Question 1

QR Code (Unique Code with URL)

Accepted Answer

Log in to your Customer Feedback Centre account.

We've created a QR code out of the Feedback URL for easy use and implementation. This feature is now available at the location level within Feedback Settings.

The "Feedback URL" is unique to your location and can be added to websites, posted to social media, email signatures, email newsletters, existing survey forms as well as printed media, invoices, bills, tabs, receipts, and business cards. It does not require you to know the customers email or name.

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 2

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.

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/vBxu45hDCk/resources/FNAEUuhD1d/Auto%20Reply%201.jpg (Auto Reply 1)

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

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/vBxu45hDCk/resources/yom8YosD03/Auto%20Reply%203.jpg (Auto Reply 3)

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.

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/vBxu45hDCk/resources/qre76E2VGR/Auto%20Reply%205.jpg (Auto Reply 5)

**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 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

Client Staff Form - Magic Link

Accepted Answer

Client Staff Form - Magic Link

You can add customer data into the Customer Feedback Centre without logging in, you can quickly send client email or SMS review requests.

The Client Staff Form allows you to upload a CSV or manually add customers without logging in to Customer Feedback Centre. No log-in credentials needed!

Below is a step-by-step instructions on how to utilise the Client Staff Form Link and where to find it.

Add Customers Manually

Log in to your Customer Feedback Centre account.

Click Requests

Click Add Customer

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/vBxu45hDCk/resources/dAQHdozUrI/Client%20Staff%20Form%20-%20Magic%20Link%201.png (Client Staff Form - Magic Link 1)

Scroll towards the bottom, and copy the Client/Staff Form Link and paste into a new browser tab:

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/vBxu45hDCk/resources/lty1KscHEy/Client%20Staff%20Form%20-%20Magic%20Link%202.png (Client Staff Form - Magic Link 2)

Complete the fields ie, First Name, Last Name, Email, Telephone Number

Click Add Customer

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/vBxu45hDCk/resources/cqBCQsAgOk/Client%20Staff%20Form%20-%20Magic%20Link%203%20a.png (Client Staff Form - Magic Link 3 a)

PLEASE NOTE: This link is a unique, private URL that allows team members to access the import form without using login credentials. You can reset this link at any time by clicking the refresh button to the right of the link.

Add Bulk Upload Customers

Have your CSV file ready

Click on Requests

Click on Import Customers

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/vBxu45hDCk/resources/YdRMdWwQvd/Client%20Staff%20Form%20-%20Magic%20Link%204.png (Client Staff Form - Magic Link 4)

Scroll towards the bottom, and copy the Client/Staff Form Link and paste into a new browser tab:

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/vBxu45hDCk/resources/rvQLLMZlx3/Client%20Staff%20Form%20-%20Magic%20Link%204%20a.png (Client Staff Form - Magic Link 4 a)

And Click Choose File

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/vBxu45hDCk/resources/pDDPiKRo6C/Client%20Staff%20Form%20-%20Magic%20Link%205a.png (Client Staff Form - Magic Link 5a)

Map the fields up with your CSV spreadsheet

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/vBxu45hDCk/resources/i0mN7KhDwL/Client%20Staff%20Form%20-%20Magic%20Link%206.png (Client Staff Form - Magic Link 6)

Click finish

These clients will then appear in your Customer Acitivity

PLEASE NOTE: This link is a unique, private URL that allows team members to access the import form without using login credentials. You can reset this link at any time by clicking the refresh button to the right of the link.

Question 5

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)

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/vBxu45hDCk/resources/nNIZe7qvfM/Import%20a%20customer%20list%20for%20single%20locations%20-2%20V2.png (Import a customer list for single locations -2 V2)

Review the Belongs to: for each column found and adjust as needed. When completed, click Finish Adding Subscribers or cancel the import.

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/vBxu45hDCk/resources/SWEUWt2NYB/Import%20a%20customer%20list%20for%20multiple%20locations%20-3.png (Import a customer list for multiple locations -3.png)

Once your list has been uploaded and assigned, click Finish Adding Subscribers. Review the Importing Customers - Result and make note of any issues.

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/vBxu45hDCk/resources/bA7ov1ZSkG/Import%20a%20customer%20list%20for%20multiple%20locations%20-4.png (Import a customer list for multiple locations -4.png)

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.

Question 6

SmartReply

Accepted Answer

Customer Feedback Centre uses the power of AI to help create thoughtful, personalised review responses with SmartReply. Save crafting a unique response every time. Stay in control with the ability to review and edit the response before submitting.

Log in to your Customer Feedback Centre account.

Select the desired location. If you only have one location you will automatically be on the Customer Activity screen.

Go to Customer Activity and find the review for which you’d like to respond.

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/vBxu45hDCk/resources/GFIgVh0cDA/SmartReply%201.png (SmartReply 1)

Pro tip: Filter reviews by “Not replied to”

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/vBxu45hDCk/resources/FM1JoCsTLv/SmartReply%202.png (SmartReply 2)

Click the “Manage” button on the right and select “Reply”

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/vBxu45hDCk/resources/ixxA68YTNK/SmartReply%203.png (SmartReply 3)

Click the “Smart Reply” button to create the AI-generated response to the given review.

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/vBxu45hDCk/resources/R5Hr4itAcX/SmartReply%204.png (SmartReply 4)

**NB: **Make sure to read the response. You can edit the response in the text box. Click “Submit” to send the response.

Pro tip: Note: Authorise Google or Facebook in Customer Feedback Centre to respond to Google & Facebook reviews, along with 1st party reviews with SmartReply.

Question 7

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 8

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

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.

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/vBxu45hDCk/resources/fq1lLJJGbN/Social%20Sharing.png (Social Sharing.png)

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.

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/vBxu45hDCk/resources/sj72XnR4rB/Social%20Share%20001.png (Social Share 001.png)

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.

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/vBxu45hDCk/resources/hCR7vAFzsJ/Social%20Sharing3%28A%29.png (Social Sharing3(A).png)

You can also add your logo, or an image linked to your business.

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/vBxu45hDCk/resources/nFzaqx3ACZ/Social%20Sharing3%28b%29.png (Social Sharing3(b).png)

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.

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/vBxu45hDCk/resources/jNG9fjndRy/Social%20Sharing4.png (Social Sharing4.png)

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:

Facebook Authorisation
Google My Business Authorisation
Twitter Authorisation

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 9

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.

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/vBxu45hDCk/resources/y303iu25Ux/Auto%20tagging-3.png (Auto tagging-3.png)

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.

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/vBxu45hDCk/resources/4uR8740svY/Auto%20tagging-4.png (Auto tagging-4.png)

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

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/vBxu45hDCk/resources/LiAIwI0hxB/Auto%20tagging-5.png (Auto tagging-5.png)

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

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/vBxu45hDCk/resources/Sd6BVVvg0N/Auto%20tagging-6.png (Auto tagging-6.png)Review containing the keywords "long" and "rude" has automatically been tagged Issue

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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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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