Question 1

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

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/vBxu45hDCk/resources/Tl5UinSGcR/Smart%20Insights%201.png (Smart Insights 1)

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 2

Competitor Report

Accepted Answer

Competitor Report

Gain a competitive edge with our comprehensive Competitive Report. This powerful tool equips you with the knowledge needed to make informed decisions and outshine the competition. You'll discover what's holding you back and where you're winning in the competitive landscape.

Competitor Report provides a snapshot of the business's online reputation as compared to local competitors. The Google Reviews data used for this comparison includes:

Review volume
Average rating
Review recency, or how many days since the last new review

Generate a Competitor Report

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.

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/vBxu45hDCk/resources/MNkmm2nCDu/Competitor%20Report%201.jpg (Competitor Report 1)

Upon your first visit to the Competitor Report screen you'll see a short description. To generate your report click Enable.

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/vBxu45hDCk/resources/togCmNmiFm/Competitor%20Report%202.jpg (Competitor Report 2)

The Competitor Report features and use

Once a report is generated the report can be downloaded as a PDF. The report will show:

Review Volume

How your business stacks up in terms of review volume can give you clear direction of the next steps that need to be taken. Leading your competitors in review quantity? Continue asking customers for reviews but make sure you take the time to listen and understand their needs. Work on increasing the average rating and keep the reviews coming!

Lagging behind competitors review totals? Consider ways to increase your review requests being sent and optimise for performance. For instance try sending requests with SMS rather than just email. Make sure to ask ALL customers to leave a review. Automate as much of the process as possible by leaning into an integration or use the Client Staff Form to get customers added the platform.

Relative Ratings

Ratings are important conversion opportunities for consumers looking at your business versus competitors. The key is to be in the ballpark. Data shows that a perfect 5.0 star rating isn't believable. And less than 4.0 won't even get you considered. Deliver a great customer experience and your star rating should be in the ideal range of 4.0-4.7 .

Don't forget to respond to negative reviews. By providing a reasonable and customer-focused response can sometimes lead to a customer changing their negative rating to positive.

Relative Recency

Recency is the number of days since your last review. If consumers see others generating new reviews, while your most recent review is from 3 years ago you will lose out on potential business. It's best to consistently ask customers to leave reviews over time and not all at once a couple times per year. Studies show that businesses without a review in the last 3 months are less likely to convert customers.

Edit Competitors

We supply local competitors by default but you can edit the competitors listed in the report. Simply click the Edit button. You can update existing competitors or add New Competitors.

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/vBxu45hDCk/resources/m0Qd2CB80M/Competitor%20Report%203.jpg (Competitor Report 3)

Choose New Competitor if you want to add a competitor to the list. Use the Google search bar to find the competitor you want and then click "Add Competitor."

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/vBxu45hDCk/resources/o6OQbOZVVe/Competitor%20Report%204.jpg (Competitor Report 4)

Click the 3 dots on the right to update or delete a competitor.

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/vBxu45hDCk/resources/SnfTQmVFoU/Competitor%20Report%205.jpg (Competitor Report 5)

We hope you find this report helpful in your online reputation management journey.

To access the QR code:##

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/vBxu45hDCk/resources/UUhDvExhyD/QR%20Code.jpg (QR Code)

Simply Download the QR Code and add where applicable to generate more reviews with a modern tool customers will understand.

Question 4

AutoReply - Automatic review responses

Accepted Answer

AutoReply - Automatic review responses

AutoReply: Effortless Positive Review Responses

Powered by SmartReply, our AI-generated review response tool, AutoReply makes responding to positive 3rd-party reviews a breeze. These automatic positive review responses ensure that every satisfied customer receives a personalized response, enhancing engagement and fostering stronger connections with your client base.

Set up AutoReply

Log in to your Customer Feedback Centre account
Go to Settings > Auto-Replies. For multi-location accounts first choose the location for which you will enable AutoReplies.

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Authorsze Google & Facebook to use AutoReply to automatically send positive review responses on those platforms.

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Next, select which reviews will trigger an AutoReply

Set the Rating Threshold for which reviews will receive an AutoReply

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/vBxu45hDCk/resources/ex1eR9ssZQ/Auto%20Reply%204.jpg (Auto Reply 4)

Finally, review the important AI-related information.

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**Note: **The toggle for Personally Identifiable Information (PII) scrubbing is OFF by default meaning the data is NOT scrubbed for PII by default. Toggle this ON if the business prefers to scrub all PII from the review content before sending to the AI platform.

