TABLE OF CONTENTS

Introduction


Welcome to the knowledge base article on the powerful 'Campaigns' section of the Feefo Hub. This section empowers you to customise and manage entire feedback campaigns, including settings for thank you messages and the visibility of your reviews. By making use of these features, you can tailor your campaigns to match your brand and engage effectively with your customers. This article will walk you through the various options available within the 'Campaign Preferences' tab, guiding you on how to make the most out of this valuable tool.



Changing Campaign Preferences


To modify your campaign preferences, follow these simple steps:

  1. Log in to the Feefo Hub and navigate to 'Campaigns > Manage Campaigns' in the left-hand menu.
  2. Select the campaign you wish to customize and choose 'edit' from the drop-down 'actions' menu. 
  3. If you don't have the Feedback Request Manager Tool enabled, click the 'Campaign Preferences' button below your default campaign.
  4. Click on the 'Campaign Preferences' tab at the top of the page to access the customisation options.


The 'Campaigns' section in the Feefo Hub offers a range of customisable options to optimise your feedback campaigns. The following preferences can be set:



Campaign Visibility


Choose between 'public' and 'private' for your campaign. Public campaigns will publish all reviews to your Feefo merchant page and send them to Google. Private campaigns withhold reviews from the merchant page until switched to public, at which point all reviews will be published.


From Name


Customise the sender name for your feedback request emails to reflect your branding, this is set to Feefo by default.


From Email


Customise the email address for your feedback request emails to reflect your branding, this is set to Feefo by default.

Feedback Request Language


Alter the language used in your feedback request emails to better match your customer base.



Thank you message


The ‘Thank you message’ section allows you to tailor the message that’s displayed to customers after they leave a review. You can change the text for positive (four and five-star), negative (one and two-star) and neutral (three-star) reviews. 


For example, you may want to encourage customers who have left positive reviews to follow you on social media or give them a refer a friend code. If someone leaves a negative review, you may want to reassure them that your customer service team will be in touch to help resolve their issue.


You can also tweak the thank you message for every supported language. You can do this by using the ‘language’ drop-down list. Be sure to press the ‘save campaign’ button so you don’t lose any changes made.

iFrame


The iFrame feature enables you to add a responsive HTML page hosted on your server to your thank you messages. You can display the iframe by selecting the ‘Show iframe banner’ option, choosing when you want the iframe to display based on specific NPS, service or product review ratings and pasting the https URL where the iframe is hosted into the ‘Iframe URL’ box 


Once you’ve added the URL, you will see a preview of how your iframe banner will display. Once you’re happy, click the ‘save campaign’ button. 


Conclusion


The 'Campaigns' section in the Feefo Hub provides a wealth of customisation options for your feedback campaigns. By optimising campaign visibility, sender details, feedback language, and thank you messages, you can create a personalised and engaging experience for your customers. Additionally, the iFrame feature allows for seamless integration of responsive HTML pages. Utilise these campaign preferences to bolster your brand, improve customer interactions, and gather valuable feedback to drive business growth.