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

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.

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Pro tip: Filter reviews by “Not replied to”

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

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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 3

Automatic Social Sharing

Accepted Answer

Social Sharing makes it easy to turn 1st- or 3rd-party reviews into social media content to post to Facebook, Google Posts, Twitter and Instagram. Set up an Automation and watch the reviews get automatically posted based on your set parameters.

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.

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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.

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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.

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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.

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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.

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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.

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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.

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Finally, click Save Automation.

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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.

Question 4

Instagram Authorisation

Accepted Answer

Before you begin...

Users

To post to your Instagram account directly from Customer Feedback Centre, you will need to authorise the account first. Because Instagram Authorisation is at the user level, each user that wishes to post directly to Instagram will need to complete this step. The Instagram account on which you would like to post must be connected to the Facebook account that is authorised in Customer Feedback Centre.

To complete Instagram Authorisation for Customer Feedback Centre, follow these steps:

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Click Connect on the line for Instagram.

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You will arrive at the Authorisation Settings page. Click “Log in with Facebook”. Log in or verify your identity to continue.

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

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

When the Facebook Authorisation set-up wizard has been completed, you will be returned to Customer Feedback Centre to view a summary. Review and click Done.

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If you have added a location to your account and wish to complete Facebook Authorisation for the new location, repeat the process.

Question 5

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.

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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.

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

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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.

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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:

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 6

Social Sharing - Download Social Sharing Images

Accepted Answer

Social Sharing feature allows you to create visually engaging social media content in just a few clicks for Facebook, Twitter, Google Posts, and Instagram. Easily turn any of your existing great reviews into an eye-catching marketing element.

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/vBxu45hDCk/resources/vVi9MQCj7C/Social%20Sharing%20download%20image.png (Social Sharing download image.png)

Example of Social Sharing for a Gas Training Course Centre, turning reviews into images.

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. You can download the graphic to share on all platforms including, website, newsletter, emails, etc...

Download Social Sharing Images to use in other platforms, ie your website, newsletters, email, etc

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 Design Theme

Once a Design Theme has been chosen, click Download Graphic

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/vBxu45hDCk/resources/nyfvqUSgNL/Social%20Sharing%20download%20image%202.png (Social Sharing download image 2.png)

NB: This image has been downloaded to your device.

Using Visual Reviews On Your Website

Getting a website visitor and prospect from interest to conversion is the goal of your site. Using elements to form trust greatly impacts that journey for the customer and visual reviews added to a page can do just that.

Gas Training & Assessment have dedicated pages on their website for their services like gas courses and renewable energy courses. They have used a 5-star Google review regarding their IGQ New Entrants Course to bolster the page with a visual, star rating, and customer content. This is a great example of a trust element aiding the content of the page.

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/vBxu45hDCk/resources/y8CA5SRAEt/Social%20Sharing%20download%20image%204a.png (Social Sharing download image 4a.png)

Picking the right review like our example can answer questions or address concerns a prospect might have.

NB: If you work with a web designer then just forward the image(s) to them and let them know where you wish them to appear on the page(s)

Share Your Customer Experiences In Your Email Marketing

Email marketing has long been pound for pound most valuable digital marketing you can do. Keeping your business front and center with your customers and updating them on your current offerings at such a low cost is incredibly valuable. Especially now.

Using your Social Sharing images from Customer Feedback Centre in your email marketing is a great way to bring trust and excitement to your emails. Sharing with your customers and potential customers the stories and opinions from other customers is a great strategy.

In our example below Evelyn’s Wine Bar shares a visual review that customers love their food and wine as they encourage others to order from them.

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/vBxu45hDCk/resources/EfwciM9HGQ/Social%20Sharing%20download%20image%204%28a%29.png (Social Sharing download image 4(a).png)

The options are many and most businesses are always looking for eye-catching visuals to convey their message. Having that message be from your customer is very powerful.

Social media posts often have a very short shelf-life of just minutes, hours, or days at most. Displaying your reviews as we have outlined can garner attention for a long period of time.

Question 7

Social Sharing Settings

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.

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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Question 8

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 9

Rating Revision and Sending Feedback Request Again

Accepted Answer

Using Customer Feedback Centre allows a business owner to automatically request feedback from their customers.

Log in to Customer Feedback Centre.

Often times it is a small miscommunication or minor detail that can be solved easily that leads to less than positive feedback received.

Naturally, a business owner may desire to reach out again to the customer once the issue has been resolved and request the rating and feedback to be updated.

This should not be confused with "Repeat Customer Feedback" - allowing you to request feedback repeatedly from a customer.

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.

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2) Send Feedback Request Button

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

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Question 10

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.

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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.

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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.

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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.

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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.

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

Click Update File to save the changes.