**Use discretion: **Certain industries, such as healthcare and legal, have strict rules and guidelines when it comes to review responses. If you are unsure about using AI to automatically respond to reviews, we recommend using the SmartReply feature to quickly generate a response but edit the response to fit your industry guidelines.

Question 5

Feedback Settings

Accepted Answer

When first setting up your account, and perhaps later while testing or trying new strategies, it’s recommended users check the settings on the Feedback Settings page. Some basic settings are found here related to the feedback customers will leave your business and the appearance of certain request functionality.

The Feedback Settings provide options at the Business level. To navigate to the Feedback Settings Page

Log in to your Customer Feedback Centre account.

If you have multiple locations, select the location you would like to access the Feedback Settings of from the Business Dashboard.

In the left-side menu, expand the "Settings" options and select "Feedback Settings"

You'll first see from the image below Sending Settings. This is the Sender Email, or who the email review request will come from. This is really the "reply-to" email so choose an email that can accept replies if a customer were to respond to the email review request.

Next is Repeat Customer Feedback settings. This setting is related to how soon a customer could receive a 2nd feedback request. For example, if the toggle is ON the customer could receive additional feedback requests. The days threshold shows the minimum number of days between requests. In the example below the business would not send out more than one request to the same customer within 30 days.

Default Send Method is how the business prefers to send out review requests. They can choose email, SMS or to send both simultaneously.

The business can also choose the Reminder Type for SMS Requests. Businesses can send reminders as emails or as SMS.

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/vBxu45hDCk/resources/KchI5JEpyz/Feedback%20Settings%202.png (Feedback Settings 2)

Each location has the ability to choose their Feedback Rating Type. We offer Net Promoter Score (NPS) which is a 0-10 score. NPS is popular among multi-location brands who want a deeper, more granular look at customer sentiment.

We also offer a 5-star rating scale as a Feedback Rating Type. Stars are popular with service businesses who want a cohesive rating experience with online review sites.

There’s an additional setting for when to show the positive landing page when in Ultimate or Review modes. It will indicate the 0-10 if NPS is chosen, or 1-5 if Stars are chosen.

Question 6

HIPAA Compliance

Accepted Answer

HIPAA Compliance

Is the Customer Feedback Centre HIPAA compliant?

Yes. All communications in the Customer Feedback Centre is protected with 128-bit SSL encryption. We take HIPAA compliant measures to appropriately safeguard PHI (Protected Health Information).

What patient information does the Customer Feedback Centre store?

For a doctor or health professional that uses the Customer Feedback Centre, the only information present in the system for clients is:

First name

Will the Customer Feedback Centre provide a BAA (Business Associate Agreement)?

The Customer Feedback Centre will provide a BAA (Business Associate Agreement) to paying customers upon request. Please email: support@customerfeedbackcentre.co.uk.

Does the Customer Feedback Centre allow patients (customers) to opt-out from using their feedback as review?

Every feedback request form contains a checkbox allowing the customer to opt-in or out.

Does the Customer Feedback Centre allow patients (customers) to unsubscribe?

Yes. Every email communication includes an unsubscribe link.

Does the Customer Feedback Centre transmit data securely?

Yes. All data is transmitted via HTTPS.

Do reviews received show on the Review Widget automatically?

We offer the ability to review all feedback received and approve only selected feedback to be shown on the Review Widget.

Where can I download a blank BAA?

Please click the download link below for the PDF.

Download Blank BAA

Question 7

Customer Feedback Centre and GDPR Compliance

Accepted Answer

Customer Feedback Centre and GDPR Compliance

As of 19 December 2022

Customer Feedback Centre takes data privacy very seriously, and we view the GDPR as an opportunity to enhance our commitment to data protection for the benefit our customers.

In effect from 25 May 2018, Customer Feedback Centre will Process Personal Data in accordance with GDPR requirements.  https://gdpr-info.eu/

1) Does GDPR affect me and my business?

If you have customers in the EU, plan to have customers in the EU - then yes.

2) My Business is not not based in the EU - do I need to be GDPR compliant?

Any business that collects, processes or handles data from the EU will need to comply with the GDPR regardless of whether they are physically located within the EU.

This said, we are not able to provide legal advice and highly recommend that you refer to your legal counsel or an applicable data supervisory authority for full details on whether you will need to comply to the GDPR.

You may find the following two resources helpful.

**1) Whitecase.com GDPR Handbook

2) EDPS.EU

3) If the Customer Feedback Centre is GDPR compliant, does this also mean that my business is GDPR compliant because we are a Customer Feedback Centre client?

All data you collect using Customer Feedback Centre via Kiosk Mode and Unique Feedback URL is GDPR compliant as of 25 May 2018.

