Question 1

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 2

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 3

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 4

How to edit My Profile

Accepted Answer

Log in to your Customer Feedback Centre account.

UPLOAD MY PROFILE PHOTO

Click the person icon or your name in the top right hand corner

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Click on My Profile

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Click on upload photo

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Select your photo from your computer

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Click save profile changes

HOW TO ADD A SIGNATURE

Click the person icon or your name in the top right hand corner

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Click on My Profile

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/vBxu45hDCk/resources/xyEg4dfedC/How%20to%20edit%20My%20Profile%202-a.jpg (How to edit My Profile 2-a)

Click inside reply signature box

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Add wording

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/vBxu45hDCk/resources/MqQorH1eXb/How%20to%20edit%20My%20Profile%205-a.jpg (How to edit My Profile 5-a)

Click save profile changes

Question 5

Optimised Templates and Default Content

Accepted Answer

Templates for Email Requests and landing pages in all Request Modes are optimised for the consumer mobile experience including:

Ultimate Mode Default Content
Review Mode Default Content
Direct Mode Default Content
Automatic Logo Height/Width
Reduced vertical spacing
Auto-scrolling

Ultimate Mode Default Content

The default content for Ultimate Mode is concise to direct a customer to take action.

To edit content go to Requests > Request Modes and click Edit for the email or landing page you wish to edit content for.

Use the following default content for Ultimate Mode at your convenience:

Feedback Request

Subject:

Can you help?

In Customer Feedback Centre, highlight and right-click to insert [hook]

Body:

Thank you for using our services here at [business name].

First Reminder Email - Feedback Request

Subject:

We’d love to get your feedback!

Body:

Your satisfaction is important to us [customer first name*]. Please answer a couple of questions about your experience.

In Customer Feedback Centre, highlight and right-click to insert [hook]

Second Reminder Email - Feedback Request

Subject:

Your honest feedback please

In Customer Feedback Centre, highlight and right-click to insert [hook]

Body:

We wanted to make one last attempt to get your feedback. It will take just a minute to answer a few important questions. Thanks!

Feedback Landing Page

Body:

We have just a couple more questions to help us understand if we met your expectations.

Thank you, please leave an online review.

1st Positive Email - Review Request

Subject:

One last favour

Body:

Thanks for your feedback [customer first name*]. We'd love it if you took another minute to post an online review.

In Customer Feedback Centre, highlight and right-click to insert [hook]

2nd Positive Email - Review Request

Subject:

Share your online review!

Body:

We'd love it if you wrote an online review to share your experience, it really matters to us. Thanks!

Negative Landing Page - Apology

Body 1:

We’re sorry

Body 2:

We appreciate your feedback and when it’s not outstanding we want to follow up and see what we could have done better. We will reach out to address your feedback.

Please share any additional details of your experience so that we can follow-up with you.

Direct Negative Feedback Page

Body 1:

Please tell us more.

Body 2:

Please share any additional details of your experience so we can follow-up with you.

Direct Negative Feedback - Submission Confirmation

Body 1:

Thank you!

Body 2:

We appreciate you taking the time to leave us your feedback. We will review it as quickly as possible and follow-up with you.

Negative Email - Apology

Subject:

We’re sorry

Body:

Dear [customer first name*],

Your time and feedback are greatly appreciated. We are very sorry to learn that your experience with us did not meet your expectations.

We will be following up with you so we can better understand what happened and how to be of help.

Sincerely,

[your name*]

In Customer Feedback Centre, highlight and right-click to insert [hook]

Review Mode Default Content

The default content for Review Mode feedback templates is concise to direct a customer to take action.

To edit content go to Requests > Request Modes and click Edit for the email or landing page you wish to edit content for.

Use the following default content for Review Mode at your convenience:

Feedback Request

Subject:

Can you help?

In Customer Feedback Centre, highlight and right-click to insert [hook]

Body:

Please tell us about your experience.

First Reminder Email - Feedback Request

Subject:

We’d love to get your feedback!

Body:

Your satisfaction is important to us [customer first name*]. Please tell us about your experience.

In Customer Feedback Centre, highlight and right-click to insert [hook]

Second Reminder Email - Feedback Request

Subject:

Your honest feedback please

In Customer Feedback Centre, highlight and right-click to insert [hook]

Body:

We wanted to make one last attempt to get your feedback. It will take just a minute. Thanks!

Positive Landing Page - Review Request

Body 1:

Thank you, please leave an online review.

Body 2:

If you prefer to share your feedack directly with us, please click below.

