Question 1

Import Customer List for a Single Location

Accepted Answer

To import a customer list for a single location follow these steps.

Log in to your Customer Feedback Centre account.

If you have multiple locations, select the location you would like to upload a customer list for from the Business Dashboard.

From the menu go to Requests > Import Customers.

In Import Customer List click Choose File to select your file and click Open. File must be .xls, .xlsx, or .csv file format, 3MB or less, and required fields include:

First name

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When opened, the system will work to map columns found in your file to available fields in Customer Feedback Centre including:

Nothing (skip)

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Review the Belongs to: for each column found and adjust as needed. When completed, click Finish Adding Subscribers or cancel the import.

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Once your list has been uploaded and assigned, click Finish Adding Subscribers. Review the Importing Customers - Result and make note of any issues.

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Imported Customers - Customers successfully added via the upload.

Duplicate Customers - Customers not imported because they already exist in the platform and/or have not met the Repeat Customer Feedback threshold.

Invalid Customers - Customers not imported because data was missing or incorrect. Likely data issues include:

Customer Feedback Centre will check for duplicate email addresses in your list – only the first occurrence will be imported.

Repeat customers will be uploaded if the Repeat Customer Feedback threshold has been met.

Click Close to be taken back to Customer Activity. New customers are now added.

Question 2

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 3

Add the Tag Widget to a WordPress Site

Accepted Answer

If you have completed setting up the Review Widget and installed the WordPress plugin follow these steps to add the Tag Widget to your WordPress website.

Log in to your Customer Feedback Centre account.

If you have multiple locations, select the location you would like to access the Tag Widget embed code for from the Business Dashboard.

From the menu go to Publish > Tag Widget and click Get Embed Code to copy the embed code.

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Login to your WordPress site and go to Settings > Customer Feedback Centre Widget.

Enter a title or name for your widget and paste the embed code into Step 1 - Obtaining a new or additional Embed Code. Click Click to Save Review Code >>.

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You will have created a shortcode shown under My Existing Customer Feedback Centre Embed Shortcodes: to use to place the Tag Widget on a page of your WordPress website. Using your cursor, select and copy the shortcode.

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Go to the page of your WordPress site you want to add the Tag Widget to and paste the shortcode into a paragraph or other appropriate module. Preview and publish the page. The Tag Widget has been successfully added to your web page.

PRO TIP:

Question 4

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.

Question 5

Understand Source Icons in Customer Activity

Accepted Answer

Log in to Customer Feedback Centre.

Customer Activity displays all ratings and reviews received from customers as well as any activity in your account and is organiaed by customer.

The Source column for each customer displays an icon that represents how the customer was added to Customer Feedback Centre or how they interacted with your business.

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Email Request - a request will be sent via email or the customer has responded to an email request

SMS Request - a request will be sent via text message or the customer has responded to an SMS request
TextBack - a customer has been added and feedback received via TextBack
Feedback Locator - a customer has been added and feedback received via the Feedback Locator
Feedback URL - a customer has been added and feedback received via the Feedback URL

Kiosk Mode - a customer has been added and feedback received via Kiosk Mode

Question 6

Net Promoter Score® (NPS)

Accepted Answer

Net Promoter Score® measures customer experience, predicts business growth, and is calculated based on responses to a single question:

"How likely is it that you would recommend our company to a friend or colleague?"

The customer answers this question by selecting a number on a 0-10 point scale, with 10 being very likely to refer you and 0 being not likely at all.

To calculate NPS, responses are assigned to a category and used to solve for NPS.

9 or 10 = Promoters (likely to buy more, remain a customer, positively refer others)
7 or 8 = Passives
0-6= Detractors (likely to share a negative referral)
NPS = Promoters % of total - Detractors % of total

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In this example, 100 customers were surveyed and the number of responses for each rating is totaled.

To find Promoters % of total:

To find Detractors % of total:

To find** NPS:**

NPS performance varies across industries but generally the following applies:

-100 (every responder is a "detractor") to -1 = Poor

Question 7

Google Business Profile Authorisation

Accepted Answer

Authorise your Google Business Profile account from within Customer Feedback Centre to be able to reply directly to Google reviews from Customer Activity, Success Report, and Reviews Report.

