Question 1

SMS Requests

Accepted Answer

Login to your Customer Feedback Centre

Send a feedback request to your customer via text message using SMS Requests. The text includes a link to your selected Request Mode that the customer can click to complete the feedback process.

SMS Request

A Reminder Email can be sent to customers who receive an SMS Request but do not reply.

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SMS Request (Short Message Service)

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Example of an SMS Request including a link to complete the feedback request.

SMS requests are text only

PRO TIP:

Question 2

Facebook Authorisation

Accepted Answer

To reply to Facebook Recommendations via Customer Feedback Centre you must complete Facebook Authorisation.

Complete Facebook Authorisation for Customer Feedback Centre

Before you begin...

Users

You must have an Admin Page Role of the Facebook business page you wish to monitor. If you are unsure what role you have, go to your Facebook account and select the business page. Then click Settings at the top of the page and select Page Roles from the left hand column. If you do not have an Admin Page Role, someone who is a page Admin will have to update your role as Facebook instructs in How do I manage roles for my page?

Log in to your Customer Feedback Centre account.
If you have multiple locations, select your chosen location from the Business Dashboard.
Go to Account Owner > Authorisation Settings.

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You must have an Admin page role in Facebook for the business page you wish to authorise. Click Log in With Facebook.

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Complete the set-up wizard. Log in or verify your identity to continue.

Select the page(s) you want to use with Customer Feedback Centre. Click Next.

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Review the permissions granted to Customer Feedback Centre. Click Done.

You have now linked Customer Feedback Centre to Facebook to successfully complete Facebook Authorisation. Click OK.

If someone else has the authorisations, then they can do this on your behalf by becoming a user inside your dashboard.

Just send us the following information so we can add them for you:

First Name
Last Name
Email address

Question 3

Add the Tag Widget to a WordPress Site

Accepted Answer

If you have completed setting up the Review Widget and installed the WordPress plugin follow these steps to add the Tag Widget to your WordPress website.

Log in to your Customer Feedback Centre account.

If you have multiple locations, select the location you would like to access the Tag Widget embed code for from the Business Dashboard.

From the menu go to Publish > Tag Widget and click Get Embed Code to copy the embed code.

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Login to your WordPress site and go to Settings > Customer Feedback Centre Widget.

Enter a title or name for your widget and paste the embed code into Step 1 - Obtaining a new or additional Embed Code. Click Click to Save Review Code >>.

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You will have created a shortcode shown under My Existing Customer Feedback Centre Embed Shortcodes: to use to place the Tag Widget on a page of your WordPress website. Using your cursor, select and copy the shortcode.

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Go to the page of your WordPress site you want to add the Tag Widget to and paste the shortcode into a paragraph or other appropriate module. Preview and publish the page. The Tag Widget has been successfully added to your web page.

PRO TIP:

Question 4

Add the Review Badge Using Embed Code

Accepted Answer

If you have completed setting up the Review Widget and your website builder accepts embed code, follow these instructions to add the Review Badge to your website:

Log in to your Customer Feedback Centre account.

If you have multiple locations, select the location you would like to access the Review Badge embed code for from the Business Dashboard.

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Copy the embed code to be placed on your website page.

Log in to your website builder and navigate to the page you wish to add the Review Badge to. Paste the embed code into the html view of your page or other appropriate module. Preview and publish your page. The Review Badge has been successfully added to your web page.

> PRO TIP:

Once you’ve added the embed code for the Review Badge to your web page, any changes you make to the Review Badge in Customer Feedback Centre (and publish) are automatically updated on your web page. You do not need to update or replace the embed code.

Question 5

Adding the Review Badge to a WordPress Site

Accepted Answer

If you have completed setting up the Review Widget and installed the WordPress plugin follow these steps to add the Review Badge to your WordPress website.

Log in to your Customer Feedback Centre account.

If you have multiple locations, select the location you would like to access the Review Badge embed code for from the Business Dashboard.

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Login to your WordPress site and go to Plugins > Testimonial Widget.

Enter a title or name for your widget and paste the embed code into Step 1 - Obtaining a new or additional Embed Code. Click to Save Review Code >>.

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You will have created a shortcode shown under My Existing Embed Shortodes: to use to place the Review Badge on a page of your WordPress website. Using your cursor, select and copy the shortcode.

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Go to the section/s of your WordPress site you want to add the Review Badge to and paste the shortcode into that section or other appropriate module. Preview and publish the page. The Review Badge has been successfully added to your web page.

PRO TIP:

Question 6

Import Customer List for a Single Location

Accepted Answer

To import a customer list for a single location follow these steps.

Log in to your Customer Feedback Centre account.

If you have multiple locations, select the location you would like to upload a customer list for from the Business Dashboard.

From the menu go to Requests > Import Customers.

In Import Customer List click Choose File to select your file and click Open. File must be .xls, .xlsx, or .csv file format, 3MB or less, and required fields include:

First name

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When opened, the system will work to map columns found in your file to available fields in Customer Feedback Centre including:

Nothing (skip)

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Review the Belongs to: for each column found and adjust as needed. When completed, click Finish Adding Subscribers or cancel the import.