1st Positive Email - Review Request

Subject:

One last favour

Body:

Thanks for your feedback [customer first name*]. We'd love it if you took another minute to post an online review.

In Customer Feedback Centre, highlight and right-click to insert [hook]

2nd Positive Email - Review Request

Subject:

Share your experience!

Body:

We'd love it if you wrote an online review to share your experience, it really matters to us. Thanks!

Negative Landing Page - Apology

Body:

We're sorry...

We appreciate your feedback and when it’s not outstanding we want to follow up and see what we could have done better. We will reach out to address your feedback.

Please share any additional details of your experience so that we can follow-up with you.

Direct Negative Feedback Page

Body:

Please tell us more.

Please share any additional details of your experience so we can follow-up with you.

Direct Negative - Feedback Submission Confirmation

Body:

Thank you!

We appreciate you taking the time to leave us your feedback. We will review it as quickly as possible and follow-up with you.

Negative Email Apology

Subject:

We're sorry

Body:

Dear [customer first name*],

Your time and feedback are greatly appreciated. We are very sorry to learn that your experience with us did not meet your expectations.

We will be following up with you so we can better understand what happened and how to be of help.

Sincerely,

[your name*]

In Customer Feedback Centre, highlight and right-click to insert [hook]

Direct Mode Default Content

The default content for feedback templates is concise to direct a customer to take action.

To edit content go to Requests > Request Modes and click Edit for the email or landing page you wish to edit content for.

Use the following default content for Ultimate Mode at your convenience:

Review Request

Subject:

Hi [customer first name*], we'd love a review

In Customer Feedback Centre, highlight and right-click to insert [hook]

Body 1:

We'd love it if you wrote an online review to share your experience. Thanks!

If you prefer to share your feedack directly with us, please click below.

First Reminder Email - Review Request

Subject:

We have a favour to ask

In Customer Feedback Centre, highlight and right-click to insert [hook]

Body 1:

Will you share your experience by writing a review? It's important to us. Thank you!

Body 2:

If you prefer to share your feedack directly with us, please click below.

Second Reminder Email - Review Request

Subject:

Share your review online!

Body 1:

We'd love it if you wrote a review to tell others about your experience. It really matters to us. Thanks!

Body 2:

If you prefer to share your feedack directly with us, please click below.

Private Feedback Landing Page

Body 1:

Please share more about your experience.

Body 2:

How did you feel about your experience with us?

Positive Landing Page - Review Request

Body 1:

Thank you!

Body 2:

Please leave an online review.

1st Positive Email - Review Request

Subject:

One last favour

Body 1:

Thanks for your feedback [customer first name*]. Would you take another minute to post a review?

In Customer Feedback Centre, highlight and right-click to insert [hook]

Body 2:

It’s so valuable to our business and helping others find us.

Thank you in advance,

[your name*]

In Customer feedback Centre, highlight and right-click to insert [hook]

Negative Landing Page - Apology

Body 1:

We’re sorry …

Body 2:

We appreciate your feedback and when it’s not outstanding we want to follow up to see what we could have done better. We will reach out to address your feedback.

Please share any additional details of your experience so that we can follow-up with you.

Direct Negative Feedback Page

Body 1:

Please tell us more.

Body 2:

Please share any additional details of your experience so we can follow-up with you.

Direct Negative Feedback - Submission Confirmation

Body 1:

Thank you!

Body 1:

We appreciate you taking the time to leave us your feedback. We will review it as quickly as possible and follow-up with you.

Negative Email Apology

Subject:

We're sorry

Body 1:

Dear [customer first name*], your time and feedback are greatly appreciated. We are very sorry to learn that your experience with us did not meet your expectations.

We will be following up with you so we can better understand what happened and how to be of help.

Sincerely,

[your name*]

In Customer Feedback Centre, highlight and right-click to insert [hook]

Automatic Logo Height/Width

Uploaded images are automatically resized proportionately to a maximum width of 240px OR height of 130px to ensure your brandmark is appropriately displayed.

Vertical logos are automatically resized to a maximum height of 130 px

Question 6

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.

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/vBxu45hDCk/resources/uExzIdPUCA/Tags.png (Tags.png)

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 7

Customer Activity Overview

Accepted Answer

Customer Activity displays account details and metrics as well as activity, ratings, and reviews for both 1st and 3rd-party reviews. Available tools help you take action on feedback from a single screen.

Log in Customer Feedback Centre.

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Details and metrics include:

NPS/Rating

Tools include:

Filter

NPS/Rating

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Using Ultimate or Review Mode, you can request a Net Promoter Score® (NPS) from your customers. The total NPS Score is displayed at the top of Customer Activity. Individual scores received are listed in Recent Activity under NPS/Rating. Click the column header to sort by NPS/Rating.

