Releases 🚀

Reply Rate Dashboard | Your most important review engagement metrics at your fingertips

2023-09-08T13:43:47.660Z

Eager to know what percentage of reviews you’re replying to? Want insights into which types of reviews get the most replies or which portals see higher engagement?

Great news! With our new Reply Rate Dashboard, you can effortlessly track your review response metrics. Get a clear view of your engagement, strengthen your customer interactions and boost your online reputation. Let’s take a look around.

Navigating the Reply Rate Dashboard

By source (NEW): uncover which platforms or portals garner the highest engagement. Discover where you're doing a great job at responding and where there might be room for improvement.

By review type: break down your reply metrics by positive, neutral, and negative reviews. This will help you ensure that every type of feedback, whether praise or criticism, is being addressed adequately.

Over time (NEW): track the evolution of your reply rates. Are you getting more consistent in addressing reviews over time? Find out and set benchmarks for continuous improvement.

Where to find your Reply Rate Dashboard

The Reply Rate Dashboard is under the Analytics 360 menu on the left-hand side of the platform, where it’s taken the place of the previous ‘Comment rate’ menu item.

This improvement is part of our ongoing effort to give you the best tools to succeed. We look forward to your feedback and can't wait to see how the new dashboard helps you achieve even greater results. Happy data exploring!

Performance by Source Dashboard | The simpler way to understand your Portals statistics

2023-08-08T07:36:02.932Z

Do you want to see on which portals you have the best reviews? To track your review scores over time? Or maybe you want some eye-catching visuals to share your results with your team?

Good news! We’ve created a new way to view your Portals statistics for better readability, usability, and data sharing. Introducing the Performance by Source Dashboard!

What’s new?

Easy-to-understand data visualisation

This upgrade is designed to make your life easier when it comes to understanding, using, and sharing your data. With this in mind, we've transformed your Portals statistics into easy-to-digest visual representations.

You can now see your review scores, reply rates, and review volume across different platforms at a glance. It's all the valuable insights you're used to — presented in a more intuitive and visually pleasing way.

Tip 💡your original Portals statistics are still available under the Analytics 360 menu if you need them

Sharing data made simple

We know it’s important for teams to easily share information. That's why, in the Performance by Source dashboard, you can now download each tile (or the whole dashboard) as a PNG, CSV or XLSX file.

Share your performance data seamlessly, aid your team discussions, enhance your presentations, or use them in your reports - all with just a few clicks.

Where to find your Performance by Source Dashboard

The Performance by Source Dashboard is under the Analytics 360 menu on the left-hand side of the platform.

Your AI Reply Assistant just got smarter 🧠

2023-06-29T14:15:07.903Z

We’re happy to announce some exciting updates to our new AI Reply Assistant, designed to help save you even more time and align your replies with your brand.

⚡ Smart Snippets: empower your AI with business-specific insights

Smart Snippets lets you "teach" your AI Reply Assistant how to handle up to 10 recurring praise or complaints specific to your business (like “expensive parking” or “amazing breakfast”).

Just feed these into your assistant along with how you’d typically reply. From then on, whenever these familiar topics come up in reviews, AI Reply Assistant will reply based on your guidance.

📣 Tone of Voice and Response Length: tailor replies to reflect your business

Our latest update also includes advanced customisation features that let you tune your AI's responses to mirror your brand's identity. With the Tone of Voice feature, decide whether your AI speaks in a formal or informal style, ensuring your responses consistently embody your brand.

Moreover, with the Response Length option, you have the control to specify the length of your replies - whether that be automatic, detailed or brief.

🔍 Where to find these settings

If you have AI Reply Assistant enabled, you’ll find a ‘Review Stream’ option under your Settings, as pictured below.

Not using AI Reply Assistant yet? Get in touch with your Customer Success Manager to find out how to generate unique, personalised review responses in just one click, starting from 50 EUR a month.

Introducing your new and improved Review Stream

2023-06-21T14:02:10.126Z

Managing your reviews just got easier 🎉

We're excited to announce a significant update to your Review Stream, packed with new improvements designed to make your review monitoring and management tasks more efficient.

The updated Review Stream now comes with a fresh look and improved user experience, with all the features you know and love, plus a few extra.

Here’s what you can expect.

Enhanced search and filters

Discover the power of convenience and speed in finding exactly what you need.

You can now effortlessly search for reviews using a variety of filters including language, reply status, date range and more.

Also, our advanced search allows you to find reviews containing specific words or even based on customer information like a name or email address.

Full control over your response templates

With the ability to create, edit, or delete your response templates, your review replies will always hit the mark.

Use templates to address common themes, or set up repeated phrases like salutations and sign-offs to further streamline your review reply workflow.

Share reviews via email

Need some input from a colleague or want to share a company win?

You can now send reviews directly via email from the platform, fostering smoother collaboration with your team.

How to access the updated Review Stream

You’ll find the newly enhanced Review Stream via the purple banner at the top of the platform. If you want to continue with the classic version, you can easily revert to the old design there too.

Reply to Reviews 3x Faster With the New AI Reply Assistant

2023-05-24T07:00:00Z

We’re thrilled to announce the launch of AI Reply Assistant, the tool that crafts instant, personalised review responses with just one click.

Reclaim Your Time

With AI Reply Assistant, you can respond to all your reviews in minutes, freeing up resources that you can reinvest into your business.

