Making online easy. Cube Reviews User Guide

Transcription

1 Making online easy Cube Reviews User Guide

2 Introduction page Funnel How to Link Your Review Sites page How to Customise Funnel Content page How to Customise Funnel Set-Up page 7 Widgets page 8 Invites Phone/Text page 9 page 0 Adding a Single Recipient page Adding Recipients in Bulk page Pending, Active and Inactive Recipients page /Text Activity and Funnel Activity page Reviews Customer Feedback and Review Stream page All Reviews and Settings page Reporting Generated Reports and Scheduled Reports page 7 Analytics page 8

3 Introduction Thanks for choosing Cube Reviews to help boost your business s online presence. Before you begin using the platform, we ve created this User Guide designed to help you explore and set-up your Cube Reviews platform. Please take some time to look at the software and find out about the basic features of navigation using this guide. Where to Start Go to and login using your username and password you ve created. Once you ve logged in you will see a dashboard with five tabs: Funnel, Widgets, Invites, Reviews and Reporting. This guide will take you through the functions of each tab and what you need to do to set them up. Here s an overview of each tab and the functions: Funnel Widgets customise the content and setup of your Funnel link your business s review sites to your profile add users in your business to receive notifications connect your social media accounts. these widgets can be added to your digital and print communication to encourage reviews. Invites Reviews for and text message marketing add in your customers data manage your marketing campaigns. manage and respond to your reviews share positive reviews as a post via your social media accounts. Reporting page detailed, realtime reporting for customer feedback schedule or generate online reputation reports.

4 Funnel How to Link Your Review Sites Before you begin linking your review sites to the Funnel, check that your business information including your logo is correct. You can customise the content in your Funnel, whether it s wording or your display to reflect your business s brand. All the menu options are on the left side of the page. On the right side of the page is the published view of your Funnel page this is what your customers will see when your business sends an invite to review your business. Let s get started: Add review site links to the platform:. click on +Add a Link. select the review site you would like to link. copy and paste the URL of your account. click Submit once completed. Please note: we recommend you arrange your review site links in order of preference. Add addresses to receive notifications:. click on +Add. type in the address into the field. click Update at the bottom of the page to save your changes. Encourage your customers to view your social media accounts: page. tick the box that reads Prompt visitors to connect? and copy and paste your review site URL into the corresponding field box.. click Update at the bottom of the page to save your changes.

5 Funnel How To Customise Funnel Content Every customer will see the same message initially on your Funnel page when they review your business through Cube Reviews. Here s how to tailor your message: Message to All Visitors Tailor your message to your customers. To change the content click on the text box and type your message to be displayed in your Funnel. Design Interaction Cube Reviews allows you to determine if your customer is happy or unhappy, helping you to manage your reviews and customise your response to each review. Customise your response to a happy or unhappy reviewer and determine a happy or unhappy customer by selecting the star rating that fits with your expectations. Please note: the default for an unhappy customer is a star rating of three stars or less. If you tick the Smart Auto-Direct box, your customers will see the order of review sites offered reshuffled based on their personal preference. Once a happy customer has submitted their star rating they will be presented with a thank you screen and the links to your review sites. You can either choose Smart Auto- Direct, or reshuffle how the links appear on the Funnel via the Links tab. To leave a review, your customer needs to have an account with the review site they select. page

6 Funnel An unhappy customer is presented with a contact form they can complete so you can get in touch with them. 7 7 Unhappy customers are also given the option to post a negative review directly to your linked review sites. If your customer selects this option, Cube Reviews is unable to capture the review. You will need to respond to this review through the Reviews tab. Your response will also be published. To change the message click on the text box and type a response for unhappy reviewers. 8 You can change the text description for each of the star ratings here If you d like to show previous customer reviews, select Show reviews? If you d like to simply display your total star rating, then select Show aggregate rating. If you would like this removed entirely, then deselect Show the Review Stream. To offer your customers a special offer when they receive a review request, attach it here. 0 Select Update Content to ensure this information is published. page

7 Funnel How to Customise Funnel Set-Up This is where you can update your business name or the shortname (for URL). Below is an example of how a short URL looks. Change the language or a multilingual menu. Update the colour scheme of the Funnel page. Change the icons your customers see on the Funnel page. Select Update Setup to ensure this information is published. page 7

8 Widgets Widgets are clever tools designed to boost your business s reviews. You can embed a review stream, a button or landing page into your website, or an signature snippet to get more reviews without sending an invitation. Landing Page Widget Embed this widget on your website. If you do make any changes to the content or format through the Funnel page, the embed code will need to be updated on your website. Please note: due to the large size of this feature, your website developer may need to create a new page on your website in order to use this html code. Preview your landing page widget. Signature Snippet This feature allows you to add the snippet and include it in your signature. All you will need to do is click on Copy to Clipboard and paste into your signature. If you want to change the icons in your signature that your customers will click, you can select from the drop-down menu on the top right corner of the platform. QR Code Copy and paste the QR code onto your printed marketing materials and have your recipients review your business instantly. All your customers need to do is open their camera and their device will request to redirect them to your Funnel page. Review Us Button Add a Review Us button onto your website. All your website developer needs is the html code, which is provided for you. Once someone clicks on the button, it will redirect them to your Funnel page. 7 page 8 7 Test your button to see what your customers will see.

9 Invites You can reach out to your customers by text message or through the platform. Customise the content of your s and texts, and set automatic follow-up requests. The Drip Campaign is designed to send out reminder s to prompt your customers to leave a review. We recommend sending an within hours after your customer has had an experience with your business, followed by a reminder three days later and a final request seven days later. On the left side of the page you can remove a template by clicking Remove. Add a template by clicking +Add an . In the centre of the page you can customise the content of the sent:. change the time-frame to be sent by clicking on the underlined text. Once a customer is activated, they will automatically receive all the drip s you have set up, so you won t need to check this manually. change the subject by clicking on the subject line. customise the text by clicking on the text shown. click Save once completed. Send a test . On the right side of the page you ll see all the Mail Settings and Placeholders to use if you want to create custom templates. Change the sender name. Update the from . 7 Update where your replies get sent to. 7 The Placeholders will personalise the messages you send. page 9

10 Invites Phone/Text You can set-up your text messages in the same way you ve set-up your s. You get 00 free texts per month. If you send more than 00 texts during the month additional texts can be purchased (00 for $0). On the left side of the page you can remove a template by clicking Remove. Add a template by clicking +Add a Text Message. In the centre of the page you can customise the content of the texts sent:. upload your business logo by clicking on Browse. A text sent with an image will use two text messages. change the subject by clicking on the subject line. once a customer is activated, they will automatically receive all the drip texts you have set-up so you won t need to check this manually. click Save once completed. Send a test text. On the right side of the page you ll see the Placeholders to use if you want to create custom templates. The Placeholders will personalise the messages you send. page 0

11 Invites Recipients Now that you have set-up all of your templates, it's time to start adding your customers. This can be done individually or as a group. In the Invites tab you can activate/deactivate customers, monitor the customer activity and manage the Funnel activity. There are several ways to add customers and begin sending review requests: Adding a Single Recipient Click on +Add a Recipient in the top right corner of the Invites tab. A new screen will appear. Select either text or . Fill in their details. If you d like to label a group of customers (you may have more than one location, or be looking to only target people who came in during a certain time) then you can simply add a tag. The tag won t be seen by the customer, it s just for your reference. Tick the box to verify that these customers have opted-in to receive these communications. Click Add Recipient once all the fields are completed. They will be listed under the Pending tab. page Note: you will need to activate the customer by ticking the box in the Pending tab so they can receive communications.

12 Invites Adding Recipients in Bulk To add a bulk list of customers you will need to create a Microsoft Excel spreadsheet with the recipients contact information.. click on Upload CSV/XLSX. If you d like to see an example click See sample. upload the Excel file by clicking on Browse and selecting the file. tick the box to verify that these customers have opted-in to receive these communications. Once the file is selected, you ll need to match the fields. The column headers in your Excel spreadsheet will be listed on the left and coloured blue. The required fields for the platform will be listed on the right. Drag and drop the blue column headers on the left to the matching data description on the right side. 7 page 7 Once you have matched all the columns, they will be highlighted in green. Click Continue to upload. The data will be presented again, so check and make any changes you need. Once you have checked, click Upload and your customers details will be listed under the Pending tab. Note: you will need to activate the customer by ticking the box in the Pending tab so they can receive communications.

13 Invites Pending, Active and Inactive Recipients Under Pending, you can see the customers details you have uploaded that are not yet receiving any review requests. Automatically activate customers daily by clicking on yes/no. The customer details will be shown here. Review the pending customers and select an option:. clicking the tick will activate your customer and immediately begin sending communications.. clicking the cross will delete the customer s details.. clicking the exclamation mark will unsubscribe the customer from further communication. Under Active, you can see the customers that are receiving review requests. The customer s details will be shown here. You ll have the option to activate, delete or subscribe your customer here. Under Inactive, you can see the customer s details you have uploaded that have received all of your review requests, or have unsubscribed. Delete all your inactive customers here. page

14 Invites /Text Activity and Funnel Activity /Text Activity will show you if your customers have opened the or text, clicked on the link to write a review or unsubscribed. In the top right-hand side of the /Text Activity tab, there are three different options to deactivate a recipient after they have received the first campaign. To change these, simply hover over Yes/ No and change to your preference. The options are: deactivate recipients on open this means the customer will be deactivated on opening /text but not taken any action deactivate recipients on click this will deactivate a customer if they clicked the link in the or text deactivate recipients on clickthrough this will deactivate a customer after they have clicked through to the review site link. Funnel Activity will show you: page the customers that have reviewed your business using the campaign the review they provided and the campaign used to review your business ( or text).

15 Reviews Once you ve linked up your review sites you can start responding to them directly through the platform. You can share your reviews as social media content, or set up the platform to do this for you automatically. If you ve reached out to an unhappy customer and they have submitted a feedback form, the platform will capture it and respond and manage it offline. This will give you the chance to strengthen your connection with your customers, and you may be able to change their experience to a more positive one. Customer Feedback and Review Stream Under Customer Feedback you ll see any unhappy customer feedback forms. How you choose to respond and manage is going to be unique to your business. These are the direct messages from an unhappy customer. The default for an unhappy customer is a star rating of three stars or less. Under Review Stream you can choose how to set-up your stream to embed on your website. Your options are: Show reviews? remove all review text from the stream Include empty? if you re happy for your customers to see reviews that have no text included, just a star review Show aggregate? show a total review score of your business Use reviewers last initial? exclude your customers surnames on the reviews stream # of reviews how many reviews you d like to have in the stream Include or exclude reviews from specific review sites Change the display from either a list, or carousel shuffle the reviews as they are displayed. Copy this code to send to your website developer to add. Once you ve updated the embed code, see how it looks here. page

16 Reviews All Reviews and Settings All Reviews shows the reviews received from review site links and those received through Cube Reviews. From here you re able to manage, respond and share your positive reviews. The review site, date, customer name and text in the review will appear here. Click Share to share the post on your linked social media pages. Click Respond to respond to the review. You ll need to make sure you are logged into your review site profile. Change whether this appears on your review stream, or what text will appear on it. The Settings tab gives you the options to automatically stream reviews of a certain star rating, add alerts and update your Review Stream. 7 page Change or add an address to receive alerts for low star ratings. Once updated, click Save. Change which reviews get automatically updated and sent to your Review Stream. Once updated, click Save. Link your social media sites to stream your reviews. You will initially be prompted to login. Set-up certain star reviews to automatically post onto social media platforms and the times they are published. Once updated, click Save.

17 Reporting Reports helps you make business decisions and see the impact that reviews are having on your business s online reputation. You can have these automatically sent, or simply login to see live reporting. Generated Reports and Scheduled Reports Under the Reporting tab view all live reporting and generate or schedule reports. Select the date range. Generate an instant report, or schedule a report. Under Generated Reports are all your previously created reports. You can delete or download those here. Under Schedule Reports you can manage your scheduling, who receives the reports and the sent to them. 7 You can change:. frequency. timeframe covered. PDF report or CSV report. add additional addresses. Once updated, click Save. Change the content of the report by clicking the content box. Use Placeholders to personalise the reporting s. 7 Stop the scheduled report. page 7

18 Reporting Analytics Under the Reporting tab, the following reports will display as you scroll down. The data shown can be filtered by date at the top of the page. Overall Reputation Review Activity Shows the number of reviews you have received over the date range and a breakdown of the star ratings. Shows how many reviews you received in the specified date range and which review site they were left on. Funnel Activity Outreach Activity Shows customers responses when they received your review requests, the percentage of positive and negative feedback and a breakdown of ratings. Shows how many customers you sent an or text to, how many opened it, how many clicked through, and any unsubscribed customers. Campaign Activity Shows how many campaigns were sent, unique visitors and click-through for each campaign. It will also show which site they clicked. page 8 Sentiment Analysis Shows you keywords used in reviews left by your customers.

19 Have a question? We re here to make online easy. Get in touch with our customer service team. Call 00 8 or customerservice@cubeonline.com.au