TABLE OF CONTENTS

Introduction

Welcome to the knowledge base article on the Campaigns section of the Hub, a powerful tool that enables you to optimise your feedback campaigns, tailor them to your business needs, and manage their effectiveness. Effective campaigns play a crucial role in enhancing response rates and gathering valuable feedback for your business.


To access the Campaigns section

  1. Log in to the Hub.
  2. Navigate to 'Campaigns'. 
  3. Click 'Manage campaigns' in the left-hand menu.



Through the Campaigns section of the Hub you can: 


  • Request Customisation: You can determine what requests are sent to customers and when they are sent.

  • Feedback Content Customisation: Tailor the content of feedback requests, feedback reminders, and 'not tried yet' reminder emails (and text messages if you have Feefo SMS).

  • Thank You Message Customisation: Customise the thank you messages displayed when someone leaves feedback.

  • Multiple Campaign Creation: If you have the Feedback Request Tool, you can create multiple campaigns for different purposes.


Default Campaign 


Every Feefo merchant has a default campaign, which cannot be deleted or renamed. For merchants without the Feedback Manager tool, the default campaign is the only campaign available, and all feedback request communications are sent through it.


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 Feefo 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. 


Test 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 Feedback Request Manager Tool and have multiple triggers on your campaign, you will receive emails from each of these triggers too.  


For more information, take a look at our Test campaign article



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.* 



*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 Feedback Request Manager Tool, you can create and customise multiple feedback campaigns to suit different customer journeys and product categories.  


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. 


Two templates are available: ‘Basic campaign’ and ‘Pre-post travel campaign’, both of which are fully customisable and can be tailored to suit any product, industry or customer journey.  


Pre-post travel campaign: This 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).  


Basic campaign template: This 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 be deleted only if no feedback requests have been sent from them. You can delete a custom campaign by selecting the 'delete' option from the 'actions' drop-down menu.


Using Triggers in Custom Campaigns


Triggers allow you to specify which feedback requests are sent to which customers, giving you full control over the feedback journey. Each trigger utilizes tags to determine which data is sent to which campaign. You can find out more about sales tags here. 


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 Feedback Request Manager Tool and add it to your account, get in touch with your dedicated Customer Success Manager or contact our support team. 


Campaign Templates


It's crucial to tailor your questions before starting your feedback campaigns. To do this, collaborate with your Feefo CSM or support agent to create templates that align with your specific needs. These customised templates can then be seamlessly chosen from the drop-down menu.


  1. Go to the "Campaigns Tab".
  2. Click "Manage Campaigns".
  3. Then click "Edit" or "Feedback Preferences" for Default Campaigns.
  4. Scroll down to the "Feedback Form" section. Here you can see the currently applied templated and the last modified date.
  5. Click "Customise Form".
  6. You can now choose to enable Product reviews, as well as Service and Custom reviews, selecting from the drop-down menu to choose the template you require.
  7. You can also re-order the sequence of the feedback form if required.


Note: Only the Feefo team can create templates, but you can enable or disable product templates as well as enable and assign service templates and modify order.




Add an iFrame message to your Thank You page


The Campaign Preferences section includes the option to add an iFrame banner to your thank you page. This banner can embed a self-hosted responsive HTML page of your choice.


The iFrame must be a responsive HTML page, and its size is determined by the device displaying the page (desktop, tablet, or mobile phone):

  • Desktop: 880 x 118 px.
  • Tablet: 707 x 118 px.
  • Mobile phone: 280 x 152 px.


To enable the iframe on the thank you page: 

  1. Choose 'Show iframe' banner 
  2. Decide as to which rating option (service, product or NPS) and what rating values/scores (service and product rating is between 1 and 5-star, NPS score is between 1 and 10) should insert the iframe into the thank you page. Only one iframe per campaign can be added and it can only be inserted using one rating option (service, product or NPS) but any number of rating values/scores can be selected for that option. 
  3. Use Show iframe when to configure your preferences. 
  4. We also need to know where your iframe banner is hosted. This is done by using the Iframe URL field to define the full URL (only https URLs are supported) to the iframe banner that you are hosting on your server. Once added, the Preview will update to display the iframe banner. A fully configured iframe banner form will look similar to:

Conclusion


Effectively utilising the Campaigns section of the Hub empowers you to tailor feedback campaigns to your business needs, enhancing response rates and gathering valuable feedback from your customers. By customising and managing campaigns, you can drive growth and improve customer satisfaction. For further assistance or to explore the Feedback Request Manager Tool, don't hesitate to contact our support team or your dedicated Customer Success Manager.