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

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 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.

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 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

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 7

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 8

Reply to Facebook Recommendations

Accepted Answer

Once you have completed Facebook Authorisation you can reply to, edit, or delete replies to your Facebook Recommendations in Customer Activity. You can also respond to reviews via the Reviews Report and Success Report.

To reply to a Facebook Recommendation from within Customer Feedback Centre, follow these steps:

Log in to your Customer Feedback Centre account.

Complete Facebook Authorisation to enable the ability to reply to Facebook Recommendations via Customer Feedback Centre.

In Customer Activity, go to the Facebook Recommendation you wish to respond to. Click Manage, Select Edit and select Reply.

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/vBxu45hDCk/resources/OawDa6kKkT/Reply%20back%20to%20Facebook%28a%29.png (Reply back to Facebook(a))

Enter your reply under Review Response and click Submit.

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/vBxu45hDCk/resources/je22QGdsMe/Reply%20back%20to%20Facebook%20-2.png (Reply back to Facebook -2.png)

The reply will be posted publicly to Facebook and automatically be displayed in the Review Widget.

To view, edit, or delete a reply, go to the selected recommendation in Customer Activity and click the Replied tag or Manage > Edit.

Create a Social Sharing Automation

To create automation follow these steps:

Log in to your Customer Feedback Centre account. Select the desired location for this automation.
In the left-hand navigation bar under Publish select Social Sharing. Then click “Create Automation” under Automatic Social Sharing.

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/vBxu45hDCk/resources/hEgmlOzRE7/Automatic%20social%20share2.jpg (Automatic social share2.jpg)

The first thing you’ll do is Name your automation. This should be something that you remember what this Automation does, such as “5-star reviews on FB.” Click Next.

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/vBxu45hDCk/resources/Tenvfwj6fU/Automatic%20social%20share3.jpg (Automatic social share3.jpg)

In Step 2 you’ll select which Social Media channel you want to distribute your reviews on. Keep in mind, you’ll have to Authorise Social channels in your Settings (Google, Facebook, Twitter and Instagram) to share directly to them.

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/vBxu45hDCk/resources/skW8JCrFQk/Automatic%20social%20share4.jpg (Automatic social share4.jpg)

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

Instagram Authorisation

Next you’ll be customising your themes for this specific automation. Step 3 will ask you to create a theme of background colours or images, text size, and text colour. You can select an existing theme, update an existing theme, or create a new theme.

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/vBxu45hDCk/resources/efefoOIb8n/Automatic%20social%20share5.jpg (Automatic social share5.jpg)

In Step 4, Review Source, you’ll be choosing the source of the reviews for this automation. For instance, if you’re sharing only 1st party reviews within this Automation check 1st Party.

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/vBxu45hDCk/resources/rHq3EkHOmN/Automatic%20social%20share6.jpg (Automatic social share6.jpg)

Next you’ll choose the rating threshold for which you’ll be sharing reviews. For instance, if you only want to show 5-star reviews then you’ll select 5 star.

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/vBxu45hDCk/resources/nrrsBzasXy/Automatic%20social%20share7.jpg (Automatic social share7.jpg)

The last item is to select the max amount of posts you want to post per given period. Share Volume allows you to select how many posts you want to share in a given day or week.

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/vBxu45hDCk/resources/VF7lAhetYz/Automatic%20social%20share8.jpg (Automatic social share8.jpg)

Finally, click Save Automation.

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/vBxu45hDCk/resources/HikutzfBpv/Automatic%20social%20share9.jpg (Automatic social share9.jpg)

Note: At this time only one automation can be created per location.

Which reviews WILL be selected?

We choose the newest review (that meets our criteria to share) that hasn't been socially shared yet.
Review date is within the last week.
Review has textual content
Review has not been socially shared via Customer Feedback Centre previously (manual or automatic).
This is per location. If multiple locations monitor the same URL, each location could post the same review once each.

Which reviews WON’T be posted?

We do not post reviews that have no textual content
We do not post reviews from customers who opt-out of showing their review on the business' website
We do not post reviews that have been socially shared previously within that location
We ignore reviews older than one week to ensure we're sharing recent reviews.

If you need to View, Edit or Delete Automations simply go to your Social Sharing settings, find the appropriate Automation, and click Manage.