Alert:

Create Google Business Profile Authorisation for Customer Feedback Centre

To authorise your Google Business Profile account in Customer Feedback Centre, follow these steps:

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Click +Add Authorisation.

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Select your Google account.

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Click Allow to give permission to Customer Feedback Centre to access the account. You can revoke permission at any time.

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Click Close to exit the Success screen. You will see a label, Authorised, followed by the number of accounts and any issues. Select View Details for more information.

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If someone else has the authorisations, then they can do this on your behalf by becoming a user inside your dashboard.

Just send us the following information so we can add them for you:

First Name
Last Name
Email address

Question 8

Review “Gating” and Google’s Terms Of Service For Review Requests

Accepted Answer

On April 12th, 2018 Google updated their terms of service (TOS) to include the following language.

“Don’t discourage or prohibit negative reviews or selectively solicit positive reviews from customers.”

This update to their TOS is rooted to the practicing of “review gating”, where your review process keeps unhappy customers from writing online reviews on Google while allowing happy customers access. Review generation services have used many ways to gate consumers including thumbs up or down, 5 star ratings and Net Promoter Score.

Google is simply after all customers having the same experience when being asking for an online review. (Note that Trip Advisor also has this same item in their TOS)

Is Customer Feedback Centre in compliance with this “gating” guideline from Google?

Yes. All three of our modes (Ultimate Mode, Review Mode and Direct Mode) are in compliance. While our Ultimate and Review Modes capture Net Promoter Score in the first step with the consumer, they are not “gated” from the review links. Consumers are presented with the online review links no matter how they rate the Net Promoter Score question, but we do use NPS to personalise the process to the consumers happy or unhappy indication.

Our team directly met with the Google My Business team and received approval for our Request Modes according to Google’s guidelines.

Below is the new "Negative Landing Page" that meets Google's TOS and still offers the opportunity for unhappy customers to talk directly to you. The Positive Landing Page is unaffected by this TOS update. Our sample image is annotated with descriptions of each updated item below for the Negative flow.

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Specific details for the negative landing page and flow

Google's update calls for all customers to have the same experience, that means the same steps or features in the unhappy customer process as noted above. Our default setting is customers rating you a 0-6 would get the Negative flow, but you can change this setting as you wish.

Your Negative Landing Page will have personalised content. Our stock content has an apology and request to obtain more direct feedback. This personalisation of content is OK with Google, and is not "gating".
A "Direct Feedback" button for unhappy customers will appear above the Online Review Sites. When a customer clicks this button they will be taken to an additional open text field to capture private feedback from them to you. Once they submit that form, the process is over for them.
Online Review sites appear on the Negative Landing Page, just the same as the Positive Landing Page. This is the Google TOS requirement.

Additional request mode options

In addition to the items we have called out above, please note the following feature additions to your modes and steps in each mode.

The ability to turn copy/paste functionality ON or OFF. If you turn it ON, it will appear in both Positive and Negative landing pages, the same for OFF (both pages). This is to ensure the "same experience" required by Google's TOS update.

Question 9

How to install the WordPress Plugin

Accepted Answer

Login to the Customer Feedback Centre

Navigate to the black panel on the left hand side, click on Publish; click on Review Widget

Select the Layout you would like: Vertical; Horizontal or Full page

Now please follow the below step by step video on how to install the WordPress Customer Feedback Centre testimonial widget:

PRO TIP:

Trouble Installing The Plugin:

If you don't want to use our plugin, or you're having trouble with the code displaying then you could have a conflicit on your website through either the WordPress theme, another plugin, or the hosting environment interfering when the page is loaded. That will need to be investigated by the developer of the website or theme/plugin/hosting support.

So another option that might be worth trying is to add the embed code to the page, without using our plugin to generate a shortcode first. The new editor in WordPress allows for adding modules to a page such as "code" which can accept our embed code. However, once you put the embed code into the Code module, you'll need to take one additional step to change the module to "Preformatted". We're recorded a quick video of this method on our test site:

Question 10

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.

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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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