Manage Campaigns

TABLE OF CONTENTS

• Introduction
• Default Campaign 
• Stop Sending Feedback Requests
• Create a New Campaign 
• Deleting a custom campaign 
• Campaign Templates
• Summary

 

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 'Collection'. 
3. Click 'Manage campaigns' in the left-hand menu.

 

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. 

 

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.

 

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 "Collection 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.

 

Summary

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.