Question 1

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 2

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 3

TextBack (Customer-Activated Reviews via Text)

Accepted Answer

TextBack gives customers the ability to enter a business's feedback request process using their mobile phone. By sending a keyword text to the business's SMS number, the customer triggers an auto-reply message from the business. The auto-reply includes a link to the business's selected Request Mode the customer clicks in order to complete the feedback request.

Who can use TextBack?
Activate TextBack
Edit TextBack Settings
Test TextBack

Who can use TextBack?

TextBack requires SMS credits (1 credit per keyword text) and is available for locations on the Pro plan or higher.

Local TextBack numbers are currently supported in:

US
Canada
UK
Poland

In all other countries, US-based TextBack numbers will be provided.

Messaging rates and data charges from a customer's carrier will apply.

Activate TextBack

Log in to your Customer Feedback Centre account.

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

From the menu go to Requests > TextBack.

Click the Activate TextBack toggle to ON to activate TextBack.

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Select your country >

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Select your area code >

Please note: your area code may not be listed at present within the list, please choose a code nearest to your area code

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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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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.

Question 4

Reviews Report

Accepted Answer

The Reviews Report was designed to help you compare different elements of your account to understand how one is performing versus another. Each element is represented by a data card with that element’s performance.

Reviews Report Features and Functions
Date range choices as well as custom date range selection
Ability to compare up to 6 elements at one time
Visual charting is produced after you select more than the current element you are in, you can also delete any element, including the location you are in.
You can do any combination of the above: Date range vs. location vs. label vs. brand (brand = one business versus all other businesses in account)
ORDER BY offers ordering by overall rating, reviews in last 30 days, reviews since starting Customer Feedback Centre, rating type (1-5 stars), reviews sources (Google, Yelp, Facebook, etc.)
Ability to save/print to PDF
Report Template. Once you select a specific set of elements to report on you can then SAVE those elements into a “template” you can access in the future with one click. So if you are comparing 3 different date ranges of one location together, you can save it to reuse in the future.

How to access and export the Reviews ReportLog in to your Customer Feedback Centre account.

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A. View online reviews by selected date range
B. Save Reviews Report as a PDF
C. Download CSV of your online reviews

Create a Comparison Reviews Report

Click the Comparison tab.

Date Range of this location: Compare one date range of the data vs. another date range for the location
Location: Compare two different locations
Label: Compare location vs. label
Brand: Compare location vs All locations

Click Add.

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Upon adding a comparison you will see a graph representing comparison data. View comparison data by selecting an Order By: option including:

Rating - 0-5 rating
Reviews - Select Last 30 days or Since Joining
Rating Types - Select a star rating of 1, 2, 3, 4, or 5
Reviews Sources - Select an online review provider such as Google, Facebook, etc.

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Scroll to view Reviews Report summary for both locations.

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Save a Customised Report as a Report Template

Once you select a specific set of elements to report on you can then save those elements into a template you can access in the future with one click.

Report templates you create are yours only unless you check Global template, then anyone with access to the account can select and view that report template.

Click Report Template.

Question 5

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 6

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.

Question 7

Success Report

Accepted Answer

The Success Report brings together all of your review data, for all locations in your account, into one report including:

Net Promoter Score®
1st-party reviews
3rd-party reviews
Survey Questions Ratings
Individual review details for 1st and 3rd-party reviews
To access the Success Report follow these steps.

Log in to your Customer Feedback Centre account.

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To filter data, click Filter. Select one or multiple filters and click Apply. Filter options include:

Locations, Labels, or Super Groups
Review Sites
Tags
Rating Type

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You can adjust the Date Range and click to Save as PDF.

Question 8

Facebook Authorisation

Accepted Answer

To reply to Facebook Recommendations via Customer Feedback Centre you must complete Facebook Authorisation.

Complete Facebook Authorisation for Customer Feedback Centre

Before you begin...

Users

You must have an Admin Page Role of the Facebook business page you wish to monitor. If you are unsure what role you have, go to your Facebook account and select the business page. Then click Settings at the top of the page and select Page Roles from the left hand column. If you do not have an Admin Page Role, someone who is a page Admin will have to update your role as Facebook instructs in How do I manage roles for my page?

Log in to your Customer Feedback Centre account.
If you have multiple locations, select your chosen location from the Business Dashboard.
Go to Account Owner > Authorisation Settings.

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You must have an Admin page role in Facebook for the business page you wish to authorise. Click Log in With Facebook.

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Complete the set-up wizard. Log in or verify your identity to continue.

Select the page(s) you want to use with Customer Feedback Centre. Click Next.

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Review the permissions granted to Customer Feedback Centre. Click Done.

You have now linked Customer Feedback Centre to Facebook to successfully complete Facebook Authorisation. Click OK.

If someone else has the authorisations, then they can do this on your behalf by becoming a user inside your dashboard.

Just send us the following information so we can add them for you:

First Name
Last Name
Email address

Question 9

Customer Activity Overview

Accepted Answer

Customer Activity displays account details and metrics as well as activity, ratings, and reviews for both 1st and 3rd-party reviews. Available tools help you take action on feedback from a single screen.

Log in Customer Feedback Centre.

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Details and metrics include:

NPS/Rating

Tools include:

Filter

NPS/Rating

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Using Ultimate or Review Mode, you can request a Net Promoter Score® (NPS) from your customers. The total NPS Score is displayed at the top of Customer Activity. Individual scores received are listed in Recent Activity under NPS/Rating. Click the column header to sort by NPS/Rating.