However, we cannot confirm that any customer data collected and processed outside of our platform and prior to importing into the Customer Feedback Centre is GDPR compliant.

In other words: If "you" upload a customer list or add a customer manually, we cannot confirm that "you" obtained GDPR compliant customer permission first.

4) What should I do about my legacy contacts?

New and explicit permission will have to be obtained before sending emails or text messages to your legacy contacts using the Customer Feedback Centre "unless" you have record of their consent to receive such communication from you.

Checklist:

#1) Check your workflow, signup and other processes to ensure that all customer information and data is in compliance with the GDPR.

#2) Check your privacy policies, terms of service and other publicly visible pages detailing your service to ensure that you are transparent about collecting, sharing and usage of your customer data.

#3) Your customers have the right to know how their personal data is being processed. Clearly define all processing activities by you and disclose any third parties processing on your behalf.

#4) Check your forms to ensure the above mentioned information is available and provided when collecting new customer information.

5) Where does the Customer Feedback Centre store and process data?

We use EarlyEcho LLC to process and store data within AWS Data Centre in the United States.

By using the Customer Feedback Centre, you agree and acknowledge your data will be processed outside of the EU.

6) Does GDPR apply to UK Businesses?

Until March of 2019, the UK remains an EU member state, so GDPR compliance applies to business based in the UK, or those collecting and processing data from the UK.

7) Does the Customer Feedback Centre offer a Data Processing Agreement?

GDPR law specifies that the Controller (you) is responsible for Data Processing Agreements (DPA) with third party processors you may use.

You, as the controller would need to specify the subject matter, nature and purpose of the processing for "your" customers.

We as processor act only upon a controller’s instruction according to GDPR laws. Please submit your DPA to us via support@customerfeedbackcentre.co.uk.

8) I have further questions about the Customer Feedback Centre and GDPR

We are happy to answer any questions you may have. Please email us at support@customerfeedbackcentre.co.uk

9) Additional GDPR Compliance Information

1) In effect from 25 May 2018, the Customer Feedback Centre will Process Personal Data in accordance with GDPR (General Data Protection Regulation) requirements. https://www.eugdpr.org/

2) Customer Feedback Centre is a “processor” by definition of the GDPR.

Definition: A processor is a natural or legal person or agency that processes data on behalf of a controller. “Processing” is defined very broadly in the Directive to include collection, use, storage, manipulation, disclosure, disposal, and virtually any other action with personal data.

Customer Feedback Centre processes data as delegated by the “controller”.

Definition: A controller is as the natural or legal person or public agency that “alone or jointly with others” determines “the purposes and means of processing” personal data.

The GDPR defines the data controller as the principal party for responsibilities such as collecting consent, managing consent-revoking and enabling right to access. A data subject who wishes to revoke consent for his or her personal data therefore will contact the data controller to initiate the request.

3) Data Protection Impact Assessment. In effect from 25 May 2018, upon Customer’s request, Customer Feedback Centre (processor) shall provide Customer with reasonable cooperation and assistance needed to fulfill Customer’s obligation under the GDPR to carry out a data protection impact assessment related to Customer’s use of the Services, to the extent Customer does not otherwise have access to the relevant information, and to the extent such information is available to Customer Feedback Centre.

4) Customer Feedback Centre shall return Customer Data to Customer and, to the extent allowed by applicable law, delete Customer Data in accordance with the procedures and timeframes specified by the GDPR.

5) Notification of Sub-processors and Objection Right for New Sub-processors. Customer acknowledges and expressly agrees that the Customer Feedback Centre does engage with Sub-processors and that the Customer Feedback Centre may engage in new Sub-processors at any time. All current Sub-processors have expressed their intention to be GDPR compliant by May 25th. List of current Sub-processors: SendGrid for Email delivery, Twilio for SMS delivery, EarlyEcho LLC with AWS DataCenter in the United States, Stripe for card payment processing, EazyCollect for direct debit processing, Salesmate.io for telecommunication, welcome and marketing emails.

6) Customer Feedback Centre maintains security incident management policies and procedures and shall notify Customer without undue delay after becoming aware of the accidental or unlawful destruction, loss, alteration, unauthorised disclosure of, or access to Customer Data, including Personal Data, transmitted, stored or otherwise Processed by Customer Feedback Centre or its Subprocessors of which Customer Feedback Centre becomes aware (a “Customer Data Incident”).

