Review Platform FAQs

How do I add customers to the system?

The platform offers many different ways to acquire feedback from your customers. The most common way is to use your customer’s email address or phone number to proactively ask them for feedback and reviews. Here’s how:

Add A Single Customer

Select Customer Activity from the menu for the location you wish to add a customer to. To add a single customer: 

• Click + ADD CUSTOMER. 
• Add their first name, last name, email address (or mobile number) and then check “Send feedback request immediately”.

Upload (Batch Import) A Customer List

To upload a list, from the menu go to Requests > Import Customers.

• Select the Excel Spreadsheet or CSV file you wish to upload.
• The uploader will show you the columns in your spreadsheet and will auto-assign them to the fields in our platform. You can change the auto-assign as needed. If a column from your spreadsheet is not needed, simply set it to “Nothing (skip)”.
  
  

Connecting an Integration

If you are using one of the below integrations you can easily connect your software tool to our platform for automatic customer data synchronization. You may need Cybernautic’s assistance to do this, so reach out if you believe it would be a good option for your company.

• Spreadsheet solution Google Sheets
• CRMs Salesforce or HubSpot
• Email providers Mailchimp or Constant Contact o Billing and finance software Quickbooks

How do I turn on automatic requests?

Sending Your List

Once you have added a list of emails, you will want to set the requests to be sent automatically. From the Customer Activity screen, in the Request Mode box at the top of the screen, click the small blue arrow to select Automatic.

• From the pop-up window, set the number of emails or text messages to be sent per day. 
• If you are uploading your list of new customers once a month, set the emails/texts per day to clear that list in 30 days. 
• If you are uploading a list of 600 customers from 6 months’ worth of transactions, you will want to disperse requests over 2 or 3 months. It is BEST to mimic your real-world customer cycle.

Example: Average of 150 customers per month, set to 5 per day. Average of 450 customers per month, set to 15 per day.

★ Pro Tip: DO NOT send out all of your requests in one day (our setting helps regulate this). This approach will hamper the dates on your Review Widget display and can also trigger filtering by the online review sites like Google, Facebook, and Trip Advisor when multiple reviews show up on one day. The search engines and review sites are looking for a natural flow of reviews, otherwise they get suspicious and start filtering them.

Send Yourself A Test

Add yourself and/or other staff members as a customer to the platform and hit send. You can then see the process as your customer does to fine tune anything.

How do I choose what reviews are published on my website?

Cybernautic will install your review widget on a “Reviews” landing page on your website (and if desired, can also install the Conversion Pop-Up Widget on your homepage).

What to do if you receive a negative review:

If a negative review comes in and you want to ensure it will not be published to your website, go to the Customer Activity page and click the “Manage” button next to the review you wish to hide. Toggle the “Show in widget” setting to OFF.

I received a new review, but it is not showing up on my website?

If you see the review in the Customer Activity section of the Review Platform, more than likely there is a delay setting in place between receiving a new review and publishing it to the Review Widget on your website.

To publish immediately, click the “Manage” button next to the review you want to publish. Then toggle the “Show in widget” setting to OFF, then ON again.

How Do I Reply to a Review through the Platform?

Our Review Generation platform makes it easy for you to reply to reviews directly through the platform on various third-party websites. Some, like Google and Facebook, do require you to authorize access prior to this feature being activated.

• To set this up, navigate to “Publish” > “Social Sharing”. 
• Click the “Connect” button next to Google to login to your Google Business Profile. It should show a checkmark if it successfully connects. 
• Next, do the same for Facebook and login to the personal account that owns the page associated with your Business.

Once you have provided profile authorization, navigate back to the “Customer Activity” page. Then click the “Manage” > “Reply” for the review you wish to reply to.

This feature is currently only available for Facebook and Google, however all platforms include a way to generate your reply in the system and then copy it to easily post in the respective platform directly.

★ Pro Tip: When generating your reply, try using the embedded ChatGPT feature to create a custom response based on the user’s review!