Question 1

Add Tags to 1st-party Reviews

Accepted Answer

To add Tags to 1st-party reviews (direct customer feedback) select one of the following methods:

Manually Add Tags to 1st-party Reviews

Add Tags via Customer List Import

Manually Add Tags to 1st-party Reviews

To manually add Tags to feedback received from a 1st-party review follow these steps:

Log in to your Customer Feedback Centre account.

If you have multiple locations, select the location you would like to tag a review for from the Business Dashboard.

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/vBxu45hDCk/resources/9MZmPZGV21/Tag%20widget.png (Tag widget.png)

In Customer Profile go to the Tags: field and type a word or phrase. Click Add or hit enter. You can add multiple tags. Once complete, the tags added to the entry are automatically saved.

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/vBxu45hDCk/resources/AR6Yzt6g6s/Tag%20widget%20-2.png (Tag widget -2.png)

PRO TIP:

Tags added can be viewed in Customer Activity and used to filter entries. Tags can also be used to create a Tag Widget.

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Add Tags via Customer List Import

Tags can be added to a customer list and imported into Customer Feedback Centre. If a customer responds to a request, imported tags will be added to feedback given.

To add tags via a customer list import follow these steps:

Log in to your Customer Feedback Centre account.

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/vBxu45hDCk/resources/c13ga5QJgC/Tag%20widget%20-5.png (Tag widget -5.png)

If feedback is received, imported tags are added to a single feedback entry. They will not be added to Repeat Customer Feedback.

To add tags to repeat customer feedback import a customer list including Tags and repeat customers or use Auto-Tagging.

How to send a "Rating Revision" Option

1) Rating Revision Button

Click the customer name in the customer dashboard and locate the "Rating Revision" button in the customer profile. Only the latest feedback (the revised feedback) will be stored in the system.

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/vBxu45hDCk/resources/g1mAkVfqDq/Rating%20revision.png (Rating revision.png)

2) Send Feedback Request Button

Click the checkbox next to the customer name and click the "send feedback request" button in the customer dashboard.

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/vBxu45hDCk/resources/WvmTxfX26a/Rating%20revision4.png (Rating revision4.png)

Question 5

Conversion Pop-up

Accepted Answer

What is the Conversion Pop-Up?

Our Conversion Pop-Up is an eye-catching rotation of your best and most recent online reviews. Designed for both desktop and mobile web experiences you can start marketing your reputation the moment customers arrive on your website to drive more visitors to take action.

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/vBxu45hDCk/resources/QYIOSSd9ob/Conversion%20Pop%20Up.png (Conversion Pop Up.png)

The Conversion Pop-Up is seen in the lower left corner of page and rotates through recent reviews.

The small popup window rotates through your last 30 reviews (both 1st- and 3rd-party) and requires a minimum of 3 valid reviews to display.

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/vBxu45hDCk/resources/uf5g3wG2Le/Conversion%20Pop%20Up2.png (Conversion Pop Up2.png)

The Conversion Pop-Up neatly displays on mobile for social proof across all devices. Although there is an option to swtich off the Conversion Pop-Up on a mobile from within the Customer Feedback Centre dashboard.

Why should I use the Conversion Pop-Up?

The Conversion Pop-up is designed to add social proof to your website to help strengthen the trust of a visitor. Unlike the Review Widget, the pop-up does not have review schema or any other SEO or ranking benefits. Its job is to be a visual magnet that allows you to market your happy customers to your next customer.

How do I set up or edit the Conversion Pop-Up?

To set-up the Conversion Pop-up follow these steps:

Log in to your Customer Feedback Centre account.

If you have multiple locations, select the location you would like to set-up the Conversion Pop-up for from the Business Dashboard.

From the menu go to Publish > Conversion Pop-Up.

Edit the following settings as desired:

URLs to display your Conversion Pop-Up on - Type in full or partial URLs where you would like your Conversion Pop-Up to be displayed.
URL match type - Choose whether the Conversion Pop-Up should display on webpages if the URL matches exactly (Exact Match) or partially (Contains).
Click-through URL - The Conversion Pop-up is clickable. Set the URL it will link to here.
Apply tags - If you use Tags you can apply an existing one to the Conversion Pop-up to filter the reviews displayed. This field is optional.
Display 1st-party reviews at or above: - Choose to display 1st-party reviews using the ON/OFF toggle. If set to ON, select the minimum star-rating to display.
Display 3rd-party reviews at or above: - Choose to display 3rd-party reviews using the ON/OFF toggle. If set to ON, select the minimum star-rating to display.
Show on mobile devices: - Choose to display the Conversion Pop-Up on mobile devices using the ON/OFF toggle. If set to ON, select to display the pop-up at the Top or Bottom.

All changes are auto-saved.

How do I install the Conversion Pop-up on my website?

To install the Conversion Pop-up on any website you will need the embed code. First, follow these steps to get the embed code:

Log in to your Customer Feedbak Centre account.

If you have multiple locations, select the location you would like to install the Conversion Pop-up for from the Business Dashboard.

From the menu go to Publish > Conversion Pop-Up.

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

Click Copy Embed Code.

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/vBxu45hDCk/resources/y03b1Na7sN/Conversion%20Pop%20Up4.png (Conversion Pop Up4.png)

Next, select one of the following for steps to install the Conversion Pop-up:

Install using HTML

To install the Conversion Pop-up on a website using HTML paste the embed code into your website code in a site-wide element like the header or footer.

When installed correctly, changes to the Conversion Pop-up made in Customer Feedback Centre automatically update the pop-up on the website. You do not have to touch the code on your website again.

Install on a WordPress site

To add the Conversion Pop-Up to a WordPress site follows these steps:

Log in to WordPress.

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/vBxu45hDCk/resources/KlYMhIrobI/Conversion%20Pop%20Up5.png (Conversion Pop Up5.png)

In WordPress Edit Themes click on Theme Footer (footer.php) to open the footer.php file.

In the footer.php file place the Conversion Pop-Up embed code just BEFORE the tag. The tag can be found near the bottom of the file.

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/vBxu45hDCk/resources/xIjZWC7j9U/Conversion%20Pop%20Up6%28a%29.png (Conversion Pop Up6(a).png)

In the footer.php file place the Conversion Pop-up embed code just before the tag.

Click Update File to save the changes.

Question 6

Understanding Request Modes

Accepted Answer

Login to the Customer Feedback Centre.

Click on Requests

Click on Request Modes

Customer Feedback Centre offers three Request Modes to easily capture feedback and reviews from your customers. This guide explains the capabilities of each request mode so you can understand which one is right for your business.

Ultimate Request Mode

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/vBxu45hDCk/resources/wd3LgOrvdr/Ultimate%20Request%20Mode.png (Ultimate Request Mode.png)

Ultimate Request Mode is a 3-step process for your customer so that you can quickly capture complete customer experience data for your business including:

Net Promoter Score
Optional Survey Questions
Customer feedback (1st-party review/testimonial)
Reviews on 3rd-party sites (choose 2-4 sites)

Net Promoter Score

The Net Promoter Score is based on a response to this question:

How likely is it that you would recommend (your company/product/service) to a friend or colleague?

Customers select a rating of 0-10 with 0=Not likely and 10=Very likely and fall into one of the following categories:

Promoters (9-10): Likely to buy more, remain a customer for longer and make more positive referrals to other potential customers.

Detractors (0-6): Less likely to have positive buying and referral behaviors

Passives (7-8): Behavior falls between Promoters and Detractors.

The objective of NPS is to predict customer loyalty and claims to be correlated with revenue growth.

Optional Survey Questions

Ask your customer up to 4 additional questions using a 0-10 rating scale to gather more specific information than what the Net Promoter Score provides. It's easy to add optional survey questions to Ultimate Mode.

Customer Feedback (1st-party Review/Testimonial)

You can also use customer feedback as a 1st-party Review/Testimonial. Display these reviews on your website and add valuable schema to impact SEO using available widgets.

Reviews on 3rd-party Sites

Request 3rd-party reviews from your customers. Choose up to 4 sites from over 100 online review sites, such as Google, Facebook and Checkatrade, to include in your request.

A 3-Step Process for Your Customer

Step 1: Send a feedback request to your customer via email or SMS/text message.

For email requests, customers select a Net Promoter Score rating in the email that links them to Step 2.
For SMS/Text message requests, customers tap a URL that links them to Step 2 where they select a Net Promoter Score rating.

Step 2: A landing page is served that includes up to four optional survey questions and an open text field to generate customer feedback and 1st-party reviews (testimonials).

Step 3: After submitting feedback, customers are served a page that includes links to selected 3rd-party review sites. As a result of the rating received, a positive or negative page version is served.

Review Request Mode

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/vBxu45hDCk/resources/3RQE5k5zdy/Review%20Request%20ModeV2.png (Review Request ModeV2.png)

Review Request Mode is a 2-step process to request:

Net Promoter Score
Reviews on 3rd-party sites (choose 2-4 sites)

2-Step Process for your Customer

Step 1: Send a feedback request to your customer via email or SMS/text message.

For email requests, customers select a Net Promoter Score rating in the email that links them to Step 2.

Step 2: After selecting an NPS rating, customers are served a page that includes links to selected 3rd-party review sites. As a result of the rating received, a positive or negative page version is served.

Direct Request Mode

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/vBxu45hDCk/resources/cXqdc4NVOB/Direct%20Request%20Mode.png (Direct Request Mode.png)

Direct Request Mode is a 1-step process to request:

Reviews on 3rd-party sites (choose 2-4 sites)

Because Direct Mode gives customers direct access to your online review profiles we recommend only businesses with a known NPS over 80 consider using Direct Mode.

1-Step Process for your Customer

Step 1: Send a feedback request to your customer via email or SMS/text message.

For email requests, customers select an online review profile to then leave a review.
For SMS/Text message requests, customers tap a URL that links them to the landing page where they can select an online review profile and leave a review.

Question 7

Review Mode

Accepted Answer

Login to the Customer Feedback Centre.

