Training Guide · holding the “trl” button, click on the “F” key on your keyboard. You will see a popup on your screen with the word “Find”. Type your word into the box

Feedback System - Complaint Management - Review Booster

Training Guide

© All Rights Reserved

www.DealerProfitPros.com 1

http://www.dealerprofitpros.com/


Here is a tip for finding topics in a document using the “word find” feature. Let’s say you know something is in the following guide but you don’t see it listed in the Table of Contents. Here is what you do: Hold down the “Ctrl” button near the bottom left on your keyboard. While holding the “Ctrl” button, click on the “F” key on your keyboard. You will see a popup on your screen with the word “Find”. Type your word into the box and the system will find that word in seconds.

While viewing the Table of Contents -- Click on a topic and you will be taken directly to that page in the guide. The number of pages may seem overwhelming. We designed this guide to be easy-to-follow. We only put one instruction on each page -- which adds to the number of pages but makes it very simple to understand.


Quick Start

The complete Table of Contents starts on the next page. To get started quickly, the most important topics to know are below. Click on a topic to be taken directly to that page:

• Account Activation and Login

• Adding a Customer to Our System

• Importing Multiple Customers From a List

• Showing Reviews on a Website


TABLE OF CONTENTS

Click on a topic and you will be taken directly to that page in the guide.

THE BASICS 9

Account Activation and Login 10

Updating the Account Owner Information 16

Adding the First Business 19

Adding Additional Locations 25

Updating the Business Details for an Individual Business 29

Setting or Changing the Organization Type 32

Adding a Customer to Our System 38

Importing Multiple Customers From a List 44

How are Duplicate Customers Handled During an Import 51

Deleting a Customer in Our System 53

Updating a Customer’s Information in Our System 56

Exporting all Data and Reviews in Our System For an Individual Business 61

Retrieving Negative Feedback Details 64

Is Our System Secure? 68

Security Alert – Windows XP and Internet Explorer 71

TABLE OF CONTENTS - 2

THE SETTINGS MENU 75

Setting Up Online Reviews Links 76

Hide/Show Descriptive Text Next to Online Review Links 82

Feedback Request Email Customization Overview 85

Feedback Page Customization Overview 87

Editing Email Templates 89

Editing the Positive and Negative Feedback Page 96

Sending Test Emails 102

Changing the “From” Email Address 106

Adding a Company Logo to the Email Header 111

Replacing the Google Map With a Logo or Image 115

Adding a Feedback Page Banner 119

Editing the Tagline on the Feedback Page 123

Adding Review and Social Links to the Thank You Email 127

Creating Unlimited Free Email Addresses 132

Changing the Business Owner First and Last Name 135

Choosing the “Feedback Request Alert” Recipients 138

Setting the Threshold for Negative and Positive Feedback 142


THE SETTINGS MENU - 2

Customer Phone Number Entry Field 145

Asking Only for Rating versus Feedback “and” Rating 149

Communication Method (Automatic versus Manual) 152

Setting the Number of Emails Sent Per Day 155

How Long Does it Take Until Emails Get Sent? 160

Repeat Business With a Customer 163

Google Reviews Tab Direct URL 165

Setting or Changing the Organization Type 168

How to Create and Use Labels in Our System 172

How to Manage and Edit Labels 177


SHOWING REVIEWS ON A WEBSITE 180

I don’t have website access – should I still use the System? 181

Adding / Embedding Reviews & Testimonials into a Website 184

Wordpress 191

Responding Publicly to Feedback on our System 192

Customizing the Look of Reviews on a Website 197

Hiding a Review on a Website 202

Auto-Approve Positive Reviews 206

Including a Feedback Form on a Website 210

Adding Online Review Links to the Testimonials Widget 214

Why Doesn’t My Yelp Icon and Link Show on My Website? 217

Not Seeing Your Changes to Your Testimonials Widget? Clear Your Browser Cache 220

Using the “Feedback Form URL” provided by Our System 223


SORTING AND SEARCHES 226

How to Search for a Customer 227

How to Sort Customers by Feedback, Date, Rating, etc. 230

Sorting and Searching Businesses by Labels 234

How Can I See if Emails Have Been Sent? 237

REPORTS 242

Business Level Reporting 243

Customer Level Reporting 247

How to Receive a Weekly Feedback Report Email 252

Online Review Monitoring for an Individual Business 255

Choosing “Feedback Request Alert” Recipients 261

How the NPS Score Translates to Stars Rating 265

The Basics

9 www.DealerProfitPros.com


Account Activation



You will receive an email like this with your activation link and password. Your username will be your email. It is best to “copy” and “paste” your password when logging in to keep from making a typo. Click on the activation link to be taken to the login screen.


This is your temporary password. Copy your password so that you can paste it on the login page. Click on “Activation Link”.


After clicking on the activation link in the email, you will be sent to this page.

