Question 1

To request repeat customer feedback from a customer select one of the following methods:

Manually Send New Feedback Request for Repeat Customer Feedback

Manually send a new feedback request to an existing customer in Customer FeedbackCentre to capture repeat customer feedback. This method can be used at any time, even if the repeat customer feedback threshold has not been met.

To manually send a new feedback request to an existing customer follow these steps:

Log in to your Customer Feedback Centre account.

If you have multiple locations, select the location you would like to send a new feedback request for from the Business Dashboard.

In Customer Activity go to the customer you want to request repeat customer feedback from and click the customer's name or select Manage > View Profile.

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PRO TIP:

In Customer Profile click Send new feedback request to send a new feedback request to the customer. A new feedback entry will be created and any activity received will be recorded.

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Add Repeat Customers to Request Repeat Customer Feedback

To add repeat customers to request repeat customer feedback follow these steps:

Log in to your Customer Feedback Centre account.

If a repeat customer does not meet the Repeat Customer Feedback Threshold they will be identified as a Duplicate customer and will not be imported at this time. All other customers and repeat customers will be imported.

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If a repeat customer is imported within the Repeat Customer Feedback Threshold they will be identified as a Duplicate Customer and not imported.

A new entry is created for each repeat customer in Customer Activity. If your location is set to send requests Automatically a new feedback request will be sent or you can send a request Manually.

New entries for repeat customers added via customer list import allow requests for repeat customer feedback.

Question 3

Reviews Report

Accepted Answer

The Reviews Report was designed to help you compare different elements of your account to understand how one is performing versus another. Each element is represented by a data card with that element’s performance.

Reviews Report Features and Functions
Date range choices as well as custom date range selection
Ability to compare up to 6 elements at one time
Visual charting is produced after you select more than the current element you are in, you can also delete any element, including the location you are in.
You can do any combination of the above: Date range vs. location vs. label vs. brand (brand = one business versus all other businesses in account)
ORDER BY offers ordering by overall rating, reviews in last 30 days, reviews since starting Customer Feedback Centre, rating type (1-5 stars), reviews sources (Google, Yelp, Facebook, etc.)
Ability to save/print to PDF
Report Template. Once you select a specific set of elements to report on you can then SAVE those elements into a “template” you can access in the future with one click. So if you are comparing 3 different date ranges of one location together, you can save it to reuse in the future.

How to access and export the Reviews ReportLog in to your Customer Feedback Centre account.

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A. View online reviews by selected date range
B. Save Reviews Report as a PDF
C. Download CSV of your online reviews

Create a Comparison Reviews Report

Click the Comparison tab.

Date Range of this location: Compare one date range of the data vs. another date range for the location
Location: Compare two different locations
Label: Compare location vs. label
Brand: Compare location vs All locations

Click Add.

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Upon adding a comparison you will see a graph representing comparison data. View comparison data by selecting an Order By: option including:

Rating - 0-5 rating
Reviews - Select Last 30 days or Since Joining
Rating Types - Select a star rating of 1, 2, 3, 4, or 5
Reviews Sources - Select an online review provider such as Google, Facebook, etc.

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Scroll to view Reviews Report summary for both locations.

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Save a Customised Report as a Report Template

Once you select a specific set of elements to report on you can then save those elements into a template you can access in the future with one click.

Report templates you create are yours only unless you check Global template, then anyone with access to the account can select and view that report template.

Click Report Template.

Question 4

Editing TextBack

Accepted Answer

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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Send a message including the selected keyword to activate TextBack. To view your selected keyword, log in to your Customer Feedback Centre account and go to Requests > TextBack for the location you wish to test.

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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 5

Add Tags to 1st-party Reviews

Accepted Answer

To add Tags to 1st-party reviews (direct customer feedback) select one of the following methods:

Manually Add Tags to 1st-party Reviews

Add Tags via Customer List Import

Manually Add Tags to 1st-party Reviews

To manually add Tags to feedback received from a 1st-party review follow these steps:

Log in to your Customer Feedback Centre account.

If you have multiple locations, select the location you would like to tag a review for from the Business Dashboard.

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In Customer Profile go to the Tags: field and type a word or phrase. Click Add or hit enter. You can add multiple tags. Once complete, the tags added to the entry are automatically saved.

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PRO TIP:

Tags added can be viewed in Customer Activity and used to filter entries. Tags can also be used to create a Tag Widget.

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Add Tags via Customer List Import

Tags can be added to a customer list and imported into Customer Feedback Centre. If a customer responds to a request, imported tags will be added to feedback given.

To add tags via a customer list import follow these steps:

Log in to your Customer Feedback Centre account.

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If feedback is received, imported tags are added to a single feedback entry. They will not be added to Repeat Customer Feedback.

To add tags to repeat customer feedback import a customer list including Tags and repeat customers or use Auto-Tagging.

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 7

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?"

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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.

Question 8

Reply to Customer Feedback (1st-party Reviews)

Accepted Answer

Customer Feedback Centre makes it easy to reply to customer feedback.

Respond to feedback from a Customer Profile via Customer Activity

Reply using links in a Customer Feedback Email Notification

You can also choose to respond to feedback:

Publicly (response is displayed in Review Widget)

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.

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

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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 9

Delete a Customer

Accepted Answer

Log in to your Customer Feedback Centre account.

If you have multiple locations, choose the location you would like to delete a customer for from the Business Dashboard.

Click the checkbox next to the customer's name to activate the Delete button. Click Delete.

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You will be asked to confirm the customer(s) to be deleted. If correct, click Delete Customers.

Question 10

Negative Feedback – What should I do?

Accepted Answer

Question:

"I have been been proactively asking customers for feedback after they buy from me or visit. I have lots of happy customers but I just received negative feedback. What should I do now?"

Answer:

Consider this: if you hadn’t asked, you never would have known there was an issue. Now you actually have a chance to talk with this customer and make it right.

This customer may have never come back again, or even worse, may have left you a negative online review on Google or Facebook.

But now, you have a chance to make it right and keep your customer.

In our experience, over 90% of negative feedback results from a simple misunderstanding that can easily be fixed. Customers want to be listened to. They want to know you care and are willing to help them.

So here’s what you should do:

Contact your customer immediately. By phone and email if you can. The system has already asked them “what you could have done” to make things better. Read their comments and connect with them.
Address the issue for the customer if it makes sense. Most of the time just talking it through with the customer will resolve the issue. In some cases, you may want to offer a “token” of appreciation to your customer, like a free starter or meal, some equivalent discount to make them feel special.
Confirm with your customer that everything has been addressed to their satisfaction.

Walking through these steps will usually help you save this customer. And in many cases we’ve seen these customers become some of your most vocal promoters!