Question 1

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”

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/vBxu45hDCk/resources/FM1JoCsTLv/SmartReply%202.png (SmartReply 2)

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.

Question 2

Reply to Facebook Recommendations

Accepted Answer

Once you have completed Facebook Authorisation you can reply to, edit, or delete replies to your Facebook Recommendations in Customer Activity. You can also respond to reviews via the Reviews Report and Success Report.

To reply to a Facebook Recommendation from within Customer Feedback Centre, follow these steps:

Log in to your Customer Feedback Centre account.

Complete Facebook Authorisation to enable the ability to reply to Facebook Recommendations via Customer Feedback Centre.

In Customer Activity, go to the Facebook Recommendation you wish to respond to. Click Manage, Select Edit and select Reply.

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/vBxu45hDCk/resources/OawDa6kKkT/Reply%20back%20to%20Facebook%28a%29.png (Reply back to Facebook(a))

Enter your reply under Review Response and click Submit.

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/vBxu45hDCk/resources/je22QGdsMe/Reply%20back%20to%20Facebook%20-2.png (Reply back to Facebook -2.png)

The reply will be posted publicly to Facebook and automatically be displayed in the Review Widget.

To view, edit, or delete a reply, go to the selected recommendation in Customer Activity and click the Replied tag or Manage > Edit.

Respond via Customer Activity

To respond to customer feedback via Customer Activity complete the following steps.

Log in to your Customer Feedback Centre account.

If you have multiple locations, select the location you would like to reply to 1st-party reviews for from the Business Dashboard.

In Customer Activity, click Manage and select Respond for the entry you wish to reply to.

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/vBxu45hDCk/resources/KdDqd3pAQ5/Reply%20back%20to%20feedback%20-2.png (Reply back to feedback -2.png)

You are now in the Customer Profile and can choose to Publicly Respond or Privately Respond to the selected content.

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/vBxu45hDCk/resources/bh6MhnawhR/Reply%20back%20to%20feedback%20-3.png (Reply back to feedback -3.png)

Reply via Customer Feedback Email Notification

Easily reply to customer feedback from the Customer Feedback Email Notification. Click Respond Privately or Respond Publicly to be directed to the customer's profile and complete your reply.

Question 4

Positive Feedback – What should I do?

Accepted Answer

Question:

"I’ve been asking customers for feedback, and it is starting to roll in. Some of the responses are really uplifting - I didn’t even know your customers felt that way! But what should you do when you receive it?"

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/vBxu45hDCk/resources/jujRRymCM3/Reply%20back%20to%20feedback.png (Reply back to feedback.png)

Answer:

One of the great things about proactively asking for and tracking feedback is that it helps you identify your best, happiest customers. Many times, these people are your best advocates - and they are telling their family and friends about you.

The value of these customers is unlimited - not only will they come back to you time and time again with new business, they will also recommend you to others!

By using Customer Feedback Centre an automated customisable "Thank You" email will have already gone out to the customer, but it is a good idea to identify your most loyal customers and make sure they know you appreciate them.

Here are a few suggestions on what you could do for them in addition to having Customer Feedback Centre send out a Thank You email:

1- Send them a hand-written thank you note

2- Send them a discount or a coupon

3- Invite them to a special event

4- Ask them to vote on a favorite charity and make a donation

5- Ask if they would be willing to be profiled

If the customer left you a positive "Online Review" make sure to comment on the review with a personal "Thank you" if the online review platform allows you to do so.

SmartReply

Reply to Facebook Recommendations

Reply to Customer Feedback (1st-party Reviews)

Positive Feedback – What should I do?