Question 1

How to reset a Password

Accepted Answer

Type in your email address

Click Forgot Password

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You will receive an email, please follow the instructions in your email.

> PRO TIP

Please check your SPAM/JUNK folders for the email

Question 2

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 3

Understanding Request Modes

Accepted Answer

Login to the Customer Feedback Centre.

Click on Requests

Click on Request Modes

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.

Ultimate Request Mode

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Ultimate Request Mode is a 3-step process for your customer so that you can quickly capture complete customer experience data for your business including:

Net Promoter Score
Optional Survey Questions
Customer feedback (1st-party review/testimonial)
Reviews on 3rd-party sites (choose 2-4 sites)

Net Promoter Score

The Net Promoter Score is based on a response to this question:

How likely is it that you would recommend (your company/product/service) to a friend or colleague?

Customers select a rating of 0-10 with 0=Not likely and 10=Very likely and fall into one of the following categories:

Promoters (9-10): Likely to buy more, remain a customer for longer and make more positive referrals to other potential customers.

Detractors (0-6): Less likely to have positive buying and referral behaviors

Passives (7-8): Behavior falls between Promoters and Detractors.

The objective of NPS is to predict customer loyalty and claims to be correlated with revenue growth.

Optional Survey Questions

Ask your customer up to 4 additional questions using a 0-10 rating scale to gather more specific information than what the Net Promoter Score provides. It's easy to add optional survey questions to Ultimate Mode.

Customer Feedback (1st-party Review/Testimonial)

You can also use customer feedback as a 1st-party Review/Testimonial. Display these reviews on your website and add valuable schema to impact SEO using available widgets.

Reviews on 3rd-party Sites

Request 3rd-party reviews from your customers. Choose up to 4 sites from over 100 online review sites, such as Google, Facebook and Checkatrade, to include in your request.

A 3-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.
For SMS/Text message requests, customers tap a URL that links them to Step 2 where they select a Net Promoter Score rating.

Step 2: A landing page is served that includes up to four optional survey questions and an open text field to generate customer feedback and 1st-party reviews (testimonials).

Step 3: After submitting feedback, 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.

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.

Direct Request Mode

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Direct Request Mode is a 1-step process to request:

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

Because Direct Mode gives customers direct access to your online review profiles we recommend only businesses with a known NPS over 80 consider using Direct Mode.

1-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 an online review profile to then leave a review.
For SMS/Text message requests, customers tap a URL that links them to the landing page where they can select an online review profile and leave a review.

Question 4

Trouble Installing the WordPress Plugin

Accepted Answer

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:

PRO TIP:

Question 5

Updating a Customers Information in Customer Feedback Centre

Accepted Answer

Log in to your Customer Feedback Centre account

Click on the Customers name

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You can edit the customers name and email. However, review and feedback content as well as the star rating cannot be edited to assure the integrity of Customer Feedback Centre itself.

Question 6

HIPAA Compliance

Accepted Answer

HIPAA Compliance

Is the Customer Feedback Centre HIPAA compliant?

Yes. All communications in the Customer Feedback Centre is protected with 128-bit SSL encryption. We take HIPAA compliant measures to appropriately safeguard PHI (Protected Health Information).

What patient information does the Customer Feedback Centre store?

For a doctor or health professional that uses the Customer Feedback Centre, the only information present in the system for clients is:

First name

Will the Customer Feedback Centre provide a BAA (Business Associate Agreement)?

The Customer Feedback Centre will provide a BAA (Business Associate Agreement) to paying customers upon request. Please email: support@customerfeedbackcentre.co.uk.

Does the Customer Feedback Centre allow patients (customers) to opt-out from using their feedback as review?

Every feedback request form contains a checkbox allowing the customer to opt-in or out.

Does the Customer Feedback Centre allow patients (customers) to unsubscribe?

Yes. Every email communication includes an unsubscribe link.

Does the Customer Feedback Centre transmit data securely?

Yes. All data is transmitted via HTTPS.

Do reviews received show on the Review Widget automatically?

We offer the ability to review all feedback received and approve only selected feedback to be shown on the Review Widget.

Where can I download a blank BAA?

Please click the download link below for the PDF.

Download Blank BAA

Question 7

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.

Question 8

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:

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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 9

Import Customer List for Multiple Locations

Accepted Answer

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 10

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: