Question 1

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 2

User Roles and Permissions

Accepted Answer

User Roles

To view User Roles:

Log in to your Customer Feedback Centre account.

In the upper right corner, go to User Name > User Management. Then, click the User you wish to view, click Edit Profile.

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/vBxu45hDCk/resources/suDrEzg8nY/User%20Roles%202.jpg (User Roles 2)

Go to the User Role you wish to customise and click Actions to expand.

You will see what Role this user currently has.

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/vBxu45hDCk/resources/fngjLUEMGA/User%20Roles%203.jpg (User Roles 3)

To change a User's role, just select from the drop down list.

Click Save Profile Changes

PLEASE NOTE:

To decide which roles is best for your users, see below:

Manager

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/vBxu45hDCk/resources/v07grNZH2k/User%20Roles%20Manager%204%20v2.jpg (User Roles Manager 4 v2)

Team

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/vBxu45hDCk/resources/jgLju3xMfh/User%20Roles%20Team%205%20%28a%29.jpg (User Roles Team 5 (a))

Contributor

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/vBxu45hDCk/resources/pVKNjcyyyX/User%20Roles%20Contributor%206.jpg (User Roles Contributor 6)

Read Only

Question 3

User Management

Accepted Answer

Log in to your Customer Feedback Centre account.

User Management allows you to easily manage all users from a single screen and is available from the user menu and can only be accessed by users who are Managers.

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/vBxu45hDCk/resources/CUQkggBqB1/User%20Management%201.jpg (User Management 1)

You can add or delete users and select a user to edit via User Management. Search for a specific user by name or filter users by location and role to quickly access the results you need.

Add User
Delete User
Edit User

Add User

To add a user to Customer Feedback Centre, follow these steps:
Log in to your Customer Feedback Centre account.
In the upper right corner, go to User Name > User Management. Then, click the Add User button.

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/vBxu45hDCk/resources/g8XJV5dt8f/User%20Management%202.jpg (User Management 2)

Enter user details including name and email, select a user role , and assign locations. Click Create New User when finish

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/vBxu45hDCk/resources/yb8L8Kt1Ej/User%20Management%203%28a%29.jpg (User Management 3(a))

An account verification email will be sent to the user including an activation link and password.

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/vBxu45hDCk/resources/dJifZiIQ6r/User%20Management%206.jpg (User Management 6)

Delete User

To delete a user from Customer Feedback Centre, follow these steps:

You must be the Account Manager to delete a user.

Log in to your Customer Feedback Centre account.

In the upper right corner, go to User Name > User Management. Then, select a user(s), click the Delete User button, and click OK to delete user(s).

Edit User

To edit a user in Customer Feedback Centre, follow these steps:

You must be the Account Manager to edit a user.

Log in to your Customer Feedback Centre account.

In the upper right corner, go to User Name > User Management. Find the user you wish to edit then click Actions > Edit Profile.

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/vBxu45hDCk/resources/CO6A1tEDHk/User%20Management%205.jpg (User Management 5)

Edit general information, user role, and assigned locations as needed and click Save Profile Changes.

For more information on User Roles and Permissions.