Each user in Hively has access to the Rating Snippet Gallery. Here they will find multiple snippet options. As the team leader, you can set the default snippet for your team – but each user can still use different snippets for different situations.

Here are some examples:

Use the Classic, Single Link or Sleek snippets in your HTML email signature. Now, every time you email a customer you can show them you’re interested in receiving their feedback.

Use the El Grande or Multi Links in your ticket tracking system or web forum. This way, when you send a ticket or answer a question in a forum, you’re customers can rate the response.

Use the Full HTML snippet to paste into your email marketing campaigns or issue resolution email. If you solve an issue for a customer have your CRM or ticket tracking system send out an email asking if their issue was solve to their satisfaction. Or, periodically check in with your customers by sending out an email asking for feedback.

The QR code snippet option lets you download a QR Code that can be printed onto name badges, placards, timesheets, business cards, posters, signs – anywhere you can think of. Now, your customers can give you feedback directly through their smart phones.

Try using all or combinations of these different methods so you’re sure to gather customer feedback at every touch point.

The notification that goes out also includes the points earned, details of the customer that left the rating and where the user is currently ranked on the leaderboard.

Customer rating notifications are turned on by default. To change this and turn them off simply select Notifications from the main menu and toggle the icons to off next to ‘Customer Rating’.

To access this snippet go to the snippet gallery by selecting Snippet from the main menu under Configuration.

Click the ‘Get Snippet’ button on the Full HTML Email snippet. A pop up will appear with the full snippet. You can copy the snippet in one of two ways:

Option 1:

• With you mouse, place your cursor just under the top dotted line.
• Click and move your mouse down highlighting the entire snippet.
• Stop just before the bottom dotted line and be sure the entire snippet is selected.
• Paste the snippet in your desired location.

Option 2:

• Click the ‘Yes’ toggle at the bottom of the pop up where it asks if you want to ‘Show HTML’
• You will now view the HTML of this snippet.
• Now you can simply click into the box, highlight all (Ctrl A on a PC | Command A on a Mac) or
• With you mouse, place your cursor at the top of the box.
• Click and move your mouse down highlighting the entire snippet.
• Stop at the bottom of the box and be sure the entire snippet is selected.
• Paste the snippet in your desired location.

Once you have the snippet pasted you can edit the default text in the email to send your own custom message.

Note:

This is the exact same email that will be sent to customers when you use the ‘Request a Rating‘ feature.

Also, if you’re in the HTML mode you can make modifications there as well. We highly advise you only do this if you’re comfortable working with HTML and CSS.

• Email signatures in any email client
• Into the email and ticket templates of popular CRM’s like Salesforce and ticket tracking systems like Zendesk and Help Scout
• Websites, social media sites and support forums
• On business cards, name badges, placards, poster boards and displays

You can request a rating in 1 of 2 ways.

Option 1 – On your ‘My Ratings’ page select ‘Request Rating’ from the ‘Actions’ menu at the top of the page. Complete the fields and send your rating request.

Option 2 – On the Leaderboard page click the ‘Actions’ menu on your summary profile area. You will see a link that says ‘Request Rating.’ Complete the fields and send your rating request.

The Free subscription option allows you to send rating requests to a single recipient at a time. However, the paid Hively subscription plans allow you to request feedback from multiple recipients at a time.

To send to a single person…

1. Type in the recipients name
2. Type in the recipients email address
3. Create a subject line for the email you’re going to send
4. Type in your custom message that will be displayed in the email and click submit!

To send to multiple people…

1. Click the ‘Multiple Recipients’ link.
2. Type in the recipients names and emails in the same manner you added users. Example: John, john@acmeinc.com
3. Type in one recipient name, email per line. You can also copy/paste from another list.
4. Create a subject line for the email you’re going to send.
5. Type in your custom message that will be displayed in the email and click submit!
6. Currently this feature enables you to send rating requests to up to 25 people at a time.

When customers start giving you feedback from a requested rating there is an indicator on the rating in the form of a check mark in the top right hand corner of the rating.

• Log in to Hively as an Administrator of your account.
• Select Fields from the main menu under Configuration.
• For the Standard Fields, for each rating type select the Name Email and Comment fields that you would like to be mandatory.
• Click Submit.

If you do allow for anonymous ratings, when customers leave a rating for a team member they will then have the option of leaving it anonymously or adding a comment and/or leaving their contact information. Giving them the option to leave anonymous feedback can often times make them feel more comfortable in providing honest feedback. We realize getting all the data you can is important and of course we’d all like to know who provided each rating. But look at it this way – if they had to leave their information, they might not have said anything. At least with the anonymous option you’re getting some feedback.

To encourage customers to leave more details, customizing the question and/or URL text in the rating snippet. When you request a rating, customize the message you send encouraging them to also leave comments. You can also customize the messages your customers see when they leave you comments.

Hively is designed to allow your customers to quickly and easily provide your team members with one click, feedback. However, your customers can also provide additional detail on their ratings if they choose on the customer rating page.

Customers can also provide:

1. Name
2. Email address
3. Additional comments to support their rating

Note:

If a customer leaves you a WOW all fields are required to be filled out.

We recommend you customize the messages on the Customer Rating Page to encourage customers to leave more details on their feedback. For the Thanks page, we recommend you leave ‘Thanks’ messages appropriate to the rating type the customer gave.

To customize these messages do the following:

1. Select Customization from the main menu under Configuration.
2. The default view is for the Happy rating. You can customize the messages for the Satisfied and Unhappy ratings by clicking on the Satisfied and Unhappy smileys respectively.
3. Enter the text you want the customers to see on the Customer Rating Page via Rating Message for Happy/Satisfied/Unhappy
4. Enter the text you want the customers to see on the Thanks page via Thanks Message for Happy/Satisfied/Unhappy