This article discusses the settings available in Campaign Preferences.
Campaign Preferences define the settings that are common for a complete campaign (for all triggers) which includes the campaign type, sender details and thank you page/iframe content. Settings such as the content of emails/SMS and how often requests are sent are customised as part of an individual trigger and are configured using Feedback Preferences.
- To access Campaign Preferences click on Campaigns in the left-hand navigation menu. There are two slightly different methods for viewing the preferences depending on the options on the account.
For accounts WITHOUT Multiple Campaigns, click on the Campaign Preferences button alongside the default campaign. Skip the rest of this step - go to step 2.For accounts WITH Multiple Campaigns, you will not see the Campaign Preferences button as shown above. Instead, browse the list of campaigns (there could be just a default campaign or there could be several custom campaigns), identify the campaign that you would like edit and click on the Action button alongside that campaign. Choose Edit and click on the Campaign Preferences tab.
- Campaign Preferences are split into 3 main parts, the first being the basic preferences for the campaign. Note that the following screenshot includes settings used in optional products as follows:
- The link symbol will only be visible if the account has the Multiple Campaigns option. The symbol identifies whether the setting is inherited from the default campaign or not, meaning it's inherited and when it's not. For each preference, if the text input field has and is left as you find it, the value is inherited. As soon as a field with ais edited, it will become uninherited and display a broken linksymbol and use the new value instead. Clicking onwill re-establish that setting's inheritance from the default campaign again.
- SMS Sender Name will only be visible if the account has the Multiple Campaigns and Feefo SMS options.
Campaign Type defines the privacy setting of reviews submitted within a campaign. As Campaign Type is set per campaign, reviews from other campaigns may or may not be private too depending on their settings.
As part of setting up your account with Onboarding when you first join Feefo, the account privacy setting is set to 'Private' so no reviews are published on Feefo's website and they are not sent to Google.This allows you to configure and test your account and customise emails/forms knowing that customers will not see your test results. The setting affects the whole account including any reviews that your customer services team have supplied. This means that whatever setting is used for the Campaign Type, no reviews will be published.
When your account is fully configured and tested, Onboarding can set the account to 'Public' so reviews can be published, and it's at this point that the Campaign Type will determine whether the reviews will be published or not. If the account is 'Public' and the Campaign Type is 'Public', all reviews received by that campaign will be published http://www.feefo.com/reviews/merchant_identifier (where the merchant_identifier will be the value defined in your account - see Find Your Merchant Identifier for more details) and they will also be sent to Google for processing their seller ratings and possible Google Stars. If the account is 'Public' but the Campaign Type is 'Private', no reviews will be published. Note that once the Campaign Type is 'Public', any reviews already received, even those received whilst the Campaign Type was private, will be immediately published. This means that a campaign that has one or more customer reviews, that was private and then made public, cannot be reset to private. Trying to do so will show the message below:
- Feedback Request "From" Name defines the name of the sender of the feedback request email. The default name is 'Feefo' but this can be changed to your preferred sender name.
- Feedback Request "From" Email defines the email address of the sender of the feedback request email. The default sender email address is 'email@example.com' but this can be changed to your preferred sender's email address.
- SMS Sender Name (only displayed if the account has the Multiple Campaigns and Feefo SMS options) defines the name of the sender that the SMS message is shown as being sent from in the customer's SMS app. Note that in all SMS communications, the sender name is limited to a maximum length of 11 characters which can either be:
- A valid phone number.
- An alphanumeric value that contains letters, numbers and the following special characters: * $ ? ! ” # % & _ - , . @ ' +
- Feedback Request Language sets the language for this campaign. In this example, it's been set to Dutch so all review communications for this campaign will be sent out in Dutch. Where custom campaigns have been created using the optional product Multiple Campaigns, the Feedback Request Language will default to the language of the default campaign. As the language can be configured per campaign, if needed, the field can be edited to offer a different language for each campaign's review communications.
- The second part of Campaign Preferences configures the content of the 'thank you' message that's shown near the top of the thank you page that reviewers see after submitting a review:
- The 'Thank You message' section has several options:
- The language of the thank you message that your reviewers see after submitting a review is determined by the locale setting of their browser. Feefo supports many language locales but if the browser's locale is not supported, the thank you page displays English (United Kingdom) content.
