The Campaigns section of the Hub allows you to customise your feedback campaigns, create new campaigns and manage their priority. Setting up, customising and managing your campaign is essential for boosting response rates and getting the right feedback for your business.
Through the Campaigns section of the Hub you can:
- Determine what requests are sent to customers and when
- Customise the content of feedback requests, feedback reminders, and ‘not tried yet’ reminder emails (and text messages if you have Feefo SMS)
- Customise your feedback request forms
- Customise the thank you messages displayed when someone leaves feedback
- Create multiple campaigns (if you have Campaign Manager Tool)
To access the Campaigns section of the Hub, log in and head to ‘Campaigns > Manage campaigns’ on the left-hand menu.
All Feefo merchants have a default campaign. It cannot be deleted, and its name cannot be changed. Unless you have Campaign Manager Tool, the default campaign will be your only campaign and so all feedback request communications will be sent from this campaign.
Next to your default campaign, you will be able to see:
- Pending requests – the number of sales that have been processed but haven’t had their feedback request sent yet
- Requests sent – sales that have been processed and have had their feedback request sent
- Responses – The number of customer reviews that have been left
- Response rate - The percentage of requests sent that have resulted in a customer review
You will also see your default campaign is ‘processing sales and sending requests’. This means all sales you upload to Feefo will be processed according to the default campaign’s ‘Campaign Preferences’ and ‘Feedback Preferences’.
All feedback received through this campaign will be published on Feefo's website and sent to Google, unless the campaign is set to private. To find out more about how to customise your campaigns, read our Campaign Preferences and Feedback Preferences articles.
Stop sending feedback requests
A default campaign must always be set to ‘processing sales’, but you can choose to stop it from sending feedback requests. To do this, simply click the red ‘stop sending requests’ button below the default campaign. If you have multiple campaigns, you’ll need to click the ‘action’ drop-down menu next to the campaign and then click the ‘stop sending requests’ option.
This allows you to pause requests from going out until you’ve made any changes to the content of the request and any changes you’d like to make. Any new sales data that is sent to while the campaign is paused will be processed and ‘pending’ until feedback requests are turned back on.
To start sending requests again, click the green ‘start sending requests’ button below the default campaign. If you have multiple campaigns, this option will be available in the ‘actions’ menu next to the campaign.
The ‘Test campaign’ feature allows you to see what your feedback requests will look like when they’re sent out to your customers. It’s a great way to preview your campaign and make sure it’s set up correctly before sending it out to all your customers.
To test a campaign, simply enter your email address into the ‘Test campaign’ box below the default campaign and click ‘send’. If you have more than one campaign, click the ‘actions’ drop-down menu next to the campaign you wish to test and click ‘edit’. On the next page, scroll down to the ‘Test campaign’ box, enter your email address and click ‘send’.
You will be sent every email that would be sent to your customer throughout the campaign, such as the initial feedback request, feedback reminder email and ‘Not tried yet’ email reminder. If you have Campaign Manager Tool and have multiple triggers on your campaign, you will receive emails from each of these triggers too.
If you have Feefo SMS and your campaign is set up to send feedback requests via SMS, you will have the option to send test SMS messages too.*
*Please note: Each test message sent is deducted from your monthly allowance. Since you could be sent multiple messages per test, we recommend you use this feature sparingly.
Create a new campaign
If you have Campaign Manager Tool, you can create and customise as many feedback campaigns as you like. This allows you to fully tailor your messaging to your customers and collect feedback from every stage of the customer journey.
Setting up new campaigns is easy – simply click the ‘Create new campaign’ button in the top-right of the ‘manage campaigns’ screen. You can also create a new campaign by heading to ‘Campaigns > create new campaign’ in the left-hand menu of the Hub.
You will be given the option of two templates: ‘Basic campaign’ and ‘Pre-post travel campaign’. Both are fully customisable and can be tailored to suit any product, industry or customer journey.
The pre-post travel campaign is ideal for travel businesses or if you want to see an example of a campaign with multiple triggers, as it comes setup with two triggers: post-booking (a feedback request is sent immediately after the booking so customer can rate the experience) and post-holiday (an email is sent after the customer has been on holiday, so they can rate the travel experience).
The basic campaign template is more generic and is set up for a single touchpoint, but additional triggers can be added at any time.
All new campaigns will be marked as ‘not processing sales’ and ‘not sending requests'. Unlike the default campaign, custom campaigns do not always need to be processing sales, so they can be listed as inactive until they’re needed.
To turn a custom campaign on, click on the ‘actions’ drop-down menu next to the campaign and select ‘start processing sales'. When you’re ready for feedback requests to start going out, select the ‘start sending feedback requests’ option from the same drop-down menu.
Deleting a custom campaign
Custom campaigns can only be deleted if the campaign has not sent any feedback requests yet. If no requests have been sent, click the ‘actions’ drop-down menu and select the ‘delete’ option.
Using triggers in custom campaigns
Triggers allow you to determine which feedback requests are sent out to which customers, giving you the ability to fully customise your customers’ feedback journey. Each trigger uses tags to control which data is sent to which campaign. You can find out more about sales tags here.
For example, the ’12-month lease’ campaign below sends feedback requests to sales that have been uploaded with the campaign tag of ’’12-month lease’ lease’ and the date tag of ‘start’, ‘3 months’, ‘6 months’, ‘9 months’ or ‘end’.
Any sales uploaded without a campaign tag that matches a trigger will have feedback requests sent from the default campaign.
If you have the same campaign tag across two or more campaigns, feedback requests will only be sent from the campaign which has the highest priority. Priority is determined by the campaign’s position in the list of custom campaigns. The campaign at the top of the list has the highest priority, whilst the one at the bottom has the lowest.
To change the priority of a campaign, simply hover your mouse in the white box of the campaign you want to move until a ‘hand’ cursor appears. Press and hold the left-hand mouse button and drag and drop the campaign to where you want it to sit.
To find out more about Campaign Manager Tool and add it to your account, get in touch with your dedicated Customer Success Manager or contact our support team.
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