If data is filtered, results reflect the filtered data.

Request Mode and Communication Method

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Request Mode displays the selected Request Mode for a location. The current Communication Method is also displayed and can be updated to send requests automatically or manually.

If data is filtered, results reflect the filtered data.

Monthly Requests

Monthly Requests shows the number of requests used to date and the total number of requests available per month. To adjust the total number of requests available update your subscription plan.

If data is filtered, results reflect the filtered data.

Customer Profiles

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Customer Profiles displays the total number of customer profiles.

If data is filtered, results reflect the filtered data.

Feedback

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View feedback received from 1st- and 3rd-party reviews under Feedback in Customer Activity.

Feedback displays content received from a customer for both 1st and 3rd-party reviews if available.

To view the Feedback History for a 1st-party review click the customer's name or go to Manage > View Profile for the entry you wish to view.

Status

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The Status column in Customer Activity displays the status of each entry by most recent activity.

1st-party Review Statuses

Request sent - A request (Email or SMS) has been sent but the customer has not taken action

Opened - no feedback - The customer opened the request but has not taken action

Rating received - The customer has given only a Net Promoter Score® but did not provide written review content

First Positive Reminder Sent - A customer has given a positive Net Promoter Score® and has received a reminder email asking for a 3rd-party review

Second Positive Reminder Sent - A customer has given a positive Net Promoter Score® and has received a second reminder email asking for a 3rd-party review

Review received - The customer has given both a Net Promoter Score® and a 1st-party review

Click to review site - The customer has clicked a selected 3rd-party online review site (such as Google, Facebook, or Trip Advisor) displayed in the request

Unsubscribed - The customer unsubscribed from Email Requests

3rd-party Review Statuses

Review received - A customer rated your business and provided a 3rd-party review on an online review site you monitor (such as Google, Facebook, or Trip Advisor)

Source

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The Source column in Customer Activity displays the method of communication or entry for a customer and is available for 1st-party reviews only.

Source displays an icon that represents how the business interacted with a customer or how a customer interacted with your business. The Source column is only populated for 1st-party reviews and can display the following icons:

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

Filter

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/vBxu45hDCk/resources/na9SDviird/Customer%20Acticity-9.png (Customer Acticity-9.png)

The Filter in Customer Activity can be used to sort entries.

Customer Activity offers a powerful filter to assist in managing reviews. Over 25 selects are available across 4 categories including:

Location(s)

Rating Type

All Requests

Add Customer

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Add a customer directly from Customer Activity using + Add Customer.

Easily add a customer in Customer Activity using + Add Customer.

For a single location, click + Add Customer in Customer Activity to enter information and add a customer.

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Click + Add Customer in Customer Activity and enter information to add a customer.

If you have multiple locations but do not select a location in Business Dashboard, you will be asked to select a location before adding a customer when you use + Add Customer in Customer Activity.

If no location is selected you will first need to select a location when using + Add Customer in Customer Activity.

Search

Search can be used to find a customer by name, email, or phone number, job ID, or custom ID. You can also search for phrases or exact terms in review content:

I love it - results include searched phrase

Export

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Export allows you to export data in Customer Activity to a .csv or .pdf. If you have used Filter, Order by, Date Range and/or sorted by column header Export will create a .pdf or .csv of entries exactly as they are represented in Customer Activity.

Filtered 1st-Party Reviews

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Sample .pdf export showing entries in Customer Activity filtered for 1st-party reviews.

Select Customer

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Select single or multiple customers (1st-party reviews) to enable Delete and Send Feedback Request buttons

Select customers (1st-party reviews) in Customer Activity to enable Delete and Send Feedback Request buttons. Click the box in the title row to select all 1st-party entries on the page.

Manage Auto-Tagging

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Click manage Auto-Tagging in Customer Activity to edit an existing tag or create a new one.

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Manage

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Each entry in Customer Activity includes a Manage button. This button reveals a selection of actions unique to 1st and 3rd-party reviews.

Manage for 1st-party reviews includes:

View Profile

Show in Widget ON/OFF

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Replied

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First-party and Google reviews that have been replied to will be tagged with Replied in Customer Activity.

Click Replied for a 1st-party review to be taken to Feedback History in the Customer Profile to review Response History, send a message, or delete a public response.

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Click the Replied tag for a 1st-party review in Customer Activity to view Response History in Customer Profile.

Click Replied for a Google review to review, edit, or delete the response.

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Click the Replied tag for a Google review in Customer Activity to review, edit, or delete response.