Save this login URL for future reference: https://feedbackmanager.thanksforfeedback.com/login


https://feedbackmanager.thanksforfeedback.com/login



Click on “Account” and “Account Owner Details” to the page you see here. Change your password to something memorable but not easily hackable and click on “Update Account” Put your password in a safe place immediately before you forget.


Click on your location to see a list of customers and feedback

You may see an account manager from our company assigned to your account.



*Reminder - Please save your username, password, and the login URL in a safe place.



Updating the Account

Owner Information



1) Log into our System. 2) Within the Business Dashboard click on “Account.”



3) You can change the First Name, Last Name and reset the Password. For security reasons, you cannot change the primary email address associated with the account.



Adding the First Business



If you have invested in our premium option, we may have set up the business for you already.

If so, you can skip the next 3 pages.



1) Click on one of the two options in your empty Dashboard to add the first business.



2) Fill out the Business Form. Important – if your business is already established in Google Search Rankings, make sure to use the exact same business address and phone number that is listed for your business in Google. Choose a “Business Type” from the dropdown at the bottom of the form. If none of the options apply to you, choose “Local Business.”





3) Once the business has been added it will become a selectable option in your Dashboard. Click on the business to edit, delete and to add customers to that business.



Adding Additional Locations

You will need our premium option or multi-location package if you have more than one business or more than one location.



Listing multiple locations allows you to monitor customer satisfaction for each location rather than your company as a whole. You will be able to quickly identify if there are isolated problems specific to a location, or perhaps learn from a business location that produces exceptionally happy customers and apply what you learned to your other locations. The following steps remain the same. a) Log into Our System. b) Click on “Add Business.” c) Give the business name a suffix consisting of your street name or city.



Examples of one company with multiple locations using a suffix to identify a location.



Multi-Location but only one website Question: I only have one website, but I would like to show reviews and testimonials for each of my business locations. Answer: We highly recommend that you set up a city or location-specific landing page on your website. **We advise against placing multiple Testimonials Widgets from multiple locations onto the same page.



Updating the Business Details

for an Individual Business



1) Log into our System account. 2) Click on the business you would like to edit.



3) In the main menu (upper right) click on “Account -> Business Details.”



Setting or Changing

the Organization Type



1) Log into our System. 2) Look in the upper left of your Business Dashboard for the “Add Business” button.



3) Fill out the Business Form. Important – if your business is already established in Google Search Rankings, make sure to use the exact same business address and phone number that is listed for your business in Google. 4) Choose your desired “Organization Type” from the dropdown.



Changing the Organization Type for an existing business 1) Log into our System account. 2) Click on the business you would like to edit the Organization Type.



3) In the menu on the upper left, click on “Settings -> Business Details.”



4) Locate the “Organization Type” dropdown and make a selection.



Adding a Customer

to Our System



1) Log into our System account. 2) Click on the business you would like to add a customer to.



3) If this is your first customer, you will see two options. If you already have customers under that business, click the “add customer” button in the upper left corner.



4) Fill out the Customer Creation Form by entering the customer’s First Name, Last Name and Email address.



5) The customer will now show in your Dashboard.



6) Set your communication preference to automatic to start sending feedback requests.



Importing Multiple

Customers From a List

Note – If you have more than one location your lists need to be separated by location. When you import your lists make sure to import the list that corresponds with the location



1) Log into our System. 2) Choose one of your businesses to add customers.



3) Click on the “Import” button.



4) IMPORTANT: Your list must be in the XLS (Excel) or CSV format and no larger than 3MB. The XLSX format does not work. Also make sure that the columns are labeled as shown in the example, and are in the exact same order. Failing to comply with the above will cause the import to fail.



If your list is already on a CSV file, skip this page.

To save your spreadsheet into a CSV file - open the spreadsheet and click on “Save As”. Click on the CSV (Comma delimited) and “Save”



5) A green “Import Successful!” message will display when the process is complete. The customers will show in your dashboard.



6) All customers should now show in your Dashboard. Click on “Communication method” in the upper right of the screen and set it to automatic.



How are Duplicate Customers

Handled During an Import?



Our system will check for duplicate email addresses in your list – only the first occurrence of the email address will be imported. Our system will not import and will ignore email addresses of customers for the selected business that already exists in your system account. This avoids duplicate entries. Pro-Tip: There are no limits for the amount of customers that can be uploaded per file and per import session. However, we recommend to break large lists into sets of 1,000 customers at a time to avoid “time-out” errors generated by your local browser. Remember: Your list must be in the XLS (Excel) or CSV format. The XLSX format does not work. Also make sure that the columns are labeled as shown in the example and are in the exact same order. Failing to comply with the above will cause the import to fail.


Deleting a Customer

in Our System



1) Log into our System. 2) Click on the business you would like to delete the customer from.



3) Click on the customer name or click the checkbox next to the customer to be deleted and a “delete customer” button will become available.

**Warning – Deletions are permanent.



Updating a Customer’s

Information in Our System



1) Log into our System. 2) Click on the business you would like to update the customer from.



3) Click on the customer’s name.



4) You can edit the customer’s name and email. However, review and feedback content as well as the star rating cannot be edited. This assures the integrity of our system.



Optional: Adding Notes to a Customer Record The “Edit Customer” screen also has a “Customer Notes” box allowing you to enter memos and other notes for the customer. This information is only visible to you and a “User” that may have access to the business. The text entered into the notes box will at no point become available to the public or become part of the review.

P.S. Don’t forget to click the “Save” button after adding a note.



Exporting all Data and Reviews in Our

System For an Individual Business



1) Log into our System. 2) Click on the business you would like to export your customer’s from.



3) In the main menu in the upper right, click on “Account -> Business Details.” 4) Look at the very bottom of the page for the Export button.

Pro-Tip: Be careful using your customer list for unsolicited promotions outside of our system. You might be violating Can-Spam Act rules.


http://en.wikipedia.org/wiki/CAN-SPAM_Act_of_2003




Retrieving Negative

Feedback Details



1) Log into our System account. 2) Click on the business you would like to access the customer information from.



3) Click on the customer’s name who left the negative feedback.



4) At the bottom of the customer profile page, you will find additional negative feedback details if they were left by the customer.



Is Our System Secure?


Our System is completely hosted and delivered over HTTPS. HTTPS provides authentication for the website and its associated web server, which protects against man-in-the-middle attacks. It also provides bi-directional encryption of communications between the client and server which protects against eavesdropping, tampering with and/or forging the communication contents. In practice, this provides a reasonable guarantee that one is communicating precisely with the website that one intended to as opposed to an imposter. It also ensures that the contents of that communication between the user and site cannot be read or forged by any third party.



Our System only stores data at highly secure AWS Data Centers. All data is stored in highly secure Amazon Web Services (AWS) data centers utilizing state-of-the art electronic surveillance and multi-factor access control systems. Data centers are staffed 24/7 by trained security guards, and access is authorized strictly on a least-privileged basis. Environmental systems are designed to minimize the impact of disruptions to operations. Multiple geographic regions and Availability Zones allow us to remain resilient in the face of most failure modes, including natural disasters or system failures. Click here for a PDF – Overview of Security Processes on AWS Data Centers. We will never sell or rent your customer data. We do not sell or share your information or your customer data with anyone.


http://d0.awsstatic.com/whitepapers/Security/AWS Security Whitepaper.pdf






Security Alert – Windows XP

and Internet Explorer



If you see the above notification, then your Internet Explorer browser and Windows Operating System is outdated. Both are no longer supported by Windows due to security risks. Your customer information is not secure when using an outdated browser. Please download Google Chrome browser or Firefox – both of which are secure and will assure that your customer data does not get compromised. As an alternative, you can access Our System from any tablet or smart phone.


https://www.google.com/chrome

https://www.google.com/chrome

https://www.mozilla.org/en-US/firefox/new/


If you are using Windows XP – please read the “Official Statement” from Microsoft here. Excerpt from the Official Microsoft Statement: While it’s true that you can keep using your PC with Windows XP after support ends, we don’t recommend it. For starters, it’ll become five times more vulnerable to security risks and viruses, which means you could get hacked and have your personal information stolen. Also, companies that make devices like digital cameras, Internet-ready TVs, and printers won’t provide drivers that work with Windows XP, so if you get new devices, they won’t work with your current PC. And over time, the security and performance of your PC will just continue to degrade so things will only get worse. Windows Internet Explorer 8 is also no longer supported, so if you use it (or any other browser) to surf the web, you might be exposing your PC to additional threats. Microsoft has also stopped providing Microsoft Security Essentials for download on Windows XP.


http://windows.microsoft.com/en-us/windows/end-support-help

http://windows.microsoft.com/en-us/windows/end-support-help


Stuck with an old browser? Here are some suggestions:



The Settings

Menu



Setting Up Online Reviews Links



1) Log into our System account. 2) Click on the business you would like to edit or add Online Review links for.



3) In the main menu (upper right) click on “Settings -> Online Review Links.” •Our system will crawl the web to find your existing online profiles. Please double check the link URL for every auto-generated result. Only a small amount of third party sites allow automatic detection. •To add additional links to review sites, simply select them from the drop-down. •Drag and drop to re-arrange the list of review links. •Check the box if you want to show the link in emails and on your website.



4) Check under “Settings – Feedback Settings” to include the selected Social Links in your Positive Feedback Thank You email.



5) Example of links showing on positive Feedback “Thank you” page.



Pro-Tip for getting your Facebook Page URL: You can click on the “Reviews” tab and copy your Facebook Reviews URL for your page. This will send your happy customers directly to the reviews without them having to look for it.