Click on Requests

Click on Request Mode

Click on Review Request Mode

Customer Feedback Centre offers three Request Modes to easily capture feedback and reviews from your customers. This guide explains the capabilities of each request mode so you can understand which one is right for your business.

Review Request Mode

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/vBxu45hDCk/resources/3RQE5k5zdy/Review%20Request%20ModeV2.png (Review Request ModeV2.png)

Review Request Mode is a 2-step process to request:

Net Promoter Score
Reviews on 3rd-party sites (choose 2-4 sites)

2-Step Process for your Customer

Step 1: Send a feedback request to your customer via email or SMS/text message.

For email requests, customers select a Net Promoter Score rating in the email that links them to Step 2.

Step 2: After selecting an NPS rating, customers are served a page that includes links to selected 3rd-party review sites. As a result of the rating received, a positive or negative page version is served.

Question 8

Ultimate Mode

Accepted Answer

Login to the Customer Feedback Centre.

Click on Requests

Click on Request Mode

Click on Ultimate Mode

Customer Feedback Centre offers three Request Modes to easily capture feedback and reviews from your customers. This guide explains the capabilities of each request mode so you can understand which one is right for your business.

Ultimate Request Mode

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/vBxu45hDCk/resources/wd3LgOrvdr/Ultimate%20Request%20Mode.png (Ultimate Request Mode.png)

Ultimate Request Mode is a 3-step process for your customer so that you can quickly capture complete customer experience data for your business including:

Net Promoter Score
Optional Survey Questions
Customer feedback (1st-party review/testimonial)
Reviews on 3rd-party sites (choose 2-4 sites)

Net Promoter Score

The Net Promoter Score is based on a response to this question:

How likely is it that you would recommend (your company/product/service) to a friend or colleague?

Customers select a rating of 0-10 with 0=Not likely and 10=Very likely and fall into one of the following categories:

Promoters (9-10): Likely to buy more, remain a customer for longer and make more positive referrals to other potential customers.

Detractors (0-6): Less likely to have positive buying and referral behaviors

Passives (7-8): Behavior falls between Promoters and Detractors.

The objective of NPS is to predict customer loyalty and claims to be correlated with revenue growth.

Optional Survey Questions

Ask your customer up to 4 additional questions using a 0-10 rating scale to gather more specific information than what the Net Promoter Score provides. It's easy to add optional survey questions to Ultimate Mode.

Customer Feedback (1st-party Review/Testimonial)

You can also use customer feedback as a 1st-party Review/Testimonial. Display these reviews on your website and add valuable schema to impact SEO using available widgets.

Reviews on 3rd-party Sites

Request 3rd-party reviews from your customers. Choose up to 4 sites from over 100 online review sites, such as Google, Facebook and Checkatrade, to include in your request.

A 3-Step Process for Your Customer

Step 1: Send a feedback request to your customer via email or SMS/text message.

For email requests, customers select a Net Promoter Score rating in the email that links them to Step 2.
For SMS/Text message requests, customers tap a URL that links them to Step 2 where they select a Net Promoter Score rating.

Step 2: A landing page is served that includes up to four optional survey questions and an open text field to generate customer feedback and 1st-party reviews (testimonials).

Step 3: After submitting feedback, customers are served a page that includes links to selected 3rd-party review sites. As a result of the rating received, a positive or negative page version is served.

Question 9

Direct Mode

Accepted Answer

Login to the Customer Feedback Centre.

Click on Requests

Click on Request Modes

Click on Direct Modes

Customer Feedback Centre offers three Request Modes to easily capture feedback and reviews from your customers. This guide explains the capabilities of each request mode so you can understand which one is right for your business.

Direct Request Mode

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/vBxu45hDCk/resources/cXqdc4NVOB/Direct%20Request%20Mode.png (Direct Request Mode.png)

Direct Request Mode is a 1-step process to request:

Reviews on 3rd-party sites (choose 2-4 sites)

Because Direct Mode gives customers direct access to your online review profiles we recommend only businesses with a known NPS over 80 consider using Direct Mode.

1-Step Process for your Customer

Step 1: Send a feedback request to your customer via email or SMS/text message.

For email requests, customers select an online review profile to then leave a review.
For SMS/Text message requests, customers tap a URL that links them to the landing page where they can select an online review profile and leave a review.

Question 10

SMS Requests

Accepted Answer

Login to your Customer Feedback Centre

Send a feedback request to your customer via text message using SMS Requests. The text includes a link to your selected Request Mode that the customer can click to complete the feedback process.

SMS Request

A Reminder Email can be sent to customers who receive an SMS Request but do not reply.

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/vBxu45hDCk/resources/0CHr9WZKmA/SMS%20Request.png (SMS Request.png)

SMS Request (Short Message Service)

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/vBxu45hDCk/resources/CY2o7y5xyh/SMS%20Request2.png (SMS Request2.png)

Example of an SMS Request including a link to complete the feedback request.

SMS requests are text only

PRO TIP:

Add Tags to 1st-party Reviews

Tags

Understand Source Icons in Customer Activity

Rating Revision and Sending Feedback Request Again

Conversion Pop-up

Understanding Request Modes

Review Mode

Ultimate Mode

Direct Mode

SMS Requests