Build Your Reputation

Businesses that reply to reviews are seen as 1.7x more trustworthy. AI Reply Assistant makes it easy to boost your response rates, so you can attract more customers.

Make Your Customers Feel Heard

AI Reply Assistant doesn't just generate stock responses. It understands the exact topics and sentiments of a review to craft personalised, human-like replies that show customers you care.

Stay in Control and Maintain Consistency

AI Reply Assistant gives you the flexibility to review each reply before hitting ‘send’, ensuring that your responses maintain that all-important human touch.

How to Get Started With AI Reply Assistant

AI Reply Assistant is an add-on to our new and improved Review Stream, with prices starting from 50 EUR a month. To find out more or to get set up, request a call from your Customer Success Manager and they’ll be in touch soon.

Webinar | Come ottimizzare il questionario, implementare nuovi KPI e migliorare il tasso di risposta

2023-05-11T06:58:03.140Z

stai facendo un ottimo lavoro con la raccolta dei feedback dai tuoi ospiti, vediamo come implementare gli indicatori chiave di performance e come possiamo suggerirti qualche idea per ottenere dei migliori tassi di risposta.

- Come ottimizzare il questionario

- Come implementare i nuovi KPI

- Come migliorare i tassi di risposta

Webinar | Tre semplici passi per migliorare la tua Reputazione Online, e...alcune novitá sulla nostra piattaforma

2023-04-25T12:01:40.820Z

Durante questa sessione scoprirete com’è semplice navigare il nuovo backend di Customer Alliance e quali novità sono state rilasciate

- Come Monitorare e Controllare: Nuova dashboard / Report Email / Comparazione e Competitors

- Come Agire: Commentare tramite il Flusso di recensioni / Assegnazione Tasks

- Suggerimenti e Best Practice

Webinar | Semplici passi per ottenere recensioni migliori

2023-04-05T07:52:01.285Z

Come incoraggiamo il numero e la qualità delle recensioni!

Durante questa sessione scoprirete i migliori trucchi per aumentare la soddisfazione dei vostri clienti e nello specifico:

- Come usare la Guest list

- Come richiedere una recensione

- Dove invitare gli ospiti a recensire

In-Email Survey

2022-08-04T13:33:38.774Z

Get Better Response Rates With New In-Email Surveys

Your survey invitation just got better! We’re excited to announce that you can now display the first question of your survey right in the body of the email. The end result? A higher response rate and even more valuable feedback. Let’s take a closer look at how it works.

Reduce Friction For Your Customers

Previously, customers reached your survey via a button in your invitation email. With our new feature, they can answer the first question directly in the email.

On answering this question, your customer will be taken straight to the full survey to pick up where they left off. Their response will be saved, and their screen will automatically focus on question number two.

With a seamless transition from the email invitation to the survey, the in-email survey feature reduces friction, resulting in even more responses. Interested? Here’s what you need to know:

How To Set It Up

Want to get started with in-email surveys? Set up couldn’t be simpler.

Go to the ‘Settings’ menu and click ‘Automated sending’
Click ‘Edit’ on your email invitation and then ‘Show first question in email’
To see what it will look like, just click the ‘Preview’ button. You’re good to go!

Just remember, to display in the email, your first survey question must be a ratings-style question such as NPS, CSAT or CES. If it is free text, multiple choice or any other type of question, the invitation email will show the original button to take customers to the survey.

In-Web & App Surveys

2022-06-29T13:24:00Z

Capture Feedback In The Moment With Our New In-Web And In-App Surveys

We’re so excited to announce the launch of in-app and in-web surveys! Also known as microsurveys, they offer a short, targeted and timely way to collect customer feedback right inside your website or app.

With lots of use cases and instant, actionable data, we can’t wait to see how microsurveys will get you even better results. But first, let’s dive in and learn more about this powerful feedback tool. Here we go!

In-Web And In-App Surveys vs “Traditional” Surveys

Traditional surveys are multi-question or multi-page and are often sent to the customer via email. These types of surveys still hold tremendous value, providing deep insights that are key to any Voice of the Customer program.

But there are some instances where bigger isn’t necessarily better. Microsurveys are the perfect complement to traditional surveys, targeting the here and now of specific customer scenarios.

What Makes In-Web And In-App Surveys Different?

Microsurveys ask just one core question (with an optional conditional question), making them quick and easy to complete. By reducing the number of steps the customer needs to take, microsurveys reduce friction.

As they appear right on the screen, they also eliminate the need to leave the website or app to give feedback. This results in a higher response rate and even more valuable data for your business.

Microsurveys allow you to ask the right questions at the right time with customisable triggers. Your microsurvey could appear on a certain page, like a booking confirmation. Or it could pop up when a customer clicks a specific button, for example after hitting ‘Send’ on a message. This helps capture feedback when the topic is still fresh in the customer’s mind (which will again make them more likely to respond!)

How To Use In-Web And In-App Surveys

In-web and in-app surveys can be used for many different question types depending on your business goals. This includes:

Numerical ratings (for metrics like NPS, CSAT and CES)
Star ratings (e.g. to share opinions on the quality of an article)
Free text fields (e.g. to provide suggestions about a product)
Multiple choice (e.g. to give a reason for cancellation)

Sounds Great! How Do I Get Started With In-Web And In-App Surveys?

Simply schedule a call with your Customer Success Manager who will answer your questions and help you get set up!