If data is filtered, results reflect the filtered data.

Request Mode and Communication Method

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Request Mode displays the selected Request Mode for a location. The current Communication Method is also displayed and can be updated to send requests automatically or manually.

If data is filtered, results reflect the filtered data.

Monthly Requests

Monthly Requests shows the number of requests used to date and the total number of requests available per month. To adjust the total number of requests available update your subscription plan.

If data is filtered, results reflect the filtered data.

Customer Profiles

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Customer Profiles displays the total number of customer profiles.

If data is filtered, results reflect the filtered data.

Feedback

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View feedback received from 1st- and 3rd-party reviews under Feedback in Customer Activity.

Feedback displays content received from a customer for both 1st and 3rd-party reviews if available.

To view the Feedback History for a 1st-party review click the customer's name or go to Manage > View Profile for the entry you wish to view.

Status

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The Status column in Customer Activity displays the status of each entry by most recent activity.

1st-party Review Statuses

Request sent - A request (Email or SMS) has been sent but the customer has not taken action

Opened - no feedback - The customer opened the request but has not taken action

Rating received - The customer has given only a Net Promoter Score® but did not provide written review content

First Positive Reminder Sent - A customer has given a positive Net Promoter Score® and has received a reminder email asking for a 3rd-party review

Second Positive Reminder Sent - A customer has given a positive Net Promoter Score® and has received a second reminder email asking for a 3rd-party review

Review received - The customer has given both a Net Promoter Score® and a 1st-party review

Click to review site - The customer has clicked a selected 3rd-party online review site (such as Google, Facebook, or Trip Advisor) displayed in the request

Unsubscribed - The customer unsubscribed from Email Requests

3rd-party Review Statuses

Review received - A customer rated your business and provided a 3rd-party review on an online review site you monitor (such as Google, Facebook, or Trip Advisor)

Source

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The Source column in Customer Activity displays the method of communication or entry for a customer and is available for 1st-party reviews only.

Source displays an icon that represents how the business interacted with a customer or how a customer interacted with your business. The Source column is only populated for 1st-party reviews and can display the following icons:

Email Request – a request will be sent via email or the customer has responded to an email request

SMS Request – a request will be sent via text message or the customer has responded to an SMS request

TextBack – a customer has been added and feedback received via TextBack

Feedback Locator – a customer has been added and feedback received via the Feedback Locator

Feedback URL – a customer has been added and feedback received via the Feedback URL

Kiosk Mode – a customer has been added and feedback received via Kiosk Mode

Filter

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The Filter in Customer Activity can be used to sort entries.

Customer Activity offers a powerful filter to assist in managing reviews. Over 25 selects are available across 4 categories including:

Location(s)

Rating Type

All Requests

Add Customer

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Add a customer directly from Customer Activity using + Add Customer.

Easily add a customer in Customer Activity using + Add Customer.

For a single location, click + Add Customer in Customer Activity to enter information and add a customer.

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Click + Add Customer in Customer Activity and enter information to add a customer.

If you have multiple locations but do not select a location in Business Dashboard, you will be asked to select a location before adding a customer when you use + Add Customer in Customer Activity.

If no location is selected you will first need to select a location when using + Add Customer in Customer Activity.

Search

Search can be used to find a customer by name, email, or phone number, job ID, or custom ID. You can also search for phrases or exact terms in review content:

I love it - results include searched phrase

Export

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Export allows you to export data in Customer Activity to a .csv or .pdf. If you have used Filter, Order by, Date Range and/or sorted by column header Export will create a .pdf or .csv of entries exactly as they are represented in Customer Activity.

Filtered 1st-Party Reviews

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Sample .pdf export showing entries in Customer Activity filtered for 1st-party reviews.

Select Customer

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Select single or multiple customers (1st-party reviews) to enable Delete and Send Feedback Request buttons

Select customers (1st-party reviews) in Customer Activity to enable Delete and Send Feedback Request buttons. Click the box in the title row to select all 1st-party entries on the page.

Manage Auto-Tagging

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Click manage Auto-Tagging in Customer Activity to edit an existing tag or create a new one.

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Manage

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Each entry in Customer Activity includes a Manage button. This button reveals a selection of actions unique to 1st and 3rd-party reviews.

Manage for 1st-party reviews includes:

View Profile

Show in Widget ON/OFF

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Replied

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First-party and Google reviews that have been replied to will be tagged with Replied in Customer Activity.

Click Replied for a 1st-party review to be taken to Feedback History in the Customer Profile to review Response History, send a message, or delete a public response.

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Click the Replied tag for a 1st-party review in Customer Activity to view Response History in Customer Profile.

Click Replied for a Google review to review, edit, or delete the response.

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Click the Replied tag for a Google review in Customer Activity to review, edit, or delete response.

Question 10

Notification Settings

Accepted Answer

You can receive a notification via email for the following:

Feedback Alert Notification when new feedback is received

Online Review Alert Notification when a new online review is posted

Weekly or monthly Performance Report Mailer

Google Q&A Alert Notification when a new question is posted

To manage notifications received via email and add recipients follow these steps:

Log in to your Customer Feedback Centre account.

If you have multiple locations, select the location you would like to manage email notifications for from the Business Dashboard.

From the menu, go to Settings > Notifications. Click ➕ to access settings and add recipients for each notification type.