The customer asks for a change
Handle Customer Requests to Edit Testimonials
"Could you update my quote? I have a new job title." "That was before we rolled out to the whole team, can I say more?" "I misspoke in the video." A customer asking to change what they said is good news: they still want to be on your site. Answer five questions to see how to handle this request, then follow the swap steps so the old version leaves every page it was on.
- Sorts small fixes from full rewrites
- Keeps the customer’s own words on record
- Swaps the new version in everywhere
The problem, solved
Why a simple change request gets messy
They emailed us the new wording
The revised text now lives in an inbox, and whoever pastes it in becomes the author of record.
With StoryProof: Send them the collection link and ask them to submit the new version themselves. It arrives as their own testimonial, by video, audio or text.
Now we have two versions
The old and new testimonials sit side by side and someone picks the wrong one next quarter.
With StoryProof: Tag the old one as replaced and the new one as current. Tags are on every plan, so the library says which is which.
The old quote is in four widgets
Updating the homepage and missing the pricing page leaves the customer reading words they asked you to change.
With StoryProof: You choose which approved testimonials each widget shows, so swap the old for the new in every widget selection.
The new version needs checking too
An expanded testimonial may add a claim, a figure or a colleague’s name that needs a second look.
With StoryProof: The revised submission goes into the approval queue like any other and nothing appears until you approve it.
They never hear that it changed
The customer has to check your site themselves to see whether you did what they asked.
With StoryProof: From Pro, the customer can get a thank-you email with a link two hours after the new version is approved.
Flip the switch to see how StoryProof handles each one.
Decision helper
How should we handle this change request?
Answer for one customer’s message.
Answers stay in your browser. Nothing is saved or sent.
A reply that sets up the swap
Illustrative sample reply, not from a real customer
Hi {first name}, thanks for letting us know. We would love the updated version.
The simplest way is to add it here in your own words: {collection link}. Video, audio or a few written lines all work.
Once it is in, we will replace the old one everywhere it appears and let you know.
In StoryProof
Swap the old version for the new one
- You will need
- The customer’s message
- A list of widgets and assets that use the current testimonial
- 1
Send the collection link
For anything beyond a title or typo, ask the customer to submit the new version themselves.
- 2
Approve the new version
Read it as you would any new testimonial. Check new claims before approving.
- 3
Replace it in every widget
Open each widget that showed the old one, take it out and add the new one.
- 4
Tag both versions
Mark the old one as replaced with the date, so nobody selects it again.
- 5
Tell the customer
Send a short note with a link, or let the thank-you automation do it on a plan with automations.
What happens next: Update copies outside StoryProof too: social images, sales decks and emails that quote the old words.
Before you start
Honest limits
No in-app text editing is claimed here
This page does not rely on changing a stored testimonial inside StoryProof. The customer’s own fresh submission is the cleaner record anyway.
Old copies outside StoryProof
Screenshots, printed material and posts already shared keep the old words. Tell the customer what you can and cannot update.
You decide, not the helper
If the customer’s change makes a claim you cannot support, you may choose not to publish the new version. Explain why kindly.
Two widgets, two checks
After swapping, open every page that embeds those widgets and confirm the new version shows.
FAQ
Questions people ask
Short answers to what usually comes up next.
Should we just edit the text ourselves?
For a typo with the customer’s written OK, many teams do. For anything that changes what is said, ask them to submit it again so the words are unmistakably theirs.
What if they want to add a number or result?
Welcome it, then check you can stand behind the figure before approving. A specific result needs to be true and typical enough not to mislead.
Can we keep showing the old version while we wait?
Only if the change is cosmetic. If they asked because something is wrong or out of date, take the old one out of widgets until the new one is approved.
What if they never send the new version?
Send one reminder. If nothing comes, decide whether the old version is still accurate. If it is not, take it down.
Still have a question? Ask the StoryProof team or book a demo.
Let customers update their own words
One link takes the revised version, approval checks it and every widget can show the new one.
Last updated 2026-11-07.