Question 1

Instagram Authorisation

Accepted Answer

Before you begin...

Users

To post to your Instagram account directly from Customer Feedback Centre, you will need to authorise the account first. Because Instagram Authorisation is at the user level, each user that wishes to post directly to Instagram will need to complete this step. The Instagram account on which you would like to post must be connected to the Facebook account that is authorised in Customer Feedback Centre.

To complete Instagram Authorisation for Customer Feedback Centre, follow these steps:

Log in to your Customer Feedback Centre account.
Go to Publish > Social Sharing in the left-hand navigation bar.

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Click Connect on the line for Instagram.

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You will arrive at the Authorisation Settings page. Click “Log in with Facebook”. Log in or verify your identity to continue.

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Review the permissions granted to Customer Feedback Centre. Click Done.

You have now linked Customer Feedback Centre to Instagram via Facebook to successfully complete Instagram Authorisation. Click OK.

When the Facebook Authorisation set-up wizard has been completed, you will be returned to Customer Feedback Centre to view a summary. Review and click Done.

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If you have added a location to your account and wish to complete Facebook Authorisation for the new location, repeat the process.

Question 2

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

Question 3

Review Mode

Accepted Answer

Login to the Customer Feedback Centre.

Click on Requests

Click on Request Mode

Click on Review Request Mode

Customer Feedback Centre offers three Request Modes to easily capture feedback and reviews from your customers. This guide explains the capabilities of each request mode so you can understand which one is right for your business.

Review Request Mode

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Review Request Mode is a 2-step process to request:

Net Promoter Score
Reviews on 3rd-party sites (choose 2-4 sites)

2-Step Process for your Customer

Step 1: Send a feedback request to your customer via email or SMS/text message.

For email requests, customers select a Net Promoter Score rating in the email that links them to Step 2.

Step 2: After selecting an NPS rating, customers are served a page that includes links to selected 3rd-party review sites. As a result of the rating received, a positive or negative page version is served.

Question 4

Negative Online Review – What should I do?

Accepted Answer

Question:

"I addressed a negative complaint from a feedback form and still received a negative online review. What should I do now?"

Answer:

Call the customer - an email may not be enough or not be read.

After solving the issue that triggered the negative review ask the customer if they are willing to revise their review.

Question 5

Setting up Online Reviews Links

Accepted Answer

Set up Online Review Links to select profiles you wish to monitor and request reviews to.

Log in to your Customer Feedback Centre account.
If you have multiple locations, select the location you wish to edit or add Online Review Links for from the Business Dashboard.
From the menu, go to Settings > Online Review Links to add or edit profiles. Here you can:

Use the drop-down to select sites you wish to monitor or request reviews on. Click Add additional profiles to include.
Ask for reviews on a profile by checking the box for Ask for reviews on this profile URL.
Monitor reviews on a profile by checking the box for Monitor online reviews on this profile URL.
Drag and Drop profiles to arrange the order of sites as they appear in your request.

Question 6

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.

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Enter your reply under Review Response and click Submit.

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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.

To import customers to multiple locations follow these steps:

Log in to your Customer Feedback Centre account.

From the Business Dashboard go to Requests > Import Customers.

In the modal select Upload for multiple locations and click Continue.

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In Import Customers: Multiple Locations 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:

Business ID
First name
Last name
Email address OR mobile phone (if including Mobile Number, we recommend including the country code ie, +44....)

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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)
First Name
Last Name
Email
Mobile
Job ID
Custom ID
Preference
Tags
BusinessId
ExtraField

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:

PRO TIP:

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

Question 8

Success Report

Accepted Answer

The Success Report brings together all of your review data, for all locations in your account, into one report including:

Net Promoter Score®
1st-party reviews
3rd-party reviews
Survey Questions Ratings
Individual review details for 1st and 3rd-party reviews
To access the Success Report follow these steps.

Log in to your Customer Feedback Centre account.

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To filter data, click Filter. Select one or multiple filters and click Apply. Filter options include:

Locations, Labels, or Super Groups
Review Sites
Tags
Rating Type

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You can adjust the Date Range and click to Save as PDF.

Question 9

QR Code (Unique Code with URL)

Accepted Answer

Log in to your Customer Feedback Centre account.

We've created a QR code out of the Feedback URL for easy use and implementation. This feature is now available at the location level within Feedback Settings.

The "Feedback URL" is unique to your location and can be added to websites, posted to social media, email signatures, email newsletters, existing survey forms as well as printed media, invoices, bills, tabs, receipts, and business cards. It does not require you to know the customers email or name.

To access the QR code:##

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Simply Download the QR Code and add where applicable to generate more reviews with a modern tool customers will understand.

Question 10

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.

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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.