Question 1

Smart Insights

Accepted Answer

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

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Click Generate Your Insights

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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.

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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 2

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

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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 3

Five-Star Rating in Request Modes

Accepted Answer

Some people are more familiar with the 5-star rating system than the 0-10 Net Promoter Score. NPS offers a more comprehensive look at customer experience and a larger scale to pinpoint satisfaction. That being said, different businesses may have reasons they prefer the 5-star initial rating within Ultimate or Review Modes. Learn more about request modes here.

This guide will show you how to edit your rating settings between NPS and the 5-star rating.

Log in to Customer Feedback Centre
Choose a location, if you have more than one.
Under Settings select Feedback Settings.
Once within Rating Settings you can select NPS or Stars, and set the Positive Feedback Threshold.

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/vBxu45hDCk/resources/R5FJ7u6smZ/Five-Star%20Rating%20in%20Request%20Modes%201.jpg (Five-Star Rating in Request Modes 1)

Once you choose Stars and set your threshold, you should see the 5-star scale appear on the request mode’s Review Request screen.

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/vBxu45hDCk/resources/sLVd0Fm3ht/Five-Star%20Rating%20in%20Request%20Modes%202a.jpg (Five-Star Rating in Request Modes 2a)

(Note: The initial rating, NPS or Stars, only appears on Ultimate and Review request modes.

Question 4

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 (see below)
Social Sharing Settings
Download Social Sharing Images to use in other platforms, ie website, newsletters, emails, etc.

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.

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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.

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 5

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.

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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.

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

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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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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.

Create and Share Social Image
Social Sharing Settings

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 - see below
Create and Share Social Image
Download Social Sharing Images to use in other platforms, ie website, newsletters, emails, etc.

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

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.

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/vBxu45hDCk/resources/VAefHSoO3Y/Text%20Back8%28c%29.png (Text Back8(c).png)

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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 9

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.

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/vBxu45hDCk/resources/AdAQ5kQMlQ/Text%20Back5.png (Text Back5.png)

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.

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/vBxu45hDCk/resources/VAefHSoO3Y/Text%20Back8%28c%29.png (Text Back8(c).png)

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 10

Google Q&A Monitoring

Accepted Answer

Google Q&A was introduced in August 2017. This Google feature allows users and businesses to share questions and answers. These questions and answers appear on a business’s Google Knowledge Panel and Maps page.

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Appearing in both the Google Knowledge Panel for a brand search and the Local Finder for a keyword search in all browsers and in Google Maps for Android ensures the questions and answers are often presented as soon as a potential customer performs a relevant brand search. This is an important communication channel that should not be neglected.

As user-generated content, Google Q&A can impact your online reputation. It is important for any business to be aware and respond to their Google Q&A.

How Does Customer Feedback Centre Leverage Google Q&A?

We offer the ability for businesses to monitor, report and productively engage with the Google Questions & Answers that are appearing on your brand page at Google.

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Here is how Customer Feedback Centre achieves this:

Automatic setup: We will immediately start monitoring your Google Questions & Answers.

Email alerts: Whenever we find a new question or a new answer on any of your locations we will alert you via an email so that you can stay in front of them. We even notify you if the questions you reported to Google have been removed.

Google Question and Answer Dashboard: We will provide the ability to see all of your locations’ question and answers in one place, simply, quickly and easily. You will be able to filter in numerous ways, to just focus on the particular locations or questions of concern.

Multi-location workflow: Staying on top of Questions & Answers is easy with our optimised workflow that allows you to quickly and easily respond to legitimate questions, report those that violate Google’s TOS and indicate to others in your work group that the job has been accomplished.

How can the Google Q&A Report benefit me?

Google Q&A can appear directly on the front page of a Google brand search for every business with at least one question. If the question has at least one thumbs up (an up-vote) then the question can show directly in search. The question with the most up-votes is the one that will show. This can directly enhance your business's reputation with crowd sourced affirmation.

Having questions on the business's Google Knowledge Panel can ease the customer journey. By answering commonly posed questions the business can help potential customers make an informed and immediate decision.

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Using Google Q&A, the business can clearly define what they do and do not offer. Time is saved for the business owner by reducing the number of unqualified customers making contact. Customers, on the other hand, save time by ensuring the potential business meets their needs.

Customer Feedback Centre's Google Q&A feature delivers a powerful new reporting tool to any sized business.

How Do I Setup the Google Q&A Report in Customer Feedback Centre?

Google Q&A is automatically turned on for every Customer Feedback Centre subscription of Pro Plan. To take advantage of the report the business location must currently be monitoring Google reviews in their Online Review Links settings of Customer Feedback Centre.

If you would like more information on enabling Google review monitoring, see our user-guide: Setting up Online Reviews Links.

How Do I Use the Google Q&A Report?

How to access the report: You access the Google Q&A Report by navigating: Reports --> Q&A Report.

If you are unable to access the report see the above section How Do I Setup the Google Q&A Report in Customer Feedback Centre?

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What business locations appear in report?

Your login to Customer Feedback Centre will determine which locations are displayed within the report.

For example, the Google Q&A Report will display just the business locations assigned to a User. In the case of the Account Owner, the Google Q&A Report will display all of their business locations.

How do I look at Google Q&A results for a specific business location, label or status?

You can filter the Google Q&A report by Location, Label or Status allowing you to view only the data you want. You can also use the Search field to find a business, sentiment, or any keyword.

For example, if you wanted to filter by a specific location you would follow these steps:

In the Filter By section click on the Location button.
Check the box(es) for the locations you wish to view.
Click the Filter button at the bottom of the drop-down menu.

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/vBxu45hDCk/resources/NSmV3gGsjJ/Google%20Q%26A5.png (Google Q&A5.png)

Managing with the Open/Close/Reported flag: Click on the Status menu to flag an instance as open, closed, or reported. Here is the most common way the flags are used:

Open: used to flag unanswered questions

Closed: used to flag answered questions

Reported: used to flag Q&A instances that have been reported to Google for removal

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/vBxu45hDCk/resources/hg16reFIYq/Google%20Q%26A6.png (Google Q&A6.png)

How to export your Google Q&A data:

You can download a CSV of your Google Q&A data at anytime by clicking the Download CSV button at the top right of the report.

PLEASE NOTE: Your export file will be affected by any active filters. To export all Google Q&A data be sure to clear all active filters.

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/vBxu45hDCk/resources/B1PHdGLQlM/Google%20Q%26A7.png (Google Q&A7.png)

Can Customer Feedback Centre Notify Me When I Receive New Q&A Activity?

Customer Feedback Centre can send an Alert Notification email when new Google Q&A activity is detected for a business. Alert emails can be sent to the Account Owner, Business Owner, Users or any Additional Alert Recipients you’d like.