Question 1

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 2

Auto-Tagging

Accepted Answer

Auto-Tagging detects selected keywords in 1st and 3rd-party review content and automatically applies a custom tag. Tags can be used to filter data in Customer Activity and create a Tag Widget.

Auto-tagging can also be used to apply tags to existing 1st and 3rd-party reviews in your account. Tagging past reviews can take up to 24 hours to complete based on volume.

Add new tag

To create or add a new tag for Auto-Tagging follow these steps:

Log into your Customer Feedback Centre account.

Go to Settings > Auto-Tagging.

Click Add New Tag.

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Enter a tag name and click Next.

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Add keywords (or phrases). Keywords are used to identify which reviews will be tagged. When the system detects a keyword(s) in review content, the new review will be tagged with the Tag Name. Click Next.

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If you wish to apply this tag to existing reviews in your account click the toggle to ON. If not, leave the toggle to OFF. Click Save Tag.

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Your custom tag has been created and Auto-Tagging is set to ON by default.

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When a new 1st or 3rd-party review that contains a selected keyword is received, it will automatically be tagged.

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Add keyword to an existing tag

To add a keyword to an existing tag follow these steps:

Log in to your Customer Feedback Centre account.

Go to Settings > Auto-Tagging.

Click Manage > Edit Keywords.

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In the modal, click + Add Keyword. Type a keyword (or phrase) into the text area. Use a comma "," to add multiple keywords. Click Save and Save Changes.

Keywords added to an existing Tag may take up to 48 hours to apply.

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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 5

Social Sharing - Download Social Sharing Images

Accepted Answer

Social Sharing feature allows you to create visually engaging social media content in just a few clicks for Facebook, Twitter, Google Posts, and Instagram. Easily turn any of your existing great reviews into an eye-catching marketing element.

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

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Example of Social Sharing for a Gas Training Course Centre, turning reviews into images.

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. You can download the graphic to share on all platforms including, website, newsletter, emails, etc...

Download Social Sharing Images to use in other platforms, ie your website, newsletters, email, etc

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 Design Theme

Once a Design Theme has been chosen, click Download Graphic

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NB: This image has been downloaded to your device.

Using Visual Reviews On Your Website

Getting a website visitor and prospect from interest to conversion is the goal of your site. Using elements to form trust greatly impacts that journey for the customer and visual reviews added to a page can do just that.

Gas Training & Assessment have dedicated pages on their website for their services like gas courses and renewable energy courses. They have used a 5-star Google review regarding their IGQ New Entrants Course to bolster the page with a visual, star rating, and customer content. This is a great example of a trust element aiding the content of the page.

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Picking the right review like our example can answer questions or address concerns a prospect might have.

NB: If you work with a web designer then just forward the image(s) to them and let them know where you wish them to appear on the page(s)

Share Your Customer Experiences In Your Email Marketing

Email marketing has long been pound for pound most valuable digital marketing you can do. Keeping your business front and center with your customers and updating them on your current offerings at such a low cost is incredibly valuable. Especially now.

Using your Social Sharing images from Customer Feedback Centre in your email marketing is a great way to bring trust and excitement to your emails. Sharing with your customers and potential customers the stories and opinions from other customers is a great strategy.

In our example below Evelyn’s Wine Bar shares a visual review that customers love their food and wine as they encourage others to order from them.

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The options are many and most businesses are always looking for eye-catching visuals to convey their message. Having that message be from your customer is very powerful.

Social media posts often have a very short shelf-life of just minutes, hours, or days at most. Displaying your reviews as we have outlined can garner attention for a long period of time.

Create and Share Social Image
Social Sharing Settings

Question 6

Social Sharing Settings

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.

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

Social Sharing Settings

Manage account authorisations and the brand image for 1st-party feedback via Social Sharing settings.

Go to Publish > Social Sharing or click the Settings button in Social Sharing to access settings.

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Question 7

Request Repeat Customer Feedback

Accepted Answer

To request repeat customer feedback from a customer select one of the following methods:

Manually Send New Feedback Request for Repeat Customer Feedback

Manually send a new feedback request to an existing customer in Customer FeedbackCentre to capture repeat customer feedback. This method can be used at any time, even if the repeat customer feedback threshold has not been met.

To manually send a new feedback request to an existing customer follow these steps:

Log in to your Customer Feedback Centre account.

If you have multiple locations, select the location you would like to send a new feedback request for from the Business Dashboard.

In Customer Activity go to the customer you want to request repeat customer feedback from and click the customer's name or select Manage > View Profile.

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PRO TIP:

In Customer Profile click Send new feedback request to send a new feedback request to the customer. A new feedback entry will be created and any activity received will be recorded.

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Add Repeat Customers to Request Repeat Customer Feedback

To add repeat customers to request repeat customer feedback follow these steps:

Log in to your Customer Feedback Centre account.

If a repeat customer does not meet the Repeat Customer Feedback Threshold they will be identified as a Duplicate customer and will not be imported at this time. All other customers and repeat customers will be imported.

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If a repeat customer is imported within the Repeat Customer Feedback Threshold they will be identified as a Duplicate Customer and not imported.

A new entry is created for each repeat customer in Customer Activity. If your location is set to send requests Automatically a new feedback request will be sent or you can send a request Manually.

New entries for repeat customers added via customer list import allow requests for repeat customer feedback.

Question 8

Reply to Customer Feedback (1st-party Reviews)

Accepted Answer

Customer Feedback Centre makes it easy to reply to customer feedback.

Respond to feedback from a Customer Profile via Customer Activity

Reply using links in a Customer Feedback Email Notification

You can also choose to respond to feedback:

Publicly (response is displayed in Review Widget)

Respond via Customer Activity

To respond to customer feedback via Customer Activity complete the following steps.

Log in to your Customer Feedback Centre account.

If you have multiple locations, select the location you would like to reply to 1st-party reviews for from the Business Dashboard.

In Customer Activity, click Manage and select Respond for the entry you wish to reply to.

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You are now in the Customer Profile and can choose to Publicly Respond or Privately Respond to the selected content.

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Reply via Customer Feedback Email Notification

Easily reply to customer feedback from the Customer Feedback Email Notification. Click Respond Privately or Respond Publicly to be directed to the customer's profile and complete your reply.

Question 9

Setting up Online Reviews Links

Accepted Answer

Set up Online Review Links to select profiles you wish to monitor and request reviews to.

Log in to your Customer Feedback Centre account.
If you have multiple locations, select the location you wish to edit or add Online Review Links for from the Business Dashboard.
From the menu, go to Settings > Online Review Links to add or edit profiles. Here you can:

Use the drop-down to select sites you wish to monitor or request reviews on. Click Add additional profiles to include.
Ask for reviews on a profile by checking the box for Ask for reviews on this profile URL.
Monitor reviews on a profile by checking the box for Monitor online reviews on this profile URL.
Drag and Drop profiles to arrange the order of sites as they appear in your request.

Question 10

Editing TextBack

Accepted Answer

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.

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Send a message including the selected keyword to activate TextBack. To view your selected keyword, log in to your Customer Feedback Centre account and go to Requests > TextBack for the location you wish to test.

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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.

Social Sharing

Auto-Tagging

Net Promoter Score® (NPS)

Adding Additional Survey Questions

Social Sharing - Download Social Sharing Images

Social Sharing Settings

Request Repeat Customer Feedback

Reply to Customer Feedback (1st-party Reviews)

Setting up Online Reviews Links

Editing TextBack