Campaigns, Customers and Locations
Before you dive into the platform, we recommend you take 60 seconds to understand how it all fits together, and ultimately how you can generate more customer reviews and feedback.
Everything starts with your location. You can have multiple locations in an account, or just one. For a retail business, a location is usually a storefront or outlet and for service businesses it’s most likely to be an office or area. It can also represent an individual within a larger organization such as a doctor or lawyer.
Think of locations as entities that receive reviews. On the platform, these act as containers for everything you do.
Customers are the people you add to a location. If a campaign is active on a location, then that customer will receive the campaign.
A customer is anyone you want to solicit feedback from, that you have delivered a product or service for. We cover adding customers in more depth in another article, but you can add customers by
- Direct entry of their email address or cell number in Add Customer
- Uploading a file with multiple customer’s details
- Creating an integration with software platforms you already use such as CRMs, email marketing platforms or accounting packages
- Triggering the add customer route in the API, to automatically add new people directly from your website, CRM or custom applications
Every customer has a log, which is a list of events that has happened for that customer (e.g. they were sent a specific email) and records every action they take. If you wish to delete customers automatically after a period of time to comply with GDPR regulations, you can do this in your account settings.
Within each location sits one or more campaigns. Campaigns hold together all the tools you use to communicate with or solicit feedback from a location’s customers. The platform has two types of campaign
This is a for adding customers on a regular basis - for example, new clients or patients after you complete work for them. Your ongoing campaign can have a sequence of emails or sms messages that go to customers based on certain conditions being met.
For example, you might want to send an email asking for feedback 1 week after a service has been delivered. Another example would be sending a voucher code by SMS to anyone that has previously left you negative feedback.
One Off Campaign
Typically used when you first start using the platform, a one-off campaign lets you drip emails over a number of days to an email list of past customers or clients. This gives you an instant burst of feedback by leveraging all your previous happy customers and usually results in a good amount of positive reviews to give your efforts a head start.
The platform allows you to upload a customer list, and schedule one or more emails to be sent over a pre-set number of days. (We automatically ‘drip’ the number of emails that are sent each day, to avoid you getting a significantly high number of reviews all at once, which can seem artificial if they all come in on the same day!).
Every campaign has two crucial components – messages and feedback pages.
Feedback Pages and Message Templates
These are the pages that you send your customers to in order to survey them. This can be a simple CSAT survey (e.g. Did you have a good experience – Yes or No) or something more complex like an NPS score or star rating.
Feedback pages also let you decide what you want to do based on a customer having a good or bad experience.
These are the emails or text messages that you send to customers in order to ask for their feedback. By default, your account is configured with two email templates and two sms templates (first and second attempts) and one email template for a one-off campaign.
You can customise templates with variables (for example the customer's name, or your location’s details) so you can use the same templates across different locations and campaigns.