Customer Feedback Centre shall make reasonable endeavours to identify the cause of such Customer Data Incident and take those steps as Customer Feedback Centre deems necessary and reasonable in order to remediate the cause of such a Customer Data Incident to the extent the remediation is within Customer Feedback Centre’s reasonable control. The obligations herein shall not apply to incidents that are caused by Customer or Customer’s Users.

**7) **Information collected by Account Owners and Users. Account owners and Users can store data that may contain Personal information in “Customer Notes”, “JobID”, “ExtraField” and “CustomField”. Customer Feedback Centre has no direct relationship with the individuals whose Personal Data it hosts as part of those entry fields. Each Account owner is responsible for providing notice to its customers and third persons concerning the purpose for which the Personal Data is stored and how this Personal Data is processed.

8) Information collected by Customer Feedback Centre. Customer Feedback Centre collects the name, email address, mailing address, mobile phone number, and credit card information and bank account details upon signup. Customer Feedback Centre uses this information for administrative purposes and billing. Customer Feedback Centre may also use the information to understand and analyse usage and preferences in order to improve the product and functionality. Data is only used in anonymised or aggregated form.

9) In compliance with GDPR Article 37 the Customer Feedback Centre has a designated DPO (Data Protection Officer) available for inquiries from data subjects on issues relating to data protection practices, withdrawal of consent, the right to be forgotten, and related rights. Please contact support@customerfeedbackcentre.co.uk

Question 8

Ways to Add Customers

Accepted Answer

Add a Single Customer
Import Multiple Customers from List
Delete a Customer

Log in to Customer Feedback Centre

Add a Single Customer

Add a single customer to Customer Feedback Centre. After logging in to your account, click + Add Customer in Customer Activity. Required fields include:

First Name
Last Name
Email or Mobile Phone

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/vBxu45hDCk/resources/9LKVTjhdQL/Add%20single%20customer.png (Add single customer.png)

Fields marked with * are required fields

It's our suggestion DO NOT TICK 'send feedback request immediately' unless you know a customer is unhappy, it's best to add customers to the queueing system. If you have an unhappy customer, it is a good rule to send their request out immediately.

Please note:

If you only collate mobile numbers then please leave email address field empty

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PRO TIP:

Do you address your customers as Mr & Mrs Surname?

If you address your Customers as, for example Mr & Mrs Surname, please remember this is NOT how to add them into the Customer Feedback Centre:

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/vBxu45hDCk/resources/sAzpW1HIBy/Adding%20customer%20incorrect%20way.png (Adding customer incorrect way)

This is the correct way of adding Mr & Mrs Surname, please remember the full stop (.) in the Last Name field:

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/vBxu45hDCk/resources/0bZeEx6246/Adding%20customer%20correct%20way2.png (Adding customer correct way2.png)

If you are unsure, here is a short video explaining:

Import Multiple Customers from List for Single Location

To import multiple customers for a single location, import a customer list. To add new customers, import an updated list as needed. Customer Feedback Centre will check for duplicate email addresses on import and only new email addresses will be imported. Required fields include:

First Name
Last Name
Email or Mobile Phone

File format required csv, .xls or .xlsx files)

Click Add Customer

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/vBxu45hDCk/resources/9LKVTjhdQL/Add%20single%20customer.png (Add single customer.png)

Click Import Customer

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Map your spreadsheet headings with the Mapped Fields

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Delete a Customer

Log in to your Customer Feedback Centre account.

If you have multiple locations, choose the location you would like to delete a customer for from the Business Dashboard.

Question 9

User Roles and Permissions

Accepted Answer

User Roles

To view User Roles:

Log in to your Customer Feedback Centre account.

In the upper right corner, go to User Name > User Management. Then, click the User you wish to view, click Edit Profile.

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/vBxu45hDCk/resources/suDrEzg8nY/User%20Roles%202.jpg (User Roles 2)

Go to the User Role you wish to customise and click Actions to expand.

You will see what Role this user currently has.

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/vBxu45hDCk/resources/fngjLUEMGA/User%20Roles%203.jpg (User Roles 3)

To change a User's role, just select from the drop down list.

Click Save Profile Changes

PLEASE NOTE:

To decide which roles is best for your users, see below:

Manager

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/vBxu45hDCk/resources/v07grNZH2k/User%20Roles%20Manager%204%20v2.jpg (User Roles Manager 4 v2)

Team

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Contributor

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/vBxu45hDCk/resources/pVKNjcyyyX/User%20Roles%20Contributor%206.jpg (User Roles Contributor 6)

Read Only

Question 10

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

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/vBxu45hDCk/resources/JSIZRNQKiw/Import%20a%20customer%20list%20for%20single%20locations.png (Import a customer list for single locations.png)

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.