Question 1

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.

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 3

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 4

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

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/vBxu45hDCk/resources/jgLju3xMfh/User%20Roles%20Team%205%20%28a%29.jpg (User Roles Team 5 (a))

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 5

Five-Star Rating in Request Modes

Accepted Answer

Some people are more familiar with the 5-star rating system than the 0-10 Net Promoter Score. NPS offers a more comprehensive look at customer experience and a larger scale to pinpoint satisfaction. That being said, different businesses may have reasons they prefer the 5-star initial rating within Ultimate or Review Modes. Learn more about request modes here.

This guide will show you how to edit your rating settings between NPS and the 5-star rating.

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/vBxu45hDCk/resources/R5FJ7u6smZ/Five-Star%20Rating%20in%20Request%20Modes%201.jpg (Five-Star Rating in Request Modes 1)

Once you choose Stars and set your threshold, you should see the 5-star scale appear on the request mode’s Review Request screen.

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/vBxu45hDCk/resources/sLVd0Fm3ht/Five-Star%20Rating%20in%20Request%20Modes%202a.jpg (Five-Star Rating in Request Modes 2a)

(Note: The initial rating, NPS or Stars, only appears on Ultimate and Review request modes.

Question 6

User Management

Accepted Answer

Log in to your Customer Feedback Centre account.

User Management allows you to easily manage all users from a single screen and is available from the user menu and can only be accessed by users who are Managers.

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/vBxu45hDCk/resources/CUQkggBqB1/User%20Management%201.jpg (User Management 1)

You can add or delete users and select a user to edit via User Management. Search for a specific user by name or filter users by location and role to quickly access the results you need.

Add User
Delete User
Edit User

Add User

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/vBxu45hDCk/resources/g8XJV5dt8f/User%20Management%202.jpg (User Management 2)

Enter user details including name and email, select a user role , and assign locations. Click Create New User when finish

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/vBxu45hDCk/resources/yb8L8Kt1Ej/User%20Management%203%28a%29.jpg (User Management 3(a))

An account verification email will be sent to the user including an activation link and password.

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/vBxu45hDCk/resources/dJifZiIQ6r/User%20Management%206.jpg (User Management 6)

Delete User

To delete a user from Customer Feedback Centre, follow these steps:

You must be the Account Manager to delete a user.

Log in to your Customer Feedback Centre account.

In the upper right corner, go to User Name > User Management. Then, select a user(s), click the Delete User button, and click OK to delete user(s).

Edit User

To edit a user in Customer Feedback Centre, follow these steps:

You must be the Account Manager to edit a user.

Log in to your Customer Feedback Centre account.

In the upper right corner, go to User Name > User Management. Find the user you wish to edit then click Actions > Edit Profile.

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/vBxu45hDCk/resources/CO6A1tEDHk/User%20Management%205.jpg (User Management 5)

Edit general information, user role, and assigned locations as needed and click Save Profile Changes.

For more information on User Roles and Permissions.

Question 7

Inbox

Accepted Answer

Inbox gives you the ability to create tickets and assign them to your team, provide templated responses, and track the progress of responses from within the Customer Feedback Centre. This allows your team to stay on top of your reputation and support. Think of it as your central hub for customer service. Let’s dive in and see how Inbox works.

There are two parts to this Userguide:

Log in to your Customer Feedback Centre account. Select the desired location for this automation.

SETUP

Before you assign a ticket, you’ll want to set up your settings to make things easier. Click “Inbox” in the left-hand menu. This option is visible on the Business Dashboard or Customer Activity Screen.

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/vBxu45hDCk/resources/m38tPE9qIl/Inbox%201.jpg (Inbox 1)

Click “Settings” on the right side of the screen.

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/vBxu45hDCk/resources/f4VpfKDtbv/Inbox%202.jpg (Inbox 2)

From the Settings screen, you can create Reply Templates, set Routing Rules, and set Notifications.
Create a Reply Template - Reply Templates give you easy-to-implement templates that make replying to customers more efficient.

A. Click “+Create Template”

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/vBxu45hDCk/resources/NXPEw7Y1VH/Inbox%203.jpg (Inbox 3)

B. In the box that appears, give your template a Name and provide written content for the template. When the template is to your liking, click “Save”

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/vBxu45hDCk/resources/EvLJUgG0PA/Inbox%204.jpg (Inbox 4)

C. You can view your Template(s) on the Settings screen. To Edit or Delete the Template, simply click “Manage”

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/vBxu45hDCk/resources/U4r6chPYUN/Inbox%205.jpg (Inbox 5)

Create Routing Rules - Routing Rules let you dictate which User Account should receive tickets automatically.

A. Click “+Create Rule”

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/vBxu45hDCk/resources/L1ipBvLBT4/Inbox%206.jpg (Inbox 6)

B. In the box that appears, give your Routing Rule a Name, select which User will receive the tickets, select the locations or labels the rule will be applied to, and set conditions. When the Rule is to your liking, click “Create”

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/vBxu45hDCk/resources/xPNGZEwIZt/Inbox%207.jpg (Inbox 7)

C. You can view your Rule(s) on the Settings screen. To Edit or Delete the Rule, simply click “Manage”

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/vBxu45hDCk/resources/qmEuneq5jh/Inbox%208.jpg (Inbox 8)

Set Notifications - To send Notifications to the User to who the ticket is assigned or reassigned, use the Toggles in the Notifications section

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/vBxu45hDCk/resources/HaWGPIiGsC/Inbox%209.jpg (Inbox 9)

You can always revisit this Settings screen if you want to create a new template, routing rule, or adjust notification settings.

