Question 1

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.

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/vBxu45hDCk/resources/72FKBI5edE/Review%20Badge.jpg (Review Badge.jpg)

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 2

How to install the WordPress Plugin

Accepted Answer

Login to the Customer Feedback Centre

Navigate to the black panel on the left hand side, click on Publish; click on Review Widget

Select the Layout you would like: Vertical; Horizontal or Full page

Now please follow the below step by step video on how to install the WordPress Customer Feedback Centre testimonial widget:

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Trouble Installing The Plugin:

If you don't want to use our plugin, or you're having trouble with the code displaying then you could have a conflicit on your website through either the WordPress theme, another plugin, or the hosting environment interfering when the page is loaded. That will need to be investigated by the developer of the website or theme/plugin/hosting support.

So another option that might be worth trying is to add the embed code to the page, without using our plugin to generate a shortcode first. The new editor in WordPress allows for adding modules to a page such as "code" which can accept our embed code. However, once you put the embed code into the Code module, you'll need to take one additional step to change the module to "Preformatted". We're recorded a quick video of this method on our test site:

Question 3

Adding the Review Widget to a Website

Accepted Answer

Add the Review Widget to a Website Using Embed Code

To add the Review Widget to a business website using the embed code follow these steps:

Log in to your Customer Feedback Centre account.

Before you can add the Review Widget to a website using embed code you must complete the following:

Creating a Review Widget

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

Navigate to the black panel on the left hand side, click on Publish > click on Review Widget

Select the Layout you would like: Vertical; Horizontal or Full page

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

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/vBxu45hDCk/resources/0QrtY4uhke/Review%20Widget%20get%20embed%20code.png (Review Widget get embed code.png)

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

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/vBxu45hDCk/resources/Qh0hbypZiy/Review%20Widget%20get%20embed%20code2.jpg (Review Widget get embed code2.jpg)

Log in to your website admin console and navigate to the page you wish to add the Review Widget to.

Paste the embed code into the HTML view of your page or another appropriate module.

Preview and publish your page. The Review Widget has been successfully added to your web page.

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For WordPress site instructions

Question 4

Trouble Installing the WordPress Plugin

Accepted Answer

Trouble Installing The Plugin:

If you don't want to use our plugin, or you're having trouble with the code displaying then you could have a conflicit on your website through either the WordPress theme, another plugin, or the hosting environment interfering when the page is loaded. That will need to be investigated by the developer of the website or theme/plugin/hosting support.

So another option that might be worth trying is to add the embed code to the page, without using our plugin to generate a shortcode first. The new editor in WordPress allows for adding modules to a page such as "code" which can accept our embed code. However, once you put the embed code into the Code module, you'll need to take one additional step to change the module to "Preformatted". We're recorded a quick video of this method on our test site:

PRO TIP:

Question 5

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!

Question 6

Negative Online Review – What should I do?

Accepted Answer

Question:

"I addressed a negative complaint from a feedback form and still received a negative online review. What should I do now?"

Answer:

Call the customer - an email may not be enough or not be read.

After solving the issue that triggered the negative review ask the customer if they are willing to revise their review.

Question 7

Positive Feedback – What should I do?

Accepted Answer

Question:

"I’ve been asking customers for feedback, and it is starting to roll in. Some of the responses are really uplifting - I didn’t even know your customers felt that way! But what should you do when you receive it?"

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/vBxu45hDCk/resources/jujRRymCM3/Reply%20back%20to%20feedback.png (Reply back to feedback.png)

Answer:

One of the great things about proactively asking for and tracking feedback is that it helps you identify your best, happiest customers. Many times, these people are your best advocates - and they are telling their family and friends about you.

The value of these customers is unlimited - not only will they come back to you time and time again with new business, they will also recommend you to others!

By using Customer Feedback Centre an automated customisable "Thank You" email will have already gone out to the customer, but it is a good idea to identify your most loyal customers and make sure they know you appreciate them.

Here are a few suggestions on what you could do for them in addition to having Customer Feedback Centre send out a Thank You email:

1- Send them a hand-written thank you note

2- Send them a discount or a coupon

3- Invite them to a special event

4- Ask them to vote on a favorite charity and make a donation

5- Ask if they would be willing to be profiled

If the customer left you a positive "Online Review" make sure to comment on the review with a personal "Thank you" if the online review platform allows you to do so.