How do I make a referral?

Just send your referral link over to the person that you want to refer. You’ll find it under ‘Your referral link’ on the My Settings page within Hively.

How do referral payments work?

Referrals are payed out monthly via Paypal. Just add your Paypal email address on the Settings page under ‘Paypal email for referral payouts’.

Acknowledgements

Sincere thanks to the below people for letting us know about issues on our site:

• Vikas Srivastava, India
• Rahul Jagadeesh M
• Mohamed Saqib
• Pethuraj M
• Zishan Ahamed Thandar
• Sajid Ali
• Andre Krooss
• Boutine Adel

General Reporting

Hively provides you with data on your customer happiness and team member performance on the ‘All Ratings’ page. This page is accessible by all Team Leaders and Account Administrators. For Team Leaders, only ratings for members of their team or teams is shown whereas for Account Administrators, ratings for all team members are shown.

To get here, click on the ‘All Ratings’ page in the top menu. You will be taken to the All Ratings page. On this page you can filter the ratings by Happy, Satisfied and Unhappy and indicate if you only want to view ratings with WOW’s and/or comments. You can view this data for the last 7 days, last 30 or all time. You can also choose to view this data for your entire team, an individual team member or your customers. To view for a customer simply filter by their email address or their domain name. Example: ‘bob@acme.com’ or just ‘acme.com’ – no quotes needed.

The top section will show you trends for your different rating types and your overall customer happiness. It will also display each individual rating below so you can see details. All of this data can be downloaded into a .CSV file.

Remember – you can also get a summary of your teams performance emailed to you daily or weekly by activating this notification.

Advanced Reporting

In addition to the general reporting capabilities, customers on paid plans have access to Hively’s advanced reporting features. To access this, select ‘Actions’, then ‘Reporting’ from the main menu.

Pre-built reports

Hively provides pre-built reports for you that cover the most common reporting scenarios. Specifically:

• All Ratings: Details of all ratings on your account.
• Account Summary: Totals and percentages by rating type at the account level.
• User summary: Totals and percentages by rating type at the user level.
• Leaderboard: This is a multi-part report containing the Account Summary and the User Summary.

There is an ‘all time’ and a ‘last 30 days’ version of each of the above reports. For different periods, you can create a custom report as covered in the next section.

To run a pre-built report in the browser, click the name of the report from the report list on the Reporting page. Reports can be exported as HTML or CSV from the ‘Actions’ menu for each report on the Reporting page. Note: Multi-part reports can’t be exported in CSV format, only HTML.

Custom reports

If the pre-built reports don’t cover your needs, you can build, save and schedule your own reports. To create a report, click the ‘Add Report’ button at the top of the Reporting page. Choose a name and select your fields and filters. Click ‘Create Report Type’ when you’re done.

Tip: If you’re not sure which fields and filters to select, run a pre-built report that is similar to yours. At the top of the report you’ll see the fields and filters used to create that report. That could be a starting point for creating your report.

Multi-part reports

Multi-part reports can be used to combine multiple reports into one. The ‘Leaderboard’ pre-built report is an example of a multi-part report.

To create a multi-part report, click the ‘Add Multi-part Report’ button at the top of the Reporting page. From there, choose a name for the report and select the reports that you want to be included in your report. Any single-part report can be included in a multi-part report.

Multi-part reports can be run in the browser and exported as HTML, but cannot be exported as CSV.

Scheduling

Any pre-built or custom report can be scheduled to run automatically and sent to one or more email address. You can schedule a report from the main Reporting page. Find the report you want to schedule in the list of reports and select ‘Schedule’ from the ‘Actions’ drop-down for that report. Fill in the run date, frequency, recipients and format and click ‘Schedule report’.

Just click the Filter Ratings button to on the All Ratings page or My Ratings page to display the available filters.

Account Administrators and Team Leaders:

Users:

• Last 7 Days (View data from the last 7 days by day)
• Last 30 Days (View data from the last 30 days by day)*
• All Time (View data for all time by month)*

Previously, only paying customers could see the ‘Last 30 days’ and ‘All time’ options. However all customers now have access to these options.