Hide/Show Descriptive Text

Next to Online Review Links



1) Log into our System account. 2) Click on the business you would like to edit or add Online Review links for.



3) In the main menu (upper right) click on “Settings -> Feedback Settings.”



Feedback Request Email

Customization Overview



The following post provides an overview of each customization setting available on the Feedback Request Email template.



Feedback Page

Customization Overview



The following post provides an overview of each customization setting available on the Feedback Page template.



Editing Email Templates



1) Log into our System account. 2) Click on the business you would like to edit the template for.



3) In the menu on the upper left click on “Settings -> Email Templates.”



4) Each of the three Templates (Feedback Request, Positive Feedback and Negative Feedback) come with “Tags” for you to personalize the email.



5) When using the “Send Test Email” button, you can enter any receiver email address of choice.

Optional 6) You can also change the “From” email address on this page, and replace the Interactive Google Map with a logo or image.



Important: Copying from Word may affect your email deliverability. – Do not copy/paste text directly from MS Word into your email template. Word augments hidden formatting to any document which will negatively affect your email delivery success rate. The HTML code that Microsoft inserts into Word is proprietary to Microsoft and is only rendered correctly in a Microsoft product. Most email clients (even Outlook) do not know how to render this HTML correctly, and will either ignore it completely or make their best effort to display it. Either way, it usually comes out broken and is not displayed correctly.



Ideally, just type your content into the template editor without copy/pasting it from another location or software. If you must copy/paste content please use a plain text editor such as Notepad (PC) or TextWrangler (Mac). Further, we strongly advise not to add your own HTML, PHP or Javascript into your template. Your email will likely be blocked by your customer’s email client or will not show correctly across all email clients -- and may not be responsive on mobile devices. Adding code will also void any chance of your email being backwards compatible with older email client programs such as Outlook.



Editing the Positive and

Negative Feedback Page






3) In the main menu (upper right) click on “Settings -> Feedback Settings.”



4) The templates come with “Tags” for you to personalize the text.



Important: Copying from Word may affect your email deliverability. – Do not copy/paste text directly from MS Word into your email template. Word augments hidden formatting to any document, which will negatively affect your email delivery success rate. The HTML code that Microsoft inserts into Word is proprietary to Microsoft and is only rendered correctly in a Microsoft product. Most email clients (even Outlook) do not know how to render this HTML correctly, and will either ignore it completely, or make their best effort to display it. Either way, it usually comes out broken and is not displayed correctly. Example of the hidden formatting:



Ideally, just type your content into the template editor without copy/pasting it from another location or software. If you must copy/paste content, please use a plain text editor such as Notepad (PC) or TextWrangler (Mac). Further, we strongly advise that you do not add your own HTML, PHP or Javascript into your template. Your email will likely be blocked by your customer’s email client or will not show correctly across all email clients and may not be responsive on mobile devices. Adding code will also void any chance of your email being backwards compatible with older email client programs such Outlook.



Sending Test Emails



1) Log into you Our System account. 2) Click on the business you would like to send an email from.






4) Click the “Send Test Email” button under a template of choice and specify the receiver.



Changing the “From”

Email Address



By default, Our System will use the “Business Owner” email address. Pro-Tip: Changing the “From” email is a great way to keep your account email separate from the “Sender” or “From” email.



1) Log into our System account. 2) Click on the business you would like to change the “From” email.






4) Scroll down to the lower third of the page and look for the “Feedback Request Sender Email” box and enter your desired “From” email.

Important: Our System will show your email as the “reply-to” email address, however the email itself comes from [email protected] Doing it any other way or adding more masking would be considered “spoofing" and drastically decreases deliverability due to anti-spam measures that are in place across the web. For more information visit: http://en.wikipedia.org/wiki/Email_spoofing


http://en.wikipedia.org/wiki/Email_spoofing








Adding a Company Logo to the

Email Header






3) In the menu on the upper left, click on “Settings -> Email Templates.”



4) Scroll to the bottom of the page and locate the company logo uploader.

The maximum image file size is 2MB. We will scale your image for you. However, for best results we recommend re-sizing the image before uploading. The max width is 260px. The following formats are supported: PNG, JPEG and GIF.



Replacing the Google Map

With a Logo or Image









4) Scroll to the bottom of the page and locate the image uploader. Please make sure your image is square, with height and width being the same. For best results, re-size your image to 160px by 160px before uploading. The following formats are supported: PNG, JPEG and GIF. Uploading an image will also automatically omit the business address from being displayed.



Adding a Feedback Page Banner






3) In the main menu (upper left) click on “Settings -> Feedback Settings.”



4) Upload a PNG or JPEG banner with a minimum width of 760px. The banner can be as tall or as narrow as you want. A good size is 250px in height.



Editing the Tagline

on the Feedback Page






3) In the main menu (upper left) click on “Settings -> Feedback Settings.”



