Customer Voice

Online reviews are critical to the success of a local business. In fact, nearly 90% of consumers say they’ll only consider using a business if they have an average rating of 3-5 stars.1 

With Customer Voice, you have the power to generate more reviews and boost your star rating. With just a couple of clicks, you can reach your customers via email or text, and collect reviews on the sites that are most important to your business.

It is a powerful listening tool that enables you to engage with your customers and deliver exceptional customer service. Plus, give you the ability to manage negative feedback in a timely manner so you can address the situation before it harms your reputation.

Customer Voice allows you to:

• Generate more reviews for your business: Build up your credibility with raving reviews and watch as new customers come pouring in. Simply choose a method, provide a customer list, and click send.
• Deliver a powerful listening tool: Customer Voice gives you the ability to listen to customer feedback and find ways to improve. Plus, it provides an avenue to address negative feedback before it goes live.  
• Boost star ratings across multiple review sites: With Customer Voice, you can choose which sites to ask for reviews on. This way you can target your most important customers, and look great on platforms essential to your business.

With Customer Voice, you can capture the voice of your customers and gain valuable insight into your business. You can customize the text of the message, but the default content will look like the sample below.

You can freely edit and change the contents of Review Generation E-mails to better reflect your business. 

In order to do this:

1. Click Settings.
2. Scroll down to the Review Request section, and select Edit Email. Note that there are two options:
   • My Preferred Sites – This Review Generation E-mail will ask people to leave reviews on 1 of 3 preferred sites you have chosen.
   • My Listing – This will have people leave a Review on your listing built with Listing Builder.
3. From here you will be brought into the “Review Request Template”. You can select a template for your review generation emails, as well as edit the content of your emails by selecting the Edit Content button in the top right corner.
4. From this screen you can edit the following fields:
   • Send From: Input which email address you would like the Review Generation email to appear it is coming from
   • Subject: The subject line of your email
   • Button Text (My Listing only): The text you would like to appear on your leave a review button. (Review, Feedback, How’d we do? etc.)
   • Button Color (My Listing only): Select this field to set the color of the leave a review button
   • Positive Button Text (Preferred sites only): The word you would like to represent positive feedback (Yes, Like, Would Recommend, etc.)
   • Positive Button Color (Preferred sites only): Select this field to set the color of the positive feedback button
   • Negative Button Text (Preferred sites only): The word you would like to represent negative feedback (No, Dislike, Wouldn’t Recommend, etc.)
   • Negative Button Color (Preferred sites only): Select this field to set the color of the negative feedback button
   • Your Business Logo: Select Upload Image to submit your business logo to appear at the bottom of the email 
   • Email Title: Select this field to edit the banner that appears at the top of your email
   • Email Greeting: Select this field to set how you greet your customers. You may choose from the drop-down menu options. Any selection with [Customer Name] will insert the customer’s name into your greeting
   • Email Message: Select this field to fill out the body of your message which will appear below the banner of your email
5. Once finished hit save at the bottom of the page. Now you can start sending out customized Review Generation emails to your customers!

Your customers are able to leave reviews directly on one of three review sites of your choice or on the My Listing page. You can toggle between these methods via the Settings tab of Customer Voice. The two methods are as follows:

My Preferred Sites

This method is currently only available via the Review Request email on the Generate Reviews tab. When selected, users will be asked if they would recommend the business. If they should choose Yes, they will be brought to a screen where they can choose between the preferred sites that are selected on the Gear Icon tab. Selecting one of these will bring the user to the business’s listing on the chosen site. If only one site is selected on the Gear Icon tab, the user will be brought directly to that listing.

Selecting No in the Review Request email will result in the user being brought to My Listing to leave their review as these can be suppressed.

My Listing

Reviews can be written by client’s patrons by accessing the review URL. This can be found by navigating to the Reviews tab, then click on the Gear Icon tab.

You can email potential reviewers by sending them the link right from the Generate Reviews tab. You can add single contacts or upload a CSV spreadsheet if you have a large number of people you would like to email. Then select the recipients you would like to email and customize the message. 

View from a mobile device. 

If a customer submits a positive review, they will be encouraged to copy that review and share it on other prominent review sites, such as Google and Facebook. You can customize which sites are displayed by navigating to the Settings tab. Here, you will see the review sites from the Listings tab. Sources where we were unable to find the business’ listing will be grayed out. If you have selected a source where the business’ info is inaccurate, it will not appear as a suggestion on My Listing until it is accurate. 

You can also edit the thank-you message that appears when a positive review or a negative review is left.

Where reviews appear depends on the option you’ve set under Review Request in the Settings tab.

• If you’ve selected My Preferred Sites, your reviews will appear directly on the sites you’ve directed users to.
• If you’ve selected My Listing, reviews will appear on My Listing, a page created automatically by Listing Builder.

If you are looking for an easier way to view, share, and respond to reviews left through Customer Voice, we highly recommend also activating Reputation Management.

You can embed our Review Generation Widget onto any website. To get the applicable code:

1. Open the Widgets tab.
2. In the Review Generation Widget section, customize your widget so it matches your branding or website. 
3. Once ready, select Copy Widget Code. 
4. You or your webmaster can paste the Widget Code into the HTML of the desired website.

You can upload a list of contacts to Customer Voice via a CSV file. On the Overview tab, click Request Bulk Email Reviews. Here you will be able to upload a pre-formatted list of contacts, as well as have the system validate that all addresses are formatted correctly.

The attached template provides the framework on which to build your CSV. Please note that each CSV can only contain 500 contacts. Further contacts will need to be broken into their own CSVs for upload.

If you have a WordPress site you would like to place the Review Generation widget on, follow the below steps:

1. Get the Widget code

1. Access Customer Voice.
2. Click the Widgets tab.
3. Copy the Widget Code.

Here you’ll find the Review Generation and the Review Display widgets.  You can adjust colors, preview the widgets, and copy the code for adding to your website.

2. Adding the widget to a WordPress page or post

1. Log into your WordPress site
2. Navigate to the post or page you want to add the code to (if the page already exists then go to that page)
3. Set the WYSIWYG (what-you-see-is-what-you-get) editor to “Text” mode (it won’t copy in properly if pasted in on Visual mode)
4. Paste the widget code into the editor
5. Save, preview, or publish your page to see your work

Notes: Make sure you use “Text” mode. You can adjust the “width” and sometimes a “height” option on these widgets.