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Once your list has been uploaded and assigned, click Finish Adding Subscribers. Review the Importing Customers - Result and make note of any issues.

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Imported Customers - Customers successfully added via the upload.

Duplicate Customers - Customers not imported because they already exist in the platform and/or have not met the Repeat Customer Feedback threshold.

Invalid Customers - Customers not imported because data was missing or incorrect. Likely data issues include:

Customer Feedback Centre will check for duplicate email addresses in your list – only the first occurrence will be imported.

Repeat customers will be uploaded if the Repeat Customer Feedback threshold has been met.

Click Close to be taken back to Customer Activity. New customers are now added.

Question 7

Set the threshold for Negative and Positive Feedback

Accepted Answer

Setting the threshold for negative and positive feedback controls which landing page customers are served.

Log in to your Customer Feedback Centre account.

If you have multiple locations, select the location you would like to set the threshold for negative and positive feedback for from the Business Dashboard.

From the menu, go to Settings > Feedback Settings. Under Positive Feedback Threshold, choose the lowest number rating that you consider positive feedback. All ratings of that number and higher will receive the positive feedback landing page. All other ratings will receive the negative feedback landing page.

Question 8

Conversion Pop-up

Accepted Answer

What is the Conversion Pop-Up?

Our Conversion Pop-Up is an eye-catching rotation of your best and most recent online reviews. Designed for both desktop and mobile web experiences you can start marketing your reputation the moment customers arrive on your website to drive more visitors to take action.

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The Conversion Pop-Up is seen in the lower left corner of page and rotates through recent reviews.

The small popup window rotates through your last 30 reviews (both 1st- and 3rd-party) and requires a minimum of 3 valid reviews to display.

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The Conversion Pop-Up neatly displays on mobile for social proof across all devices. Although there is an option to swtich off the Conversion Pop-Up on a mobile from within the Customer Feedback Centre dashboard.

Why should I use the Conversion Pop-Up?

The Conversion Pop-up is designed to add social proof to your website to help strengthen the trust of a visitor. Unlike the Review Widget, the pop-up does not have review schema or any other SEO or ranking benefits. Its job is to be a visual magnet that allows you to market your happy customers to your next customer.

How do I set up or edit the Conversion Pop-Up?

To set-up the Conversion Pop-up follow these steps:

Log in to your Customer Feedback Centre account.

If you have multiple locations, select the location you would like to set-up the Conversion Pop-up for from the Business Dashboard.

From the menu go to Publish > Conversion Pop-Up.

Edit the following settings as desired:

URLs to display your Conversion Pop-Up on - Type in full or partial URLs where you would like your Conversion Pop-Up to be displayed.
URL match type - Choose whether the Conversion Pop-Up should display on webpages if the URL matches exactly (Exact Match) or partially (Contains).
Click-through URL - The Conversion Pop-up is clickable. Set the URL it will link to here.
Apply tags - If you use Tags you can apply an existing one to the Conversion Pop-up to filter the reviews displayed. This field is optional.
Display 1st-party reviews at or above: - Choose to display 1st-party reviews using the ON/OFF toggle. If set to ON, select the minimum star-rating to display.
Display 3rd-party reviews at or above: - Choose to display 3rd-party reviews using the ON/OFF toggle. If set to ON, select the minimum star-rating to display.
Show on mobile devices: - Choose to display the Conversion Pop-Up on mobile devices using the ON/OFF toggle. If set to ON, select to display the pop-up at the Top or Bottom.

All changes are auto-saved.

How do I install the Conversion Pop-up on my website?

To install the Conversion Pop-up on any website you will need the embed code. First, follow these steps to get the embed code:

Log in to your Customer Feedbak Centre account.

If you have multiple locations, select the location you would like to install the Conversion Pop-up for from the Business Dashboard.

From the menu go to Publish > Conversion Pop-Up.

At the bottom of the page, click Get Embed Code.

Click Copy Embed Code.

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Next, select one of the following for steps to install the Conversion Pop-up:

Install using HTML

To install the Conversion Pop-up on a website using HTML paste the embed code into your website code in a site-wide element like the header or footer.

When installed correctly, changes to the Conversion Pop-up made in Customer Feedback Centre automatically update the pop-up on the website. You do not have to touch the code on your website again.

Install on a WordPress site

To add the Conversion Pop-Up to a WordPress site follows these steps:

Log in to WordPress.

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In WordPress Edit Themes click on Theme Footer (footer.php) to open the footer.php file.

In the footer.php file place the Conversion Pop-Up embed code just BEFORE the tag. The tag can be found near the bottom of the file.

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In the footer.php file place the Conversion Pop-up embed code just before the tag.

Click Update File to save the changes.

Question 9

Google Q&A Monitoring

Accepted Answer

Google Q&A was introduced in August 2017. This Google feature allows users and businesses to share questions and answers. These questions and answers appear on a business’s Google Knowledge Panel and Maps page.

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Appearing in both the Google Knowledge Panel for a brand search and the Local Finder for a keyword search in all browsers and in Google Maps for Android ensures the questions and answers are often presented as soon as a potential customer performs a relevant brand search. This is an important communication channel that should not be neglected.

