A few things you’ll need:

• An account created in Hively with your team members added
• A CodeTwo Exchange Rules Family account

Step One

Log into Hively and select Integrations from the main menu under Configuration. Select CodeTwo from the integrations list. Next, for each user listed enter their email address as their CodeTwo identifier. In almost all cases this will be the same email address that the user was registered with in Hively.
 

Step Two

Next click on the Get Snippet link and copy the HTML view of the Hively snippet. To copy the HTML view, you’ll need to click the ‘Show HTML’ button prior to copying.
 

Step Three

Run the CodeTwo Manage Signatures App and add your Hively snippet to the appropriate signature rule. CodeTwo cover this step in detail in the ‘Adding the survey in CodeTwo Exchange Rules’ section of this article. It’s a great resource and we recommend you refer to it for the details on the CodeTwo side of the integration.

Find out more about CodeTwo Exchange Rules Family here.

Important note

In some cases, the smileys in your signature need to be updated after pasting into CodeTwo. To check if yours are affected, please follow the below steps:

1. Enter the signature editor in CodeTwo, right-click the rating button and choose Edit hyperlink:

2. Replace %7BE-mail%7D with {E-mail} and %7BRecipient%20address%7D with {Recipient address}:

Repeat these steps for each smiley and the link under the smileys.

So, when a rater gives their consent to share their feedback, Account Admins will now see Twitter and Facebook icons next to that rating on the All Ratings page in Hively. Click the icon and you’ll be prompted to share the rating to your Facebook company page or Twitter feed.

For Twitter, the rating will be shared via the Twitter account you’re logged into, or if your not logged in you’ll be prompted to do so. Once shared, the rating will appear on Twitter like the below:

Similarly for Facebook, you’ll be prompted to log in if you aren’t already. Assuming you want to share the feedback to your company’s page and not your personal account, you will need to change the ‘Share on your timeline’ option to ‘Share on a page you manage’. Once shared, your feedback will appear like this:

As always, we’d love to hear your thoughts on this new feature, best of luck sharing just how much your customers love your company with the rest of the world!

It’s easy to insert Hively rating snippets into UserVoice. Now you can measure customer satisfaction for each of your team members through your UserVoice email templates. Here’s how to do it.

A few things you’ll need:

• An account created in Hively with your users added
• A UserVoice account on the Pro tier

Step One

Go to UserVoice and get the Staff ID for each of your team members. You can get this by going to Manage Staff and clicking edit for each staff. The ID is in the URL (it’s the number at the end ie. 1, 2, 3, etc.)
 

Step Two

Login to Hively and click on the menu in the top right, then select Integrations. Select UserVoice from the integrations list. Enter the Staff ID’s you collected from UserVoice and enter them for each user.

Step Three

Next click on the Get Snippet link. In the popup window, click the Show HTML link, then copy the code.
 

 

Step Four

Go back into UserVoice and edit the email templates you want to have the snippet appear on and paste the snippet code into the template.
 

A few things you’ll need:

• An account created in Hively with your users added
• A Kayako account

Step One

Go to Kayako and get the username for each of your users. You can get this by going to Manage Staff and clicking edit for each staff member.

Step Two

Login to Hively and select Integrations from the main menu under Configuration. Select Kayako from the integrations list. Enter the usernames you collected from Kayako for each user.

Step Three

Next click on the Get Snippet link. In the popup window, click the Show HTML link, then copy the code.
 

Step Four

Go back into Kayako and edit the email templates you want to have the snippet appear on and paste the snippet code into the template. This is likely going to be the email_ticketstaffreplyhtml email template.

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’.

A few things you’ll need:

• An account created in Hively with your team members added
• A Desk.com account
• Emails set up in Desk.com

Hively Instructions

As an Account Administrator, select Integrations from the main menu under Configuration. Next, enable the integration by simply selecting Desk from the list. A list of your users will now appear below. Find the Desk User ID for each user and type it in next to their name. Click the Update button.

Now, click the ‘Get Desk Snippet’ button. The snippet in the pop up is the Snippet you’ll cut and paste into your Desk email template. This snippet will be your default account snippet in Hively.

Desk.com Instructions

Now you can insert your Hively rating snippet into Desk.com. Start by editing the Email Reply Template ( Admin -> Channels -> Email -> Reply templates). Please note that this only works with Desk’s custom template.

Desk.com has several options with their templates. The email template contains all the communication for every case. However, we suggest inserting the Hively snippet after the most recent customer message. You can customize both your HTML and plain emails separately.

Desk HTML template

Paste the Hively rating snippet just after the email body, represented by the {{email.new_html}} variable. You want to update the one at this exact location:

You’ll  insert the Hively snippet code here (insert the actual HTML code – we’re just using the image below as example):

<div>{{email.new_html}}</div>

How did I do?

  

Click on a face to provide feedback on my performance!

{% if email.agent.signature %}

Desk Plain template

The Desk plain template is a little different from the HTML one. There’s only one {{email.new_text}} variable. Simply paste the following code here:

You’ll  insert the Hively snippet code here:

{% if forloop.first and email.agent %}

How did I do?

  

Click on a face to provide feedback on my performance!
{% endif %}

Ta Da! Finished.

If you follow these instructions you will have successfully connected your Hively and Desk.com accounts. Your customers will now be able to give your customer facing users feedback on the service they provide and you will be able to track and measure that feedback in Hively.

In addition, you can filter the page by the following:

• 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)*

The bar graphs display the total number and percent of each rating type received. Hovering over the different colored bar sections will display the number of ratings of this type. The graph section also includes a purple trend line. In addition to being able to quickly seeing a trend, you can also hover over the dot and see the overall customer happiness % for this period.

You can also choose to view data for specific customers. In the form field up top, simply enter a specific customer email (example: jason@companyemail.com) or an email domain (Example: @companyemail.com) to view all of the ratings received from customers with that domain.

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)?

Option 1 – All users.

As an Account Administrator, login to Hively and go to the ‘All Ratings’ page from the main menu. Here you’ll see data on all of your customer feedback. You can filter this page by Last 7 days, Last 30, All time – by All or individual users – or by specific customers or customer domains. At the bottom you’ll now see all team ratings aggregated. You can filter the ratings by Happy, Satisfied and Unhappy and/or choose to display only those ratings with comments.

Above the aggregated ratings you will also see a download link that will let you download all rating data via .CSV.

Option 2 – Individual users.

Go to the My Ratings page of the user you’re looking for data on. Account Administrators and Team Leaders can do this for any of their team members and users can do this on their own My Ratings page. On this page you will see an ‘Actions’ menu in the summary section of the user. Click on this and you will see a link that says ‘Download Data.’ Click this link and the detail of all the ratings will download for you in a .CSV file.

The date file will provide you with columns of data for:

1. Member = User name
2. Email = User email
3. Rating = Rating type – Happy, Satisfied, Unhappy
4. Points = Point value of each rating type
5. Customer = Name of customer (if they left one)
6. From = Email of customer (if they left one)
7. Comment = Comment from customer (if they left one)
8. Created = Date rating was received
9. IP = IP address from which rating came
10. Repeats = number of times a rating came from a particular IP address
11. Requested = Indicates if this rating was requested by the user

On this tab, the first thing you can customize is the Team Member Question. You can change this to any question you like. You can also update the message displayed from your users. Be sure to leave in the short code: [team member name]. This will insert the user’s name into the message.

Note:
This is the question and message that will appear for every user on your account. If you’re on the Hively Free plan you will need to upgrade to take advantage of this feature.