4) Edit the “Feedback Page Title/Call to Action” section.



Adding Review and Social Links

to the Thank You Email



1) Log into our System. 2) Click on the business you would like to edit the “Thank you” email for.



3) In the main menu (upper right) click on “Settings -> Email Templates.”



4) Within the “Positive Feedback” template click on the “Tag” icon and select [social links] from the available options.



4) Within the “Positive Feedback” template click on the “Tag” icon and select [social links] from the available options.

5) There is another section on ”How to configure which links and icons will show using the [social links] tag.” Pro-Tip: If you want more Social and Review Site click-throughs try asking for “Rating only.”



Creating Unlimited

Free Email Addresses



Question: I would like to set up a few test accounts and customers in our system, but I only have one email and I don’t want to sign up for a bunch of email accounts. _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _

Answer: Sign up for a free “Gmail” account. Or maybe you already have one. Every regular Gmail account allows you to create unlimited, unique variations of your email address. This is known as the “Gmail +” trick.

Here is how the Gmail + trick works: Assuming you own the following Gmail address: [email protected] You can add a “+” (plus) sign to your email followed by anything you want. Example: [email protected] [email protected] [email protected] [email protected] [email protected]


http://mail.google.com/


The possibilities are endless. All these emails will be delivered to your regular [email protected] inbox, but will contain the “To” and “From” prefix that you have chosen. Example of different “To” and “From” emails using the “+” addition:



Changing the Business Owner

First and Last Name



1) Log into our System account. 2) Click on the business you would like to edit the Business Owner.



3) In the main menu (upper right) click on “Account -> Business Details” and edit the name.



Choosing the

“Feedback Request Alert” Recipients



1) Log into our System account. 2) Click on the business you would like to edit the settings for.



3) In the main menu (upper right) click on “Settings -> Notification Settings.”



Example screenshot of a “Feedback Alert” email.



Setting the Threshold for Negative

and Positive Feedback



1) Log into our System account. 2) Click on the business you would like to set the Threshold for.



3) In the Menu (upper right) click on “Settings -> Feedback Settings” and choose your desired threshold from the dropdown under “Positive Feedback Page Threshold.”



Customer Phone Number

Entry Field



1) Log into our System account. 2) Click on the business you would like to activate the phone number entry field for.



3) In the main menu (upper right) click on “Settings -> Feedback Settings” and check the phone option box. Note The more information you ask for from the customer, the lower your response rate will be.



To retrieve a phone number, search for the customer in your Customer Dashboard and click on the customer name to enter the Customer Details screen.



Asking Only for Rating versus

Feedback “and” Rating






3) In the main menu (upper left) click on “Settings -> Feedback Settings.” 4) Click the checkbox called “Ask only for rating.”



Communication Method

(Automatic versus Manual)



1) Log into our System. 2) Select the business to change the communication method.



3) Click on “Communication method” in the upper right of the screen.



4) Choose your desired communication method and set the daily maximum emails that you would like to send. *We recommend setting it to “Automatic”.



Setting the Number of

Emails Sent Per Day



1) Log into our System. 2) Select the business to change the communication method.



3) Click on “Communication method” in the upper right of the screen.



4) Choose your desired amount of emails from the dropdown that you wish to send daily.



How Long Does it Take

Until Emails Get Sent?



Our system will send emails based upon your communication method -- either manually or automatically. Please refer to the section on How to Change the Communication Method. In automatic mode, Our System will send emails at the next available “cron task” slot after they have been uploaded and processed. The cron runs at the following times: 4am, 7am, 2pm, 6pm and 10pm (PST time zone).

When will the first email go out? If you upload a list of customers at 4pm (PST) then the first emails will be sent at 6pm (PST). If a list of customers gets uploaded at 1am (PST), the first emails will go out at 4am (PST).



Do all emails for the day get sent at once? If automatic mode is set for 10 emails a day – the system will sent two emails at 4am, 7am, 2pm, 6pm and 10pm (PST time zone). If you have it set to 20 emails a day, then four emails will go out at each cron interval. What happens when all emails in the Customer Dashboard have been sent? Automatic mode will go idle once all emails have been sent. You as the Account Owner will receive an email notification that all customers in your email list have been contacted. Ideally, a new set of email addresses should be uploaded.



Repeat Business With a Customer



Question: My company has repeat business with the same customer and we would like to send a feedback request out every time we service the customer.

Answer: If a customer has left a feedback already, the follow-up -- or second feedback --would overwrite the existing feedback. When importing a customer list, only non-existing customers will be imported to avoid duplicate customer accounts.



Google Reviews Tab Direct URL



The following post shows you how to load the Google Business Page Reviews tab directly.



