Question 1

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 2

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 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

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:

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Click Generate Your Insights

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/vBxu45hDCk/resources/F9Q1luyIZh/Smart%20Insights%201%28a%29.png (Smart Insights 1(a))

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.

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/vBxu45hDCk/resources/5crMWddVGw/Smart%20Insights%201%28b%29.png (Smart Insights 1(b))

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.

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/vBxu45hDCk/resources/xvu95BADKy/Smart%20Insights%202.png (Smart Insights 2)

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 5

TextBack (Customer-Activated Reviews via Text)

Accepted Answer

TextBack gives customers the ability to enter a business's feedback request process using their mobile phone. By sending a keyword text to the business's SMS number, the customer triggers an auto-reply message from the business. The auto-reply includes a link to the business's selected Request Mode the customer clicks in order to complete the feedback request.

Who can use TextBack?
Activate TextBack
Edit TextBack Settings
Test TextBack

Who can use TextBack?

TextBack requires SMS credits (1 credit per keyword text) and is available for locations on the Pro plan or higher.

Local TextBack numbers are currently supported in:

US
Canada
UK
Poland

In all other countries, US-based TextBack numbers will be provided.

Messaging rates and data charges from a customer's carrier will apply.

Activate TextBack

Log in to your Customer Feedback Centre account.

If you have multiple locations, select the location you would like to activate TextBack for from the Business Dashboard.

From the menu go to Requests > TextBack.

Click the Activate TextBack toggle to ON to activate TextBack.

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Select your country >

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Select your area code >

Please note: your area code may not be listed at present within the list, please choose a code nearest to your area code

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Edit TextBack Settings

To edit TextBack Settings, follow these steps:

Log in to your Customer Feedback Centre account.

If you have multiple locations, select the location you would like to edit TextBack settings for from the Business Dashboard.

If you have SMS Requests enabled, your TextBack number will be set to the same number as SMS Requests. If you edit the TextBack number, you will also change the SMS sender number for this location.

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The default keyword to activate TextBack is "feedback". Click + Add keyword to add a keyword. If you wish to remove a keyword, uncheck the box.

Keywords can be texted as a single word or as part of a phrase or sentence to activate TextBack. If multiple keywords are checked, any one of the keywords will trigger TextBack.

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Edit the auto-reply message including up to 126 characters.

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The link (Feedback URL) is automatically formatted and included in the auto-reply.

Review the selected settings via the sample image on the right and click SAVE Settings at the bottom of the page when complete.

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TextBack is complete and ready for customer use.

Test TextBack

To test TextBack, follow these steps:

From a mobile phone, create a new message.

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/vBxu45hDCk/resources/VAefHSoO3Y/Text%20Back8%28c%29.png (Text Back8(c).png)

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Once you receive the auto-reply, click the link to go to the Feedback Landing Page. To edit the Feedback Landing Page log in to your Customer Feedback Centre account and go to Settings > Request Modes.

Question 6

Instagram Authorisation

Accepted Answer

Before you begin...

Users

To post to your Instagram account directly from Customer Feedback Centre, you will need to authorise the account first. Because Instagram Authorisation is at the user level, each user that wishes to post directly to Instagram will need to complete this step. The Instagram account on which you would like to post must be connected to the Facebook account that is authorised in Customer Feedback Centre.

To complete Instagram Authorisation for Customer Feedback Centre, follow these steps:

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Click Connect on the line for Instagram.

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You will arrive at the Authorisation Settings page. Click “Log in with Facebook”. Log in or verify your identity to continue.

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

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

When the Facebook Authorisation set-up wizard has been completed, you will be returned to Customer Feedback Centre to view a summary. Review and click Done.

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If you have added a location to your account and wish to complete Facebook Authorisation for the new location, repeat the process.

Question 7

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 8

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 9

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 10

Negative Feedback – What should I do?

Accepted Answer

Question:

"I have been been proactively asking customers for feedback after they buy from me or visit. I have lots of happy customers but I just received negative feedback. What should I do now?"

Answer:

Consider this: if you hadn’t asked, you never would have known there was an issue. Now you actually have a chance to talk with this customer and make it right.

This customer may have never come back again, or even worse, may have left you a negative online review on Google or Facebook.

But now, you have a chance to make it right and keep your customer.

In our experience, over 90% of negative feedback results from a simple misunderstanding that can easily be fixed. Customers want to be listened to. They want to know you care and are willing to help them.

So here’s what you should do:

Contact your customer immediately. By phone and email if you can. The system has already asked them “what you could have done” to make things better. Read their comments and connect with them.
Address the issue for the customer if it makes sense. Most of the time just talking it through with the customer will resolve the issue. In some cases, you may want to offer a “token” of appreciation to your customer, like a free starter or meal, some equivalent discount to make them feel special.
Confirm with your customer that everything has been addressed to their satisfaction.

Walking through these steps will usually help you save this customer. And in many cases we’ve seen these customers become some of your most vocal promoters!

Support Centre

Most popular

Facebook Authorisation

SMS Requests

Add the Tag Widget to a WordPress Site

Smart Insights

TextBack (Customer-Activated Reviews via Text)

Instagram Authorisation

Conversion Pop-up

Adding the Review Badge to a WordPress Site

Set the threshold for Negative and Positive Feedback

Negative Feedback – What should I do?