When review sites were developed, there was only one way for a customer to review a business. Find the site, make comments and post them. Everything else was a process of cajoling a customer to remember to leave a positive review and hope if they had a less-than-satisfactory experience, to forget to leave a review. That turned out to be an inefficient, negatively-biased (unhappy customers tend to have better memories) process.
Mpact Magic has developed a whole series of ways customers can be assisted in posting positive reviews (and helping management resolve negative issues before the customer gets to the point of posting a negative one.) Regardless of the method, the goal is to get the customer to the three-question survey to determine his or her relative happiness with the experience and then to keying in comments that can be used as reviews (if positive) or early warning signals (if negative).
Dedicated Equipment. This is the legacy system for Mpact Magic. In Mpact Magic 1.0, we released a program entirely dependent on the use of an iPad. The idea was simple. When a customer was finished doing business with you, you would hand him or her an iPad to provide comments. Positive comments went on to become online reviews; negative comments were sent by email to the boss.
Now, positive comments are still driven to online review sites, but negative comments are texted to managers on duty immediately. Later in this document we will refer to that two-pronged approach as “post or pacify” (get a good review posted or an unhappy customer pacified and less likely to post a negative review.)
This methodology is still the most frequently used deployment of Mpact Magic. It has expanded beyond iPads to the dozens of tablet alternatives which are less expensive. Or, to a desktop computer that sits in a waiting room. Regardless, the device must be connected to the Internet for Mpact Magic to work.
Text to Smartphone. A less expensive strategy is to let the customer provide the input device by using his or her own Smartphone or other mobile device. One on-ramp to that is the use of a text system (built into the Mpact Magic system). The customer keys a four-character code into the Smartphone and sends it to Shortcode: 71441. The text platform responds with a link to the survey and review system and the customer is taken through the process.
This is best used on cash register receipts or business cards passed out by service personnel. It is also an easier way for businesses with in-home service to leave a card with a customer.
QR code scan from Smartphone. This is simply a variation on the Text to Smartphone idea above. Instead of typing in a five-digit Shortcode and four-character location code, a customer need only scan a QR code using a Smartphone or tablet. Everything performs the same from that point.
One of the advantages of the QR code is that the Mpact Magic system allows you to create a QR code for as many subsets of your business as you want. That could be every service person you have or each of several departments. It could even be one for every hotel room. There are no limits to this breakdown. And, you can create these QR codes very easily and automatically right in the Mpact Magic dashboard.
Link from website. By now you may realize that the common denominator in the deployment of Mpact Magic is to get the customer into the survey. Whatever means you use will accomplish your goal.
One other easy method to accomplish this is to ask visitors to your website to click on the appropriate link and enter the feedback system from there. This, of course, requires a customer to be motivated to do this and that is all part of what you do to encourage that behavior. This can be anything from an oral reminder, some printed reminder or even a contest. Note: The contest cannot reward a customer for leaving a positive review, but it can enter a customer into a drawing if they take the survey. The review, positive or negative, is an outgrowth of a common consumer survey. (This really is a legal distinction.)
Request by email. Customers who want to help but might be in a hurry can agree to receive your email from which you can link them to the review tool. They can provide you with feedback in the comfort of their own homes and often give longer and more thoughtful comments.
Dial-in review. One of the more innovative ways to deploy Mpact Magic is to invite your customers to simply call in a review. There is no need for the three-question survey because, in their own words, customers will tell you whether they are happy or not.
Using whatever methods you prefer, distribute the Mpact Magic Review Line phone number. This is 512-827-0505. To record your own message explaining what you want your customers to do, dial that number and enter extension 6721. Everything will be explained to you when you do. Then, contact Customer Service at 702-605-8787 Ext. 502. You will be assigned your own extension which you can then publish to your customers asking them to leave you’re their comments.
Your customer comments will be transcribed and uploaded to your Mpact Magic system for posting. You can, of course, combine reviews with other methods shown on this page so not every review has to be oral. Use this system for those customers whom you believe will be more comfortable with it than typing on a tablet or Smartphone.
Interview by Phone. The “interview” version of a telephone testimonial is used when customers may be more reticent or reluctant to pick up a phone and dial themselves. The process is essentially the same as the “Dial-in Review” above except the business owner takes a proactive role.
The same dial-in procedure is used to set up the recording system. Then, a three way call is made connecting the customer. A short series of questions is asked that will elicit information from the customer about his or her experience. These comments are transcribed, edited for content and used as review text online.
Pencil and paper. The old fashioned way. There may be some circumstances where the customer may not be comfortable with all of the new technology that most Mpact Magic deployments require. That does not prevent customers from having and offering their opinions of your service. In this case a simple survey can be constructed on paper with a one-to-five scale and an open box for comments. Once completed, these answers and comments can be entered into the Mpact Magic system to be included among those reviews electronically gathered by other means.