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 analyze 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:

Log in to your account
Go to a client (for agencies only) and/or to the specific location for which you want to generate this report. If you only have one location skip this step.
Under Reports, select Smart Insights

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/vBxu45hDCk/resources/Tl5UinSGcR/Smart%20Insights%201.png (Smart Insights 1)

Click Generate Your Insights

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/vBxu45hDCk/resources/F9Q1luyIZh/Smart%20Insights%201%28a%29.png (Smart Insights 1(a))

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.

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/vBxu45hDCk/resources/5crMWddVGw/Smart%20Insights%201%28b%29.png (Smart Insights 1(b))

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.

As stated above, we’d love your feedback on this feature and the insights generated. At the top, click the Send feedback link and fill out the short, two-question survey.

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/vBxu45hDCk/resources/q06xkBdEWu/Smart%20Insights%203.png (Smart Insights 3)

About Smart Insights

Privacy

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.

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/vBxu45hDCk/resources/GFIgVh0cDA/SmartReply%201.png (SmartReply 1)

Pro tip: Filter reviews by “Not replied to”

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

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/vBxu45hDCk/resources/ixxA68YTNK/SmartReply%203.png (SmartReply 3)

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.

Smart Insights

SmartReply

Not many results?