Requests

Request Modes


Getting Started With Request Modes Customize your account more than ever, with the new Request Modes. Find the mode that makes the most sense for your business.     Click Settings > Request Modes to change your mode. Each available mode includes a brief description, to help you decide which i...

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Editing Email Templates


With our different Request Modes, you can customize your email templates like never before. It is important to note that the templates may vary slightly, depending on what Request Mode you're using, but the process to edit templates is the same.   1. Log in via https://rb.whitespark.ca/ and se...

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Editing the Feedback Landing Pages


Every customer that leaves you feedback will see one of your landing pages. You can customize the templates to best to fit your business.  It is important to note that the templates may vary slightly, depending on what Request Mode you're using, but the process to edit templates is the same.    ...

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Adding Survey Questions


When using Ultimate Mode, you have the option to add up to 4 additional survey questions to your Feedback Landing page, to bring in more detailed feedback from your customers. To add custom survey questions:   1. Log in via https://rb.whitespark.ca/ and select the business you want   2. Click on ...

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NPS Score & How NPS Translates to a Star Rating


The NPS (Net Promoter Score) is a way to quickly measure how satisfied your customers are with your business. The basis of the Net Promotor Score is that one simple question can tell you a lot about how your customers perceive your business. The question is: “How likely is it that you would recom...

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Add NPS Rating Confirmation Drop-Down to Feedback Landing Pages


In Ultimate and Review request modes, a NPS rating confirmation drop-down can be added to landing pages. This provides the customer a visual cue to review their rating and an opportunity to change it in the event they entered it incorrectly.    1. Log in via https://rb.whitespark.ca/    2. Sel...

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Legacy Mode: Asking Only for "Rating Only" vs. Rating + Direct Feedback


When using Legacy Mode, you have the option of asking for a rating only (NPS question), or a rating and direct feedback.      We found that asking for "rating only" greatly increases the click-through rate to Online and Social Media review links that you can add within Reputation Build...

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How Long Does It Take For Emails To Be Sent?


Reputation Builder has two different communication methods, that determine how your emails are sent. Please refer to this article on How to Change the Communication Method for more.    In Automatic Mode, Reputation Builder will send emails at the following times: 4:00 am, 7:00 am, 2:00 pm, 6:00 p...

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Feedback Requests Via SMS Text Message


The Reputation Builder SMS feature now allows you to send text message feedback requests, to reach your customers in a whole new way.   Why Send Feedback Requests Via SMS Text Message   Text messages are opened at a 98% rate – more than twice the open rate of email requests through the Reputation...

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How do I Edit the SMS Feedback Request Template?


You can customize your SMS templates, to best fit your business. This post shows you how to edit your SMS templates.   1. Log in via https://rb.whitespark.ca/ and select the business you want.    2. Click Requests > SMS Requests     3. Determine which type of message you want to send - SMS o...

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What's the Proper Format for International Mobile Numbers?


If you're using Reputation Builder in the UK or elsewhere in Europe, you need to know in which format to enter a customer's mobile number, to ensure they receive your SMS requests.   For international mobile numbers, this is the correct format: [+][country code][subscriber number including area c...

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What Happens if a Customer Opts Out?


Customers who do not wish to receive SMS messages from you can opt out, by replying "STOP".     Customers who reply "STOP" will receive a confirmation SMS, also advising they can opt back in by texting "START".     If a customer opts out, this will also appear in t...

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TextBack


TextBack offers customers real-time entry into your feedback process from their mobile phone. A customer self-activates the process by sending a keyword text to your SMS number. An auto-reply message delivers a link that connects them to the feedback and review process. TextBack is available for...

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Kiosk Mode


Kiosk Mode allows you to request feedback from your customer on-site. This is ideal for restaurants, medical offices, handyman and any other business that works and interacts with their customer in person.   We recommend using an iPad or similar tablet device. Simply copy your unique Kiosk URL in...

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Editing Templates in Kiosk Mode


There are a few templates in Kiosk Mode that you can customize, depending on which Request Mode you're using. If you're still using Legacy Mode, you can edit the Positive landing page, and the Positive Feedback follow-up email.   1. Click  Requests > Kiosk Mode.    2. Select the template you'd...

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