Customer Voice
With Customer Voice, your clients have the power to generate more reviews and boost their star rating. With just a couple of clicks, your clients can reach their customers via email or text, and collect reviews on the sites that are most important to their business.
Overview
When you first log in to the Customer Voice dashboard you can see an overview of the business' reviews
This provides a quick summary of:
- Sent - How many review requests have been sent to customers
- Opened - Percentage of review requests that have been opened
- Links - Percentage of links that have been clicked from these email requests
- New Reviews - Number of new reviews
You can also see recent requests that have been sent to customers
Settings > Preferred Review Sites
If you are using Customer Voice for the first time, you will need to go and configure your preferred settings. Choose your preferred review sites you would like to generate reviews on, then paste in the appropriate links.
Note - If you already have reputation management, the Google and Facebook review links will automatically pull across to these fields.
Settings > Review Page URL
You will only see the url populated in here if you are using the listing builder product in the Business
This Listing Builder is a fantastic additional tool for collecting reviews (copy and paste this 'my listing' URL into a new tab to view).
If the business uses this Listing Builder to collect reviews, then if the user leaves a review of 3 stars or less, it will not get submitted to any of the review sites that have been set up. Instead, it goes directly to the business owner as feedback that they can then act on. If they leave a 4/5 star review then they will be prompted to leave the review on one of our configured review sites.
If you wish to see this listing builder in more detail, please watch the tutorial video at the top of this page (Listing Builder at 3mins 42secs).
This Listing Builder can be used to automatically filter out bad reviews from within the Customer Voice email templates!
Templates
To start customising your email templates, go to the templates section on the left nav, then click on the 3 dots to start editing the default template.
Everything can be customised in here and by default, a standardised email will populate the 'from' email address. This can be updated to come from the business's own domain by clicking and configuring the 'Setup send from email' button. If you need help configuring this for one of your clients, please contact support.
With Customer Voice Pro, you can save up to 40 different review templates. Just click Add New Template.
Give the new template a name, and choose whether you want the template to send the user to your configured review sites, to your My Listing page or whether you want to build a template from scratch.
You can then edit a follow-up email using the simple template editor.
Note this follow-up email will go out automatically but only to those users that have left a 4 or 5 star review via your My Listing page.
Send Request Button
This floating button is on every page within Customer Voice and allows you to very quickly send a review request.
Complete the request fields as thoroughly as possible but note that only an email address is mandatory.
Customers
In the Customers tab, you can see all of the customers that you have sent a review to.
You can view the status of a review request in the highlighted middle column. This status column tells you who has received, viewed, clicked on or sent a review.
With Customer Voice Pro The left-hand check boxes allow you to select multiple (or all) customers to send additional requests to. There is no limits to how many you can send.
You can import a list of customer data via the Import Customers button in the top right corner. This will need to be done via .CSV file format and you can download a template once you click that button as shown below.
Tools > Widget
This section allows you to customise a widget that can be embedded onto the customer's website.
You can customise branding for the business, font and whether you want the user to go through the My Listing page or your preferred review sites.
Once configured, simply copy the Widget Code and paste it to the HTML of the client's website.
Tools > Mobile Kiosk
This provides the business owner with a simple link to share anywhere. The user completes the simple form and they automatically get added as a customer to your Customer Voice platform and the system automatically sends them a review request. This link could be part of the customer checkout process or created into a QR code.
