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

Smart Insights

Accepted Answer

Smart Insights

Smart Insights was designed to help you take action on the mountains of feedback and review data you’ve worked so hard to grow. Smart Insights uses artificial intelligence (AI) to analyse your customer feedback and draw out insights regarding what is going well and what could be improved.

Here’s how to generate your Smart Insights report:

Log in to your account
If you have multiple locations, then selection your chosen location you wish to generate this report. If you only have one location skip this step.
Under Reports, select Smart Insights

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Click Generate Your Insights

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Next you’ll see the below message. It can take a few minutes for the report to be generated. But don’t worry, you can navigate away and come back to find your insights waiting for you.

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The Smart Insights report generates 5 examples of “Where you’re crushing it” or things you’re doing well and 5 “Areas for improvement.” Read through the insights and take action to make your business even better, or to highlight what customers love.

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You can download this report into a pdf by clicking the down arrow graphic in the top right. You can also regenerate the report for new or different insights.

About Smart Insights

Smart Insights uses artificial intelligence (AI) to analyse your customer feedback and draw out insights regarding what is going well and what could be improved. As it exists today, AI is an immature technology and shouldn’t be viewed as a definitive source of truth, although it should be directionally accurate. It’s important to do your own research, but we hope that Smart Insights can give you a helpful starting point.

Pro Tip:

A report can be regenerated any time using your most recent feedback to keep up to date with your customer insights. To continue to gain your latest insights from your customers we would recommendation regenerating this report on a monthly, quarterly or half yearly basis based on the number of customers you enter into your Customer Feedback Centre dashboard.

Privacy

In order to operate, Smart Insights leverages 3rd party AI tools. Your data is securely encrypted during transmission. In addition, we make every effort to spot potential PII (personally identifiable information) in the review data and remove it prior to transmission. Your data will only be used for Smart Insights when you opt in. If you prefer not to use Smart Insights, your data will never leave our system.

Question 3

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 4

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 5

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 6

Social Sharing

Accepted Answer

Social Sharing makes it easy to turn 1st or 3rd-party review into social media content to post to Facebook, Google Posts, Twitter, and Instagram. Select a review in Customer Activity and use the image generator to create custom graphics to share directly or download.

Create and Share Social Image (see below)
Social Sharing Settings
Download Social Sharing Images to use in other platforms, ie website, newsletters, emails, etc.

Create and Share Social Image

To create and share a social image from an existing 1st or 3rd-party review, follow these steps:

Login to Customer Feedback Centre

In Customer Activity, select a review to use by clicking Manage > Social Post.

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Select a review, go to Manage > Social Post to create an image in Social Sharing

In Social Sharing, use the image generator to create a custom graphic. You can select a design theme, change text size, preview your image in various sizes, and edit the social content.

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You can customise up to 10 design themes for your account. Click customise under the image preview to select a background color, upload a background image, add an image overlay, and select a text color for each theme. Click Save Themes when finished.

When you are satisfied with the design of your image, click Download graphic for each size you wish to download.

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You can also add your logo, or an image linked to your business.

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You can also share directly to Google Posts, Facebook, and Twitter. Instagram posts are currently only available by download only. Be sure to edit the social content that will accompany the image as desired. Then, select the site(s) from Social Channels and click Publish Social Post.

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Here's a video explaining how to Social Share on Facebook:

If a social channel is not available to select, complete or edit Authorisation Settings to enable.

To complete Authorisation Settings, follow these steps:

If you have already authorised Facebook, to edit settings go the User Menu in the upper right corner in Customer Feedback Centre and select Authorisation Settings. Then select Log in With Facebook and Edit Settings to include Publish as Page you manage.

Social Sharing Settings
Download Social Sharing Images to use in other platforms, ie website, newsletters, emails, etc.

Question 7

Adding Additional Survey Questions

Accepted Answer

How do Additional Survey Questions Work?

Login to Customer Feedback Centre

Additional survey questions are optional. By setting them up you can add up to four additional survey questions, in addition to the Net Promoter Score question. Additional survey questions use a 0 - 10 base scale. The questions can be fully customised as can the labels on the rating scale.

Request >>
Request Modes >>
Feedback Landing Page >>

Here is an example of 2 questions:

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When Should I Use Additional Survey Questions?

Simple answer: when you are interested in gathering more specific information than what the Net Promoter Score provides.

A common time to consider adding additional survey questions might be when your business introduces a new product or service. Or perhaps after a change in personnel or process that might have an impact on your customers.

Effectively, anytime you sense there may be a problem and are unsure where the friction points lay is likely a good time for additional survey questions.

Here are a few real-world scenarios we've seen successfully implemented:

A roofing company that replaced a more complex survey tool and primarily uses the system for detailed feedback after a roof has been installed. In this way, they are able to reach out to their customers immediately and gather information about their roof, quality of workmanship and overall appearance.
An Osteopathy Clinic that offers periodic survey questions of existing patients as a value-added service.
Using the Customer Feedback Centre Feedback Locator restaurants are able to collect direct complaints and to capture more details about the problems on a per-location basis.

What Should I Know Before Adding Additional Questions?

Additional survey questions add an additional step (or steps) to the feedback gathering process. Each additional step added to the feedback process reduces the likelihood of receiving a first-party testimonial or third-party review.

When considering if additional survey questions are right for your business, keep in mind that they can be turned on and off as needed. Additional survey questions DO NOT have to be a permanent change to your feedback process.

It should be noted additional survey questions are only available in Ultimate and Direct Request Modes at this time.

How do I Setup Additional Survey Questions?

Additional Survey Questions can be used in the feedback flows of both the Ultimate and Direct Request Modes. It is important to note: the additional questions can ONLY be setup and configured in Ultimate Mode on the Feedback Landing Page template.

STEP ONE: you'll first need to be in the Ultimate Mode templates. To do so, navigate: Requests → Request Modes

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STEP TWO: Be sure Ultimate Mode is the Request Mode selected.

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STEP THREE: On the right half of the screen click the Edit button for the Feedback Landing Page template.

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STEP FOUR: Within the Feedback Landing Page template click the blue Add Survey Question button. A blank survey question template will open.

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STEP FIVE: In the blank survey question template enter the text for the additional survey question in the Question field.

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STEP SIX: Next enter a descriptive label for both the high and low end of the rating scale.

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STEP SEVEN (optional): By entering a label in the Report Keyword field you will be able to more easily recognize your results when viewing answers to your additional survey questions in reports and alerts.

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STEP EIGHT: The survey question template auto-saves. Congratulations on creating an additional survey question! You can create up to four additional survey questions.

STEP NINE: Once you have setup all of your additional survey questions you'll want to test out the new layout of your Feedback Landing Page. Create a test customer in the Customer Dashboard using your email address. Send yourself a feedback request and follow the process through to the Feedback Landing Page.

If your additional survey questions look good your mission is complete! If not, go back to the Feedback Landing Page template (see Step Three) and fix any problems you noted.

Question 8

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 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

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.

Support Centre

Most popular

SMS Requests

Smart Insights

Adding the Review Badge to a WordPress Site

Set the threshold for Negative and Positive Feedback

Facebook Authorisation

Social Sharing

Adding Additional Survey Questions

Import Customer List for a Single Location

Google Q&A Monitoring

Add the Review Badge Using Embed Code