For many Businesses the Google Page URL will look as following: https://plus.google.com/+examplecompany/about?hl=en By adding: &review=1 to the end of the URL, the reviews tab can be loaded directly: https://plus.google.com/=examplecompany/about?hl=en&review=1 Note This may not work if the person leaving the initial review does not have a Google or Google Plus account. They will still be directed to the Google Plus page of your business – just not directly to the review page.



Setting or Changing the

Organization Type



Changing the Organization Type for an existing business 1) Log into our System account. 2) Click on the business you would like to edit the Organization Type.



3) In the menu on the upper left click on “Settings -> Business Details.”



4) Locate the “Organization Type” dropdown and make a selection.



How to Create and

Use Labels in Our System



173

Note Unless you have 10 locations or more you probably will not need to use labels. Even then you may not need Labels. Skip the next 6 pages of Labels.

www.DealerProfitPros.com


OPTION 1 – Creating New Labels 1) Log into our System account. 2) Click the “Labels” button.



3) Click the “Create New” link to set up a new Label.

4) Click on the checkbox next to your businesses and assign the Label to your selected businesses.



OPTION 2 – Creating new Instant-Labels (aka creating Labels on-the-fly) 1) Log into our System account. 2) Click the checkbox next to your desired businesses you want to group as a Label. 3) Enter your desired Label name into the “Label as:” text box.



How to Manage and Edit Labels



1) Log into our System account. 2) Click the “Labels” button. 3) Click on “Manage Labels.”



4) In the “Label Management” screen you can rename Labels and delete Labels.



Showing

Reviews on a

Website



I don’t have website access –

should I still use the System?



I don’t have a website or don’t have access to my website. Should and can I still use Our System? Yes! Because Our System is more than “just” showing reviews on your website.

Here are some key benefits of using Our System: 1. Our System helps you measure your customer’s satisfaction which is important

for every business. 2. Our System intercepts less-than-happy customers from posting a damaging

negative review on the worldwide web. 3. Our System allows you to follow up with less-than-happy customers and ask for

a revised review afterward. 4. Our System encourages online reviews by showing easy-to-follow review site

links such as Google, Facebook -- only to your happy customers. 5. Our System lets you build a client email list that can be used for other marketing

needs. 6. Our System offers a unique feedback URL that can be added to any print, web,

email or other communication. 7. Our System helps you learn and identify who your best and most loyal

customers are. These are your best resource to grow your business.



More Facts on why reviews matter for your business: • Obtaining a new customer can cost six times more than keeping an existing one. • The lifetime value of a customer is unlimited when you consider the fact that they

may refer others to you. • Most people (75 percent!) do not leave online reviews, so encouragement is

required. • Facebook is the #2 place people leave reviews -- even if people don’t look for them

there…yet. • 72 percent of customers say that they trust an online review or recommendation as

much as a recommendation from a friend. • Companies with leading NPS in their industry scores grow twice as fast than ones

that lag behind. • Reviews are most valuable over time – a pulse of your business. • A negative online review will hurt you more than a positive online review helps you

-- especially if you have very few reviews! • Customers need to be asked for referrals, testimonials and reviews. • Testimonials and reviews improve your Google search rankings and conversions

into paying customers.



Adding / Embedding Reviews &

Testimonials into a Website



185

If you are going to display feedback on your website we recommend that you have a dedicated page of your website to do so. You may want the page title to be: • Customer Reviews • Reviews • Customer Feedback • Customers Talk



1) Log into our System account. 2) Click on the business you would like to embed the reviews for.



3) In the main menu (upper right) click on “Settings -> Testimonial Widget.”



4) Read and evaluate the options (checkboxes) for your embedded reviews. You can check and un-check any of the boxes at any time even after your embed code has been placed on your website. The form on your site will update automatically. You do not have to re-embed the code. 5) Click the “Copy Widget Code” button to copy the embed code.



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If someone else manages your website, paste the code onto a digital document and send the document to that person/company. Tell your website developer that the embed code should be Pasted into the <body> of your dedicated page. NOTE Some website developers do not automatically allow specific types of code to be added to a website. If you manage your own website and are able to add pages on your own, you may want to send them the code and ask if it can be pasted onto the page and work properly. If your website developer does not allow the code to be added there is nothing we can do to change the code or make it work. It is up to your website developer. Our system is still valuable and all the other features still function. If you are unable to put the code on your website but you are able to add text to a page of your website, you may want to export all of your customer feedback from our system and paste it as text onto your website. It will not be automatically updated on your website so you will have to do it manually when new feedback comes in.



The Screenshot below shows an example of a basic testimonials/reviews page. You can of course add text above and below the reviews widget code to explain and encourage customers to leave feedback and reviews.



WordPress – currently our reviews

will not show on a WordPress website.

WordPress will strip any PHP,

Javascript and advanced HTML out of

the page and post editor for security

reasons. This is a WordPress limitation

(for your own safety of your site) and

is regardless of what theme or

WordPress version you are using.



Responding Publicly to

Feedback on our System



1) Log into our System account. 2) Click on the business you would like to access the customer information from.



3) Click on the customer name who left the review that you want to comment on.



4) At the bottom of the customer profile page you will find a text box to enter your publicly visible comment.



5) The customer will receive an email informing them that the Business Owner has commented on the review.



Customizing the Look of

Reviews on a Website



1) Log into our System account. 2) Click on the business you would like to customize the reviews for.






4) Pick a color scheme from the “Testimonials Widget Color Scheme” dropdown.



5) Preview of each color scheme. Left: Orange | Middle: Default | Right: Legacy



Hiding a Review on a Website



1) Log into our System account 2) Click on the business you would like to manage.



3) In the “Customer Dashboard,” slide the On/Off toggle switch to either hide or display the review content and rating on your website.



Pro-Tip: You can auto-approve positive feedback to show on your website under “Settings -> Feedback Settings.”

Optional: If you would like to completely delete the review, simply check the box next to the customer’s name and delete the customer.



Auto-Approve Positive Reviews



1) Log into our System account. 2) Click on the business you would like to manage.



3) In the menu on the upper right, choose “Settings -> Feedback Settings.” 4) Click the checkbox next to “Auto Approve Feedback” and choose your threshold number from the dropdown menu.



Pro-Tip: You can always overwrite an “auto approved” review from not showing up on your website by sliding the “Show on Website” – “Yes/No” toggle in your Customer Dashboard.



Including a Feedback

Form on a Website



1) Log into our System account. 2) Click on the business you would like to add the form to.






4) Check the “Include Feedback Form” check box.

Note: You do not need to re-embed your widget code if you have already placed it. Your website will be updated automatically to include the form button.



Adding Online Review Links

to the Testimonials Widget



1) Log into our System account. 2) Click on the business you would like to show the Review Links for.



3) In the main menu (upper right) click on “Settings -> Testimonial Widget.” 4) Click the checkbox “Include Links to Review Sites.”



Why Doesn’t My Yelp Icon and

Link Show on My Website?



Question: I added Yelp as a review link in my Our System dashboard. Why doesn’t it show on my Website? (Screenshot: Our System Online Review Links Dashboard)



Answer: Yelp’s Terms state that a business is not allowed to ask for reviews on public facing pages. However, your Yelp link will show on all Positive Feedback and Thank You pages which are served to customers who left a positive rating. (Screenshot: Yelp link shows in Positive Feedback and Thank you Pages)



Not Seeing Your Changes to

Your Testimonials Widget?

You May Need to Clear

Your Browser Cache



Most modern browsers store copies of web pages in the “browser cache” on your computer. By doing this, the page displays faster the next time it is viewed because the browser doesn’t have to retrieve it from the web server. However, this can also mean that a recent update or change to your site is not reflected in what you see on the screen.

How to Clear the Cache on popular browsers: These instructions about how to clear the browser cache are only general guidelines – please consult your browser’s help for details. Firefox: From the browser menu, do one of these: Select Tools > Options > Advanced > Network, and then select the Clear Now button in the Offline Storage section. Close and restart the browser. Select Tools > Options > Privacy > Cache, and then select Clear. Close and restart the browser.



Internet Explorer: From the browser menu, do one of these: Select Tools > Internet Options> Temporary Files, and then select Delete Temporary Files. Close and restart the browser. Select Page > Safety > Delete Browsing History, then select the checkbox for each category of history you want to delete, then select the Delete button. Close and restart the browser. Select Page > Delete Browsing History, then select the Delete files button to remove Temporary Internet Files. You may also want to delete the other types of browsing history. Close and restart the browser.

Safari: Press Ctrl-Alt-E, then select Empty. Close and restart the browser. Chrome: Select Tools > Clear Browsing Data. In the dialog that appears, select the checkboxes for the types of information that you want to remove. Use the menu at the top to select the amount of data that you want to delete. Select beginning of time to delete everything. Click on Clear Browsing Data.



Using the “Feedback Form URL”

provided by Our System



1) Log into our System account. 2) Click on the business you would like to get the Feedback URL for.



3) Scroll to the bottom of the page and copy the URL. The URL can be added to printed media, invoices, bills, tabs, receipts, business cards, QR codes, SMS, etc – and does not require you to know the customer’s email or name. *Pro Tip Buy a domain name that is similar to your company name and forward that domain name to feedback URL.


http://x.co/cppdomains










Sorting &

Searches



How to Search for a Customer



1) Log into Our System account 2) Click on the business you would like to search for the customer.



3) Start entering the name into the Search Box. You only need to enter the first few letters of a name and Our System ”instant live search” will narrow down the selection of matching names.



How to Sort Customers by

Feedback, Date, Rating, etc.



1) Log into Our System account. 2) Click on the business you would like to sort.



3) Click on the column title to sort in ascending to descending order.



