know it.
Short videos also work everywhere: on your homepage, on a product page, in a social post or in an ad. One good 30-second clip can say more than a dozen star ratings.
When to ask
Timing matters more than wording. Ask when the customer has just felt the result, not weeks later when the feeling has faded.
- Right after a win. The keys to a new flat are handed over, the wedding photos arrive, the car comes back spotless.
- When they praise you first. A thank-you message, a kind comment or a 5-star rating is the perfect opening. Reply with a thank-you and the ask.
- After a repeat visit. Regulars already like you. They're often the most natural on camera.
- Not in the middle of a problem. If something went wrong, fix it first. Ask later, once they're happy again.
How to ask (and keep it easy)
Three things make people say yes.
- Make it personal. Use their name and mention what you did for them. A message that clearly isn't copied to 500 people gets far more answers.
- Say how short it is. "30 seconds" or "a minute at most" takes away the fear of a big production.
- Remove every step you can. No app to download, no account to make, no file to email back. The ideal is one link that opens the camera on their phone.
It also helps to tell them they can re-record as often as they like, and that you'll check it before anything goes online. People relax when they know a bad take won't end up on your website.
Message templates you can copy
Change the words in [brackets] and send. Short beats clever.
WhatsApp or text, right after the job
Hi [Name], thanks again for choosing us for [the job]! Would you record a quick 30-second video about how it went? It helps other people decide. Just open this link on your phone, no app needed: [link]When they've just thanked you
That means a lot, [Name], thank you! Would you be happy to say that on a short video? 30 seconds is plenty, and you can redo it as often as you like: [link]Subject: A quick favour, [Name]?
Hi [Name],
It was great working with you on [the job]. If you were happy with it, would you record a short video (30–60 seconds) about your experience?
It works right in your phone's browser, no app or account. You can watch it back and re-record before you send it, and we'll check it before anything is shared.
Record your video: [link]
Thanks so much,
[Your name]A friendly reminder, a few days later
Hi [Name], just a gentle nudge in case the link got buried: [link]. No pressure at all, and thanks either way!Questions that get natural answers
Most people freeze when they're told to "say something about us". Give them two or three easy questions instead. They'll answer like they're talking to a friend.
- What were you looking for when you found us?
- What was it like working with us?
- What's the best part of the result?
- Who would you recommend us to, and why?
Avoid yes/no questions ("Were you happy?") and questions that sound like a sales script ("Why are we the best?"). You want a story, not a slogan.
Recording tips to share with them
You don't need perfect lighting or a quiet studio. A few small things help a lot:
- Face a window, so the light is on their face.
- Hold the phone at eye level, upright is fine.
- Find a quiet corner and speak a little louder than usual.
- Be themselves. Real beats polished every time.
Say thank you (and offer a small gift)
Recording a video is a favour. A thank-you message is the least you can do, and a small gift makes it feel fair: a discount on the next visit, a free coffee, a voucher. Mention it in the ask if you like, but keep it a thank-you, not a payment for a positive review.
Get permission before you share
Before you put a customer's video on your website or in an ad, make sure they've agreed to it, in writing. A simple checkbox when they send the video is enough, as long as it says where you'll use it. Keep a record of when they agreed, and take the video down if they ask you to.
Put the videos to work
A testimonial nobody sees doesn't help anyone. Once the videos arrive:
- Put your best two or three on your homepage, near the top.
- Add relevant ones to the pages people visit before they buy: services, pricing, booking.
- Add captions. Many people watch with the sound off.
- Pull out a one-line quote from each video for social posts and ads.
The easy way: one link with SayCandid
SayCandid was built for exactly this. The link works like a video testimonial form: your customer records, watches it back, gives a star rating, types their name and ticks the consent box. No app, no account.
- Make a link with your questions on it. Press New request; good questions are already filled in and you can change them. See How do I change the questions?
- Send it by WhatsApp, text or email, using the ready message or your own. See How do I send the link to my customer?
- Approve the videos you like. Every video waits for you under To review. You can trim it, add captions and pull out a quote.
- Put them on your website. Add them to your widget, paste its code on your site once, and every video you add after that shows up there by itself. See How do I put videos on my website?
You can also set a thank-you gift your customer gets the moment they send. See How do I give a thank-you gift?
Questions people ask
- What should I write when I ask for a video testimonial?
- Use their name, mention what you did for them, say it takes about 30 seconds and add one link they can record from on their phone. The templates in this guide are ready to copy.
- How often should I remind a customer?
- Once, maybe twice, a few days apart. After that, let it go. On SayCandid Pro, email invites remind people who haven't recorded yet after 3 and 7 days.
- Can I offer a gift for a video testimonial?
- Yes, as a thank-you, not as payment for a positive review. Give it to everyone who sends a video, whatever they say. On SayCandid, everyone who sends a video gets the gift you set, however many stars they give.
- Do I need permission to use a customer's video?
- Yes, in writing, and it should say where you'll use it. On SayCandid every customer ticks a consent box before sending, and you can see when they agreed under Consent and file next to each video.