Quick Start Guide

Welcome To GatherUp

We’re excited you’ve chosen GatherUp as your platform to listen to, understand and engage customers. You’re ready to turn the customer voice into customer loyalty. This quick guide will help you get your account set-up and your business started with gathering customer feedback and reviews. While GatherUp is a very robust platform, this “Quick Start Guide” was created to have you up and running in about an hour.

This quick guide will guide you through the following milestones:

1. 1

   Adding a new business

   • Creating the business
   • Authorizing your Google Account
   • Adding your logo and brand colors
2. 2

   Selecting your review request flow

   • Survey & Reviews Flow
   • Ratings & Reviews Flow
   • Public Reviews Flow
3. 3

   Adding customers to request reviews

   • Send Mode
   • Automated Methods
   • Manual Methods

Building A Better Business

We’re excited to work with you and know that our product will help you in your goal to build a better business by listening to your customers. GatherUp is a proven platform and process to gain customer insights and feedback by offering:

• Consistency – Ask all of your customers for feedback

• Simplicity – Once set-up, just add customers and work to improve

• Clarity – Capture Net Promoter Score, ratings, testimonials and reviews

Setting Expectations For Results

First let’s look at some baseline expectations and terms that will help you.

• Our platform makes it easy to collect feedback and reviews, but it can’t turn 2-star service into 5-star reviews.
• The platform is the engine, but your customers are the fuel—consistently add their emails or phone numbers to drive feedback.
• It’s a numbers game: only a portion of customers will open messages, and even fewer will click through to leave reviews.

IMPORTANT TERMS:

1st-party review

Customer reviews, comments, feedback, testimonials or any text given directly to you, the business.

3rd-party review

Customer comments written at online review sites like Google, Facebook or Tripadvisor.

Net Promoter Score (NPS)

A business metric to help you measure your “word of mouth” growth for your business.

1. Adding Your Business Location

Our Set-Up Wizard will assist you with each new location addition. As you may or may not have gone through this yet, we will walk through the process and highlight where you can find these settings to update at any time.

GatherUp starts with creating a profile for a business location. If you are a one-location business, then just adding your location is all you need. If you have 3 locations, you will need to create a profile for each business location (this is because each location will have its own data and online review profiles).

Here’s how to add your business locations:

1. On the top left of your business dashboard you will find the button to add a business. Click this button.

   

2. Confirm that you would like to add a new location

3. In the business name field enter the business name and select the appropriate business. Once selected click continue.

   

4. In the next screen you will confirm the business details. Verify the address, phone number, website and select the appropriate Business Category.

5. In the next step you will enter the business owner details.

   

6. In Step 3 you are prompted to authorize GatherUp to connect to the business’s Google Business Profile. This will enable more frequent pulls of reviews and the ability to respond directly to reviews from GatherUp. We highly recommend doing this step.

   

7. After adding you will be asked to ensure the Google link is correct by selecting “Yes, that’s correct!” and select continue to authorize Google, and then click Continue to Requests.

8. In the final step you will modify the review survey seen by the end customers. Add a logo, select your accent color and toggle between NPS or Stars.

   

9. Select Send Test and Finish to complete

Settings → Business Details

This is an important section to confirm and update business details such as address, phone, email, website or owner information. This page will display the current status of your SMS verification which is required to send SMS review requests. Note, this process can take a few days to complete, especially if there are updates to the details required. Please reach out to support@gatherup.com with any questions or issues.

Settings → Online Review Links

While we completed the addition of Google monitoring in the previous steps, the business may want to monitor and request from other 3rd-party online review websites.

To add more links simply click on the drop down to select from the number of review sites listed. We suggest you open a new window or tab in your Internet browser and go to the profile page of your business on that site. You want to copy/paste the URL of that profile/listing into that site you selected in GatherUp.

2. Selecting your review request flow

Request Templates are predefined sequences for sending out review requests to your customers. Each template represents a different strategy, tailored to achieve specific outcomes. Our modes have various options for requesting feedback, capturing Net Promoter Score, gathering 1st-party reviews, segmenting customer experiences (positive or negative) and encouraging 3rd-party online reviews. You will choose one of the following:

DIAGRAM A: This diagram is to give you an idea on the touch points

Edit The Flow Of Your Chosen Request Mode

On the Request Modes page, you will select the request flow from the drop down under Request Setup at the top left of the page. Once you have selected your mode you will edit the content, steps and options of that mode on the right side of the screen.

It’s important to note that each mode is separate and has its own settings, content, and steps in the process.

There are many options to customize including:

1. 🙂 Positive Feedback Page – This page displays for users that rate you positively* and asks them to write a 3rd-party online review.
2. 🙁 Negative Feedback Page – This page displays for customers rating you negatively* and offers an apology as well as a call to action to leave more direct feedback to the business. 3rd-party review sites are also shown here to be in compliance with the Federal Trade Commission’s guidelines and best practices.

To edit each step, click the step in the left navigation to get the preview on the right side. You will then be shown the editor for that step so you can customize and save the content. Be sure to scroll down through each step on the left and edit the content as you require. You will also see how the logo and colors you selected earlier are reflected in these follow up steps.

You will notice some steps have ON/OFF options available and timing settings for automatic delays. Again, each step has its own template, content and options so review them closely.

Settings → Feedback Settings

The Feedback settings page is an option under settings that we referenced previously. For businesses looking to try new strategies, or have greater flexibility with their request process, the Feedback Settings section can help with the following items:

1. Default send methods (email, SMS or both) for the initial request, and survey reminders for SMS messages.
2. Adjust repeat customer thresholds. These settings give flexibility to businesses that have many repeat customers and want to control the number of requests a customer may receive.
3. Updates to your Rating Settings. Flexibility to do NPS or Stars and control the threshold at which a review is positive or negative.
4. Updates to Landing Page. These are customizations you can make to the Landing Page to show certain fields or copy.

In addition, this is the best place to find the specific URL and QR code to prompt for a review request from customers. These links can be copied and applied to your various resources to increase review generation.

For a detailed breakdown of each of these features please visit our help center article Feedback Settings.

3. Add Customers

GatherUp offers many different ways to acquire feedback from your customers. The most common way is to use your customer’s email address or mobile phone number to proactively ask them for feedback and reviews. But before we add our first customer we will want to be sure and decide on what will happen once a new customer is added.

Send Mode

Located on the Customer Activity screen for the specified business, you have the ability to set the Send Mode to Manual or Automatic. If specified as Automatic, new users will automatically be queued to be sent a review request during business hours. If set to manual, a user will need to manually select which profiles to be sent a review request.

Different methods to add customers

We offer a number of methods to help capture customer information to request more reviews. We have both manual and automated options that give you the greatest opportunity and flexibility to find what works best for you.

You’re Up And Running, What’s Next?

We’ve covered the basics to have you up and running with GatherUp. We’re hoping this Quick Start Guide will help you build better relationships with your valuable customers. Following the tips in this guide will help you get more reviews, centralize your online review management and help market your business to new customers.

With all these new reviews, we would suggest taking a look at one of our features to help streamline responding to these reviews. Please take a look at our Suggested Review Response feature. Not only get notified of new reviews but have an AI suggested response you can action on immediately.

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