Setting up New Client Accounts

When setting up a new account for your client, we have a set of steps that we recommend below. While each client may have slightly unique needs, this should help you create the majority of your client accounts with consistency so they’re ready to use by your client with minimal work required on their part.

Here’s an overview of what we’ll do

  • Create the account in your reseller Dashboard
  • Update Business Information
  • Add a logo
  • Set Up Search Engine Rank Tracking
  • Add their main competitors
  • Modify the default templates if needed and run a test
  • Setup Email Alerts
  • Add your client


Create the account in your Reseller Dashboard

Once you’ve signed in, head to Accounts on the main menu and choose Add New Account. Alternatively, you can click the + icon on the menu and access the new account section this way too.

Complete the required information, and click Next. On the screen that follows, you’ll be asked to enter any profile URLs for the business. Paste the profile urls in this box to set up those profiles automatically.

Remember

  • You can only set up profiles that we support. Any not supported won’t be set up and we’ll let you know which ones were skipped on the final page.
  • You can always add platforms using the search tool which can be found when you switch into the new account and choose Locations > Location Setup > {{Choose your location }} > Platforms.
  • Facebook requires the user to connect using a Facebook account that has admin access to the location’s Facebook page, and so cannot be set up here.
  • The Google profile link is simply a search query that results in a map result. For example

https://www.google.com/search?q=the+white+house+DC+20500+reviews produces 

Click on Check Profile Urls once you’re done and the following screen will appear when everything’s complete. At the bottom of the screen is a link to take you straight into the new account’s dashboard. Click this link to proceed to step 2.


Update Business Information

Once you switch to the client’s new account, click on the gear icon in the upper right corner of the location dashboard to go to that location’s settings.

Ensure the location’s address, phone number and URL is complete, if all the information wasn’t pulled through automatically in the last step.

Add a logo 

If the client has a logo, go to the Branding tab (while still on the location setup page you went to in the previous step), and upload a logo to the location.

Remember

  • A location’s logo appears on feedback request pages and emails.
  • This logo is different to the account logo, which is a logo your client can upload to replace your logo in their dashboard. They / you can upload an account logo by heading to Admin > Settings > Account Settings
  • Each location can have its own logo independent of all the other locations in a client’s account.

Set Up Search Engine Rank Tracking

From the main menu, go to Locations > Search Engine Rank Tracking. If you have more than one location set up for this client, you’ll need to choose the location you’re working on from the dropdown menu.

Add your first keyword. This should be a keyword the client cares about, or should care about ranking for in their local area (tip – if you’re stuck, view their website’s home page to see which keywords appear in the description and title, or see which service categories they feature on their website).

You don’t need to add the client’s local area into the keyword unless a user searching for the business would too. For example, for a Dentist in Pasedena (CA), you might add the keywords “Dentist” or “Emergency Dentist”. The search we do will be automatically restricted based on a user being in the location’s area.

Add their main competitors

Go to Locations > Competitors and enter the Name and Zipcode of the first competitor.

If you’re unsure which businesses directly compete with the location you’ve just set up, a quick search in Google Maps for their category and area will usually reveal the top 3.

For example “Dentist in Pasadena” will show you the highest ranked Dentists in that area.



Modify the default templates if needed and run a test

For most clients, the default templates will be enough to get started until you can understand their needs a little better.

It’s still worth checking over the template and making sure it makes sense for what that client does. When creating the account, we ask whether people use or visit the business and use this to customize their templates, but sometimes further tweaking might be needed.

Head to Campaigns > Message Templates and choose the Email First Feedback Request. On the right-hand side of the screen, enter your email address after making any required changes and click “Save Changes and Send a Preview”. When the email arrives, we usually recommend testing both the negative and positive response flow. You can also do the same for your SMS templates.

Create an Email Alert

Email alerts keep your clients informed without them having to sign in which is ideal for busy business owners. They also create instant value when they see the benefit of new reviews they receive from using the service. To create a new alert on their behalf, head to Admin > Email Alerts and click New Email Alert. Two good alerts to start with are a daily summary, and an instant alert for negative feedback.

If you have multiple locations and want to notify specific managers about new reviews only for their specific location, you can customize this with the Locations to be alerted about dropdown.    

Add your client

Once you’ve completed all the above steps, you’re ready to add the client to the account. Head to Admin > Users and enter the user’s email in the Email Address box. 

You can choose between Standard Users (who have access to everything) and Restricted Users who have limited access and are unable to modify settings or create new locations. Your client will receive an email invite from your app installation, inviting them to create a password (or sign in with Google) and access their account.

Optional (but recommended!)

Create a One off Campaign

One off campaigns take an email list of past customers that your client has supplied, and sends out a daily batch of feedback requests. We automatically spread the campaign out over several days to ensure the client gets an even and natural looking distribution of new reviews. Go to Campaigns > Campaigns > {{New Campaign}} and choose One Off Campaign.

With a large enough list, your client is almost guaranteed to see immediate good feedback and reviews in the first few days of using the service.