Feefo has created default content for every supported language locale which can be viewed by using the Language drop-down. Select the appropriate language and the other fields will populate with the default content. For example, this is the default content for the Dutch thank you message displayed when a positive review rating is submitted.
- There are three configurable thank you messages, one each for when a positive review (a 4 or 5-star rating), a negative review (1 or 2-star rating) or a neutral review (3-star rating) is submitted. The default content can be viewed by selecting the appropriate tab:
- The default content in the Positive Title / Negative Title / Neutral Title and Positive Subtitle / Negative Subtitle / Neutral Subtitle can then be edited for each language. To add merchant/sale-specific data to the fields, click in the text field (1) and then on the Dynamic variables drop-down (2):
- Selecting a variable from the list will add the relevant variable name with the correct formatting to the text field. Note that multiple dynamic variables can be added to each text field but the formatting around each one must not be edited. Here's an example where both your merchant name and your merchant URL have been added to the 'Positive Title' field.
- Keep an eye on the Preview as this will show how the thank you message will appear. In this example, the message will be shown as:
- Once you're happy with the content of all three thank you messages for one language, save your changes by clicking the Save Campaign button in the bottom right corner of the form. Any changes made will only be made to the one language so if, for example, you have added a dynamic variable to the title in Dutch as we have done here, it will only be saved to Dutch. If needed in other languages, the process would need to be repeated for each language separately. Changes are not saved until you have clicked on Save Campaign.
As mentioned above, customers will view the thank you page in the language defined by their web browser's locale setting. For English-speaking users, browsers often default to English (United States) but as the locale can easily be changed to English (United Kingdom), both locales are widely used. To ensure all English-speaking audiences see the same content, after customising and saving the template in one English language, we recommend the customisations are repeated for the other English language. Note: When testing changes made to the thank you page in one English language, you may find the customisations aren't being shown. This is probably due to your browser's locale setting and will be resolved by repeating the customisations in the other English language. This issue may occur with other combinations of languages too, for example, French (Canada) customers may have their browsers set to French (France). In this case, for all French customers to see the customisations, we would recommend duplicating customisations between the French languages.
- The thank you message for any number of languages can be edited by repeating steps 8 to 13. Although saving changes only needs to be done after editing all languages, to minimise the possibility of losing data due to network issues, we would recommend using Save Campaigns to save changes after editing each language.
- The third part of Campaign Preferences defines the requirements associated with an iframe banner on the thank you page. The iframe banner is an inline frame which allows you to embed a self-hosted responsive HTML page of your choice into your Feefo thank you page. This is an example of how Expedia.com have added their iframe:
- The iframe must be a responsive HTML page. The banner size is limited by the size of the device displaying the page as follows:
- Desktop: 880 x 118 px.
- Tablet: 707 x 118 px.
- Mobile phone: 280 x 152 px.
- Once you have created the iframe and have it hosted on your server, configure the following fields:
- To enable the iframe on the thank you page, choose Show iframe banner (1) and decide as to which rating option (service, product or NPS) and what rating values/scores (service and product rating is between 1 and 5-star, NPS score is between 1 and 10) should insert the iframe into the thank you page. Only one iframe per campaign can be added and it can only be inserted using one rating option (service, product or NPS) but any number of rating values/scores can be selected for that option. Use Show iframe when (2) to configure your preferences. In the following example, the iframe banner is configured to show when the reviewer leaves an NPS score of 8, 9 or 10 (3):
- We also need to know where your iframe banner is hosted. This is done by using the Iframe URL field to define the full URL to the iframe banner that you are hosting on your server. Once added, the Preview will update to display the iframe banner. A fully configured iframe banner form will look similar to:
- Choose Save Campaign to save all changes since you last saved or Back to Campaigns to cancel all new changes. If you choose to cancel the changes, you will be asked to confirm that you want to Discard Unsaved Changes. Leave Page will discard the changes but Go Back will return you to the Campaign Preferences form allowing a save to be made before returning to the Campaigns page.