As user-generated content, Google Q&A can impact your online reputation. It is important for any business to be aware and respond to their Google Q&A.

How Does Customer Feedback Centre Leverage Google Q&A?

We offer the ability for businesses to monitor, report and productively engage with the Google Questions & Answers that are appearing on your brand page at Google.

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Here is how Customer Feedback Centre achieves this:

Automatic setup: We will immediately start monitoring your Google Questions & Answers.

Email alerts: Whenever we find a new question or a new answer on any of your locations we will alert you via an email so that you can stay in front of them. We even notify you if the questions you reported to Google have been removed.

Google Question and Answer Dashboard: We will provide the ability to see all of your locations’ question and answers in one place, simply, quickly and easily. You will be able to filter in numerous ways, to just focus on the particular locations or questions of concern.

Multi-location workflow: Staying on top of Questions & Answers is easy with our optimised workflow that allows you to quickly and easily respond to legitimate questions, report those that violate Google’s TOS and indicate to others in your work group that the job has been accomplished.

How can the Google Q&A Report benefit me?

Google Q&A can appear directly on the front page of a Google brand search for every business with at least one question. If the question has at least one thumbs up (an up-vote) then the question can show directly in search. The question with the most up-votes is the one that will show. This can directly enhance your business's reputation with crowd sourced affirmation.

Having questions on the business's Google Knowledge Panel can ease the customer journey. By answering commonly posed questions the business can help potential customers make an informed and immediate decision.

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Using Google Q&A, the business can clearly define what they do and do not offer. Time is saved for the business owner by reducing the number of unqualified customers making contact. Customers, on the other hand, save time by ensuring the potential business meets their needs.

Customer Feedback Centre's Google Q&A feature delivers a powerful new reporting tool to any sized business.

How Do I Setup the Google Q&A Report in Customer Feedback Centre?

Google Q&A is automatically turned on for every Customer Feedback Centre subscription of Pro Plan. To take advantage of the report the business location must currently be monitoring Google reviews in their Online Review Links settings of Customer Feedback Centre.

If you would like more information on enabling Google review monitoring, see our user-guide: Setting up Online Reviews Links.

How Do I Use the Google Q&A Report?

How to access the report: You access the Google Q&A Report by navigating: Reports --> Q&A Report.

If you are unable to access the report see the above section How Do I Setup the Google Q&A Report in Customer Feedback Centre?

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What business locations appear in report?

Your login to Customer Feedback Centre will determine which locations are displayed within the report.

For example, the Google Q&A Report will display just the business locations assigned to a User. In the case of the Account Owner, the Google Q&A Report will display all of their business locations.

How do I look at Google Q&A results for a specific business location, label or status?

You can filter the Google Q&A report by Location, Label or Status allowing you to view only the data you want. You can also use the Search field to find a business, sentiment, or any keyword.

For example, if you wanted to filter by a specific location you would follow these steps:

In the Filter By section click on the Location button.
Check the box(es) for the locations you wish to view.
Click the Filter button at the bottom of the drop-down menu.

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Managing with the Open/Close/Reported flag: Click on the Status menu to flag an instance as open, closed, or reported. Here is the most common way the flags are used:

Open: used to flag unanswered questions

Closed: used to flag answered questions

Reported: used to flag Q&A instances that have been reported to Google for removal

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How to export your Google Q&A data:

You can download a CSV of your Google Q&A data at anytime by clicking the Download CSV button at the top right of the report.

PLEASE NOTE: Your export file will be affected by any active filters. To export all Google Q&A data be sure to clear all active filters.

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Can Customer Feedback Centre Notify Me When I Receive New Q&A Activity?

Customer Feedback Centre can send an Alert Notification email when new Google Q&A activity is detected for a business. Alert emails can be sent to the Account Owner, Business Owner, Users or any Additional Alert Recipients you’d like.

Question 10

SmartReply

Accepted Answer

Customer Feedback Centre uses the power of AI to help create thoughtful, personalised review responses with SmartReply. Save crafting a unique response every time. Stay in control with the ability to review and edit the response before submitting.

Log in to your Customer Feedback Centre account.

Select the desired location. If you only have one location you will automatically be on the Customer Activity screen.

Go to Customer Activity and find the review for which you’d like to respond.

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Pro tip: Filter reviews by “Not replied to”

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Click the “Manage” button on the right and select “Reply”

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Click the “Smart Reply” button to create the AI-generated response to the given review.

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**NB: **Make sure to read the response. You can edit the response in the text box. Click “Submit” to send the response.

Pro tip: Note: Authorise Google or Facebook in Customer Feedback Centre to respond to Google & Facebook reviews, along with 1st party reviews with SmartReply.

Support Centre

Most popular

SMS Requests

Facebook Authorisation

Add the Tag Widget to a WordPress Site

Add the Review Badge Using Embed Code

Adding the Review Badge to a WordPress Site

Import Customer List for a Single Location

Set the threshold for Negative and Positive Feedback

Conversion Pop-up

Google Q&A Monitoring

SmartReply