4) Click the “Advanced Search” button to reveal additional sorting options if needed.



Sorting and Searching

Businesses by Labels



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Note Unless you have 10 locations or more you probably will not need to use labels. Even then you may not need Labels.



1) Log into our System account. 2) Click on the “Labels” button. 3) Click on the checkbox next to one or multiple Labels. 4) Click on “Filter.”



How Can I See if

Emails Have Been Sent?



1) Log into our System account. 2) Click on the business you would like to check on.



3) Click the “Advanced Search” button to reveal all options.



When do my emails get sent? In Automatic Mode, Our System will send emails at the next available “cron task” slot after they have been uploaded and processed. The cron runs at the following times: 4am, 7am, 2pm, 6pm and 10pm (PST time zone) Example: If you upload a list of customers at 4pm, the emails will be send at 6pm. If a list of customers gets uploaded at 1am, the emails will go out at 4am.



4) At the bottom of the Customer Profile page you will find additional negative feedback details if there were any left by the customer.



Reports



Business Level Reporting



1) Log into our System account. 2) Click the “Export business data” button at the bottom of your business dashboard. **If you are not using Labels, skip to Customer Level Reporting



3) Select at least one label and a date range to generate a report. You can select as many labels as you want to create a combined report.



4) The CSV file generated is compatible with any spreadsheet program and application such as MS Excel, Apple Pages, Open Office and Google Spreadsheets among others.



Customer Level Reporting



Prerequisite: Please make sure that you have at least one “Customer” added to the businesses. There is no limit to the amount of customers you may have.

1) Log into our System account. 2) Click on the business you would like to export Customer and Review Data for.



3) Click the “Export customer data” button at the bottom of your customer dashboard.



4) Click a checkbox with your desired data option and choose a date range.



5) The CSV file generated is compatible with any spreadsheet program and application such as MS Excel, Apple Pages, Open Office and Google Spreadsheets among others.



How to Receive a Weekly

Feedback Report Email



1) Log into our System account. 2) Click on the business you would like to receive a weekly report from.



3) In the main menu (upper right) Click on “Settings -> Notification Settings.” 4) Enter the email address or multiple addresses separated by comma -- and you are done.



Online Review Monitoring

for an Individual Business



1) Log into our System account. 2) In the business dashboard look at the right column to see any new online reviews.



3) Click on the business you would like to see detailed reports for.



4) In the Menu (upper right) click on “Reports -> Online Review Monitor.”



5) Optional -- You can also receive an alert email when someone leaves an online review.



Example of an “Online Review Alert Email:”



Choosing “Feedback

Request Alert” Recipients



1) Log into you Our System account. 2) Click on the business you would like to edit the settings for.



3) In the main menu (upper right) Click on “Settings -> Notification Settings.”



Example screenshot of a “Feedback Alert” email.



How the NPS Score

Translates to Stars Rating



What is the Net Promotor Score? The NPS is a way to quickly measure how satisfied your customers are with your business. Most customers are too busy or not willing to answer lengthy forms. But what if there was an easy way to get feedback from your customers, that was simple for them too? The basis of the Net Promotor Score is that one simple question can tell you a lot about how your customers perceive your business. The question is: “How likely is it that you would recommend this company to a friend or colleague?”



Customers answer on a scale from 0 – 10, with 0 meaning Not At All Likely and 10 meaning Extremely Likely. Those who answer 9 or 10 are “Promoters” Those who answer 0 – 6 are “Detractors” The percentage of detractors is subtracted form the percentage of Promoters to get the Net Promoter Score. Monitoring this Net Promotor Score (NPS) gives you a quick indicator of the health of your business in terms of customer satisfaction.



How To Read Your NPS Score



Companies with a better ratio of Promoters to Detractors tend to grow more rapidly than their competitors. Companies with the most efficient growth engines operate with an NPS of 50 to 80. The average firm sputters along at an NPS of only 5 to 10 – in other words, their Promoters barely outnumber their Detractors. Many firms – and some entire industries – have negative Net Promoter Scores, which means that they are creating more Detractors than Promoters day in and day out. These low scores explain why so many companies can’t deliver profitable, sustainable growth – no matter how aggressively they spend money to acquire new business.



Why and how does Our System translate the NPS score into a 5-Star rating? Our System translates the NPS score into a 1-5 star rating as found on Google and Yelp and the like. This is beneficial for showing testimonials and aggregated scores on your website using the Testimonials Widget.

NPS Score to 1-5 Star conversion: NPS Score 10 or 9 = 5 Stars NPS Score 8 or 7 = 4 Stars NPS Score 6 or 5 = 3 Stars NPS Score 4 or 3 = 2 Stars NPS Score 2 or 1 = 1 Stars



Documents

Training Guide · holding the “trl” button, click on the “F” key on your keyboard. You will see a popup on your screen with the word “Find”. Type your word into the box