Customer Onboarding
Streamline Your Onboarding Project by Following Our Reputation Welcome Guide
Download our Welcome Pack and follow along with the guides below to ensure a quick, streamlined onboarding.
Prepare for Onboarding
Collaborate with Your Onboarding Team
Go Live and Access to Additional Tools
Our Reputation Welcome Pack Explained
Scroll down to access a walk-through of each section of our guide.
1. Start Here! – Your Locations (click to expand)
It all starts with your business locations!
This section of our pack is required for all customers, regardless of your module set, as your locations form the foundational pillars that all other Reputation products sit on.
Open your downloaded Welcome Pack excel file and head to the Locations tab. Once there, populate your data into the sheet, including any URLs for review and social sites you want to track.
2. Your Logo/Brand
Let’s get some branding added!
If you have Brand Guidelines or a link to your Company logo you can share with us, please attach a URL to access them in this section of our Welcome Pack.
If not, no worries! This can be discussed with your project team at a later date and you can skip this section of the pack.
3. Your Users & Roles
Ensuring proper access to the Reputation platform is really important. This section of our pack allows you to capture who should have access to the Reputation platform and more importantly, what rights and permissions they should have when using our software.
Please watch our video guide on how to complete your Users & Roles tab and then head back to your downloaded Welcome Pack excel file to fill out the details.
4. Your Listings Profiles
Your Listings tab in the Reputation Welcome Pack layers on some additional business information required for publish to key Listings sites.
If you’ve subscribed to this module, head to the Listings tab in your excel file and complete the additional columns in the file. Any information you’ve already provided in your Locations tab will be pre-filled for you.
If you’re stuck or looking for more guidance, please watch our Listings guide, to the right. There’s also a version of the tab specific to the Healthcare industry.
5. Requesting
Proactively requesting feedback is a big part of Reputation’s strategy to help you drive more feedback and grow your visibility online.
If you’re a Reviews or Surveys subscriber, head to the Requesting tab of your excel file and provide some basic wording you’d like to use in any email/sms request templates.
Alternatively you can design your own emails and share the HTML files with your Onboarding team once we’ve kicked off your Project.
6. Your Surveys
This section of our Welcome Pack is relevant for any customers subscribed to our Surveys module.
Capturing your Survey question sets and having them signed off internally prior to starting your Onboarding project will dramatically improve our ability to help you realize value out of the Reputation platform fast and effectively.
Please use this section of our Welcome Pack to populate your survey question sets, so our Onboarding team can build them to spec! The guide to the right will help you along the way.
7. Your Actions Workflow
Closing the loop on your feedback is a really important part of your strategy. If you’ve subscribed to our Actions module, this section of our welcome pack is designed to help you create effective flows relating to when tickets should be created, what escalation processes exist and how you structure and report on the performance of those tickets.
Watch our video guide to understand more on how to complete this section of the pack.
8. Connections and Credentials
Last, but not least, the Reputation platform can’t perform a lot of it’s tasks without connections to the key sites you need to track and engage with your customers on.
This means ensuring that all your public listings are in your control, that all listings pages on Google, Bing, Apple etc are claimed and verified and housed in a central folder you can share when requested.
The final tab in our Welcome Pack includes a helpful checklist of best practice guidelines when it comes to preparing for and sharing access to your business pages across key sites.