MANAGEMENT

Once you’ve got your settings how you like them, navigate to the Customer Activity Screen. Find the feedback you’d like to create a ticket for. On the right-hand side of the screen, click “Manage”. From the dropdown menu, click “Create a Ticket”

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/vBxu45hDCk/resources/icMJBbpcdv/Inbox%2010.jpg (Inbox 10)

On the Create a Ticket screen, you'll see information like the location, Business ID, Review Source, and Net Promoter Score. You'll see the customer name, their star rating, and the feedback they left. Use the "Assign to" drop-down menu to assign the ticket to the desired user.
Click "Create Ticket". You have two options: Create Ticket or Create Ticket and Reply.

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/vBxu45hDCk/resources/EAmvenoUho/Inbox%2011.jpg (Inbox 11)

A. If you click "Create Ticket", a ticket will be created. You will then see it on your inbox screen. Some of the things you'll see are the Ticket Number, Status (which can be New, Open, Replied, Closed, or New Reply on an Existing Ticket)

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/vBxu45hDCk/resources/OwesV3BGW9/Inbox%2012.jpg (Inbox 12)

To interact with that ticket, click the Manage button. Here you'll see Reply, View Customer Profile, Reassign, Change Status, or Close Ticket.

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/vBxu45hDCk/resources/22jYEAnUgx/Inbox%2013.jpg (Inbox 13)

B. If you click Create ticket and reply, you will get a modal that pops up. Allowing you to reply, you can use a Reply Template from your dropdown. You can also choose to add a signature to your response. Signatures can be created within the User Profile.

If you simply want to send a private email to the customer, click the checkbox. If this is unchecked, you will send an email response to the customer AND the response will be visible on your Review Widget and Tag Widgets.

You can also choose to close the ticket upon reply, or you can leave it open for further communication. Once you're happy with the response, click "Submit"

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/vBxu45hDCk/resources/xd26oUgtOS/Inbox%2014.jpg (Inbox 14)

Now we see that this customer has been replied to with our key.

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/vBxu45hDCk/resources/7HPCIwgaRB/Inbox%2015.jpg (Inbox 15)

By clicking "Manage" on that ticket, you'll see options to reassign a ticket, change

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/vBxu45hDCk/resources/JRYiYB9yzz/Inbox%2016.jpg (Inbox 16)

the status manually, or close the ticket.

If you choose to reassign you'll get a drop-down menu with all available users.

If you change the status, you'll be able to change it to one of the statuses available in the drop-down menu.

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/vBxu45hDCk/resources/UnEN4pGzxB/Inbox%2017.jpg (Inbox 17)

And if you close the ticket, you'll see that your tickets been closed and it will no longer show in your Inbox.

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/vBxu45hDCk/resources/64P8hgl1C7/Inbox%2018.jpg (Inbox 18)

Closed tickets are available using the filtering options. You'll see you can filter by status, net promoter score, and star Now we'll see if we filter by closed we see that that ticket has been closed.

Question 8

How to edit My Profile

Accepted Answer

Log in to your Customer Feedback Centre account.

UPLOAD MY PROFILE PHOTO

Click the person icon or your name in the top right hand corner

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/vBxu45hDCk/resources/jzO5TuO9fd/How%20to%20edit%20My%20Profile%201-b.jpg (How to edit My Profile 1-b)

Click on My Profile

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/vBxu45hDCk/resources/xyEg4dfedC/How%20to%20edit%20My%20Profile%202-a.jpg (How to edit My Profile 2-a)

Click on upload photo

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/vBxu45hDCk/resources/vmWTQWY7Dr/How%20to%20edit%20My%20Profile%203-a.jpg (How to edit My Profile 3-a)

Select your photo from your computer

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/vBxu45hDCk/resources/dlTEIjUrM3/How%20to%20edit%20My%20Profile%203a-a.jpg (How to edit My Profile 3a-a)

Click save profile changes

HOW TO ADD A SIGNATURE

Click the person icon or your name in the top right hand corner

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/vBxu45hDCk/resources/jzO5TuO9fd/How%20to%20edit%20My%20Profile%201-b.jpg (How to edit My Profile 1-b)

Click on My Profile

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/vBxu45hDCk/resources/xyEg4dfedC/How%20to%20edit%20My%20Profile%202-a.jpg (How to edit My Profile 2-a)

Click inside reply signature box

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/vBxu45hDCk/resources/TujybdCLDv/How%20to%20edit%20My%20Profile%204-a.jpg (How to edit My Profile 4-a)

Add wording

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/vBxu45hDCk/resources/MqQorH1eXb/How%20to%20edit%20My%20Profile%205-a.jpg (How to edit My Profile 5-a)

Click save profile changes

Question 9

Downloading all Data and Reviews

Accepted Answer

Customer Feedback Centre does not hold your feedback or customer contacts hostage. You can export a complete customer list with all feedback data at any time.

Log in to your Customer Feedback Centre account.

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

From the menu, go to Reports > NPS Report and click the Customer CSV Export button.

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/vBxu45hDCk/resources/1mzaJFYGtU/Exporting%20data.png (Exporting data.png)

To export all customer data, select Export Everything, set the date range to Lifetime, and click the Download CSV button.

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/vBxu45hDCk/resources/Q00bvc1011/Exporting%20data2.png (Exporting data2.png)

PRO TIP:

Question 10

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.