New: Step Options for the Customer Feedback Request Process

David Serna by David Serna on October 27, 2017

A new section called “Steps” has been just added to the feedback settings menu so you can easily customize the steps your contacts will take when providing a rating based on what outcomes are important to you. Optimize your customer feedback process for testimonials, online reviews or just insights.

As of now, there are 4 Step options to choose from:

1) Comments & Reviews

On positive rating: Step1 > Rating   Step 2 > Comments Box  Step 3 > Review Links

On negative rating: Step1 > Rating   Step 2 > Comments Box

Goal: Getting customer insights, website testimonials, and Feedb microsite reviews while still having a chance of receiving some public reviews in sites like Yelp & Google.

Ideal for: New accounts that have very few testimonials to showcase.

2)  Reviews

On positive rating: Step1 > Rating   Step 2 > Review Links

On negative rating:  Step1 > Rating   Step 2 > Comments Box

Goal: Increasing the odds of receiving more public reviews in sites like Yelp & Google.

Ideal for: Accounts with enough testimonials to showcase in the business website and the Feedb Microsite.

3) Comments

On positive or negative rating: Step1 > Rating  Step 2 > Comments Box

Goal: Gathering website testimonials and Feedb Microsite reviews along with customer insights.

Ideal for: accounts not interested in getting public online reviews.

4) Rating

On positive or negative rating: Step1 > Rating

Goal: Gathering a rating only with no chance for comments.

Ideal for: Accounts interested in simple feedback only.