Hively

A customer only sees the option to give a user a WOW if they first give them a Happy Rating. Again, the WOW is not a 4th rating option – it’s simply a way for a customer to say you made them even happier than ‘Happy.’  

A WOW is not an additional (4th) rating option in Hively. When users get a WOW from a customer they receive the WOW badge, +1 point and extra recognition via email for receiving a WOW. We have designed the WOW to recognize exceptional service that stands out even more than making a customer happy. While [...]

No. While team members do receive a badge, +1 point and extra recognition for receiving a WOW, the WOW itself is not a fourth rating option (rating state). We have designed the WOW to recognize exceptional service that stands out even more than making a customer happy. While it deserves extra recognition, it’s important the [...]

When a rating is identified as a repeat of an earlier rating, the new rating will be kept and the earlier rating will be removed. This allows raters to change their rating if, for instance, a previously unhappy rater’s issue is resolved to their satisfaction. What counts as a repeat rating? A rating is considered [...]

Yes. As an Account Administrator or Team Leader you can see all of your user customer ratings aggregated on the ‘All Ratings’ 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. As a user, you can also filter your ratings [...]

As soon as a customer clicks on a smiley icon the rating is recorded. It’s recorded here so that we can capture customers providing 1 click anonymous feedback. However, once the customer lands on the customer rating page they can add their contact information, detailed comments on their rating or even change their rating. If [...]

On paid plans, you can specify which fields are required for Happy, Satisfied and Unhappy ratings. By default each of the Name, Email and Comment fields are optional for each rating type. To change this: Log in to Hively as an Administrator of your account. Select Fields from the main menu under Configuration. For the [...]