Adding New Customers

In order to send feedback requests, you need to add customers to your account. 

There are a few ways to do this.

Past customers

Sending a one-off campaign to past customers will usually result in an immediate and steady increase in positive reviews for your business location. The system will handle splitting your full list into smaller chunks to prevent too many reviews coming in all at once.

From the main menu, choose Campaigns > Campaigns and click the New Campaign button.

Choose One Off Campaign, and enter your details.

Choose how many feedback requests you want to send each day and when you want the campaign to start. Breaking down your list into smaller daily segments prevents a flood of new reviews that can look unnatural on your profile, especially if you have few reviews to start with.

Click Add / Upload Recipients when you’re done. On the screen that follows, you can either Upload a CSV or Paste email addresses (maximum 1,000) directly into the box as pictured below.

Once you’ve uploaded or pasted your list, you’ll be asked to confirm your campaign details prior to it going live.

Current and new customers

2. Instant Feedback Request

From the main menu, click the ‘ +’ shortcut icon and choose Feedback Request

In the box that appears, enter / paste your customer’s mobile numbers or email addresses (maximum 50). You can separate numbers or email addresses with either a comma or newline. For example, either

John.doe@doe.com, (801)5555555,jane.doe@gmail.com

or

John.doe@doe.com

(801)5555555

jane.doe@gmail.com

will work. Your feedback requests will be sent straight away. You can see your newly added customers by heading to Customers > Manage Customers

Pros
+ Quick and easy to use. Great if you have the customer with you and they’re ready to give you a review on the spot.

Cons
- Only one message is sent to the customer, and you don’t have the option to follow up campaigns based on their satisfaction.

- You will need to go back and edit each customer if you want to add their name

3. Add Single Customers

From the main menu, click the ‘ +’ shortcut icon and choose Add Customers

On the screen that appears, enter your customer’s mobile number or email address along with their name if you have it (optional).

Choose a location that has an active campaign attached to it if you want to start the feedback process. You can add a customer to a location that doesn’t have a campaign, but no feedback requests or messages will be sent.

Once you add a customer, you’ll see a link to their new profile.

Follow this link to see which messages have been scheduled and when, from the log on the right of the screen.  

Pros
+ Adding a customer this way allows you to take advantage of Campaigns. Campaigns are great if you wish to take advantage of multiple ‘smart’ requests over both SMS and email. This gives you a better chance of receiving feedback versus just sending one request. 

+ You can chain campaigns together to create automated sequences that change based on the customer's satisfaction with the company.   

+ You can store the customer’s name and add them to specific groups if needed.

Cons
- Adding a customer to a campaign is more time consuming than sending an instant request, especially for people working out in the field on mobile devices.

- Depending on your campaign settings (for example, if you’ve set the first email to be sent after 6 hours), the customer may not receive a message straight away.

4. Add Multiple Customers

You can add multiple customers by uploading a CSV file with your customer details. The process is similar to adding a single customer but with a few differences.

From the main menu, click the ‘+’ shortcut icon and choose Add Customers. Choose the option to “Upload Customers from a CSV” found at the bottom of the screen.

Follow the instructions to format your CSV file and choose a location. Click the Select a File to Upload button and add your CSV file. Click Continue >> to check and upload your file. You’ll see a message telling you how many customers have been added for processing.

Customer imports are typically checked and processed within 15 – 20 minutes of being uploaded.

Pros
+ Adding a customer this way allows you to take advantage of Campaigns. Campaigns are great if you wish to take advantage of multiple ‘smart’ requests over both SMS and email. This gives you a better chance of receiving feedback versus just sending one request. 


+ You can chain campaigns together to create automated sequences that change based on the customer's satisfaction with the company.   

+ You can store the customer’s name and add them to specific groups if needed.

Cons
- Adding a customer to a campaign is more time consuming than sending an instant request, especially for people working out in the field on mobile devices.

- Depending on your campaign settings (for example, if you’ve set the first email to be sent after 6 hours), the customer may not receive a message straight away.

5. Add an Integration

You can connect your account to over 150 different CRMs, Accounting Packages and other software platforms to automatically add new customers based on rules that you define. We can also add bespoke integrations for any application or cloud-based software tool with an open REST API.  

Please contact us to set up a new integration.

Pros
+ Total automation = more reviews with no effort once the integration is set up 

Cons
- Custom integrations can take up to 5 working days to complete

6. Add customers through the API

You can create a custom integration to add new customers using the API. Full API documentation can be found at https://feedbackapi.com/#subscribers (you can also add a customer and send a request at the same time using the Feedback Request endpoint - https://feedbackapi.com/#feedback-request)

Pros
+
Allows for deep integration with your existing CRM or management platform

- Create custom rules for when to add a customer or send a feedback request

Cons
Requires technical knowledge and basic development expertise to set up