The smiley images will only display to customers if you also see them displayed where you’ve pasted them. The snippets should paste properly anywhere HTML is accepted – email, CRM, website, etc.If you’re experiencing any issues with the Hively smiley images or the rating snippets here are some tips:

Be sure the snippets are being fully copied. Some people miss a few elements and items don’t render properly. You can copy the snippets from several areas in Hively:

• From the set up email that gets sent out to each user. In this method, be sure all images are being displayed prior to copying them. To do this, simply click the ‘Display Images’ or ‘Show Image’ button/link (Depending on your email client) in your email. Then, highlight the entire area, copy and paste into the desired location. Note: Be sure to white label the Hively domain (teamhively.com) so received emails won’t be treated as spam or have images blocked.
• From the user ‘Actions’ dropdown. On the Leaderboard, each user is displayed and has an ‘Actions’ dropdown button. Under this dropdown is a link that reads ‘Get Rating Snippet’. Clicking this will show you the rating snippet to copy. Highlight the entire area, copy and paste into your desired location. If you’re worried about getting all of it, click the ‘Show HTML toggle’ to ‘Yes’. Then, click into the box with the exposed HTML. Highlight all of the HTML and paste. Note: You will also find the Actions dropdown for each user on their individual ‘My Ratings’ page.
• Snippet Gallery. The Snippet Gallery is found on the under Snippets on the main menu. Here, you can click the ‘Get Snippet’ button for your chosen snippet. Highlight the entire area, copy and paste into your CRM. If you’re worried about getting all of it, click the ‘Show HTML toggle’ to ‘Yes’. Then, click into the box with the exposed HTML. Highlight all of the HTML and paste into your CRM.

If you’ve tried all of this and things are still not working contact us and let us know. When you  do so, it would be helpful if you could let us know a few things.

• What CRM (Salesforce, Assistly, ZenDesk, etc.) are you using?
• What email client and version (Outlook, Gmail, Yahoo, etc.) are you using?
• What browser and version (IE 8, FireFox 10, Chrome, etc.) are you using?
• Have you or any users pasted any snippet versions successfully into an email client or CRM? If so, which one(s)?

The first thing you can change is the Team Member Question. This is the question your customer will see when giving you feedback. It will be the question displayed for each of your users. You can also update the message displayed from your user. Be sure to leave in the short code: [team member name]. This will insert the users name into the message.

Next, you can upload a background image for the customer rating page. Uploaded images should be larger than 180px and less than 2400 x 1200px. Acceptable file types are .png, .gif, and .jpg. This image will fill the background of the customer rating page. This page has a functional area in the center of the page that is approximately 500 x 690 px. Your background page design should account for this.

Finally, you can change the color of the header area, page text, page background and button to better reflect your brand. To do this, simply click into the input box next to the option you’re changing. From here, you can type in the hexidecimal number of the color you’re looking for or use the color selector function to find the right color.

Click the ‘Update’ and viola! A newly branded customer rating page.

Note:

This feature is available for all paid plans. If you’re on the free plan you will need to upgrade to take advantage of this feature.

There are lots of options for informing your customers from posting it in a blog, sending it an email or having a conversation with them about it. To make it easier – we’ve created an email for you! If you click on the link below you will go to a page with a sample email that can be used to inform your customers about Hively.

https://teamhively.com/customer-email

To use this email, simply highlight the contents between the top and bottom dotted lines. Now, copy the contents and paste them into any email client or email marketing system that accepts HTML.

Feel free of course to change any of the text or apply/change any of the styling in the email before you send it.

Hively customer email: http://teamhively.com/customer-email

You can scan a QR Code with any QR Code reader/scanner typically found in the form of an app on your smart phone. In iTunes or the Android app store simply search for ‘QR Code Reader’ or ‘QR Code Scanner’ and you’ll have many options to choose from. Like any app, some are free and some cost money. The free ones work just fine and in no case should you spend more than $4.99 for one.

Once your QR Code reader is installed on your smart phone you’re ready to go! Next time you see a QR Code out in the wild simply bring up your QR Code Reader app, scan the image (most will do this for you automatically when they focus) and you will be presented with the QR Code’s information. In most cases this means you’ll be taken to a website. In some cases though you’ll have an image displayed, text message, phone number or image.

QR Codes are increasingly in popularity and we predict you’ll see them on almost everything soon. They are a great way to bridge the offline with the online world. They’re great for marketing, easy to access and universal to smartphones devices.

Give it a try – scan the image below: