Automating Review Solicitations Product Training reviews.killershark.me

New Reviews help RETAIN clients How does Shark Reviews help Businesses Review Monitoring Review Management Competitive Benchmarking Surveys Reviews Review Marketing Review Solicitation Business Insights Presence SEO (Rich Snippets) SEM (Seller Ratings) Social Listening & Ticketing New Reviews help RETAIN clients

New Review Solicitation New reviews are important - as an ongoing indicator of quality But they are difficult because Unhappy customers more likely to leave reviews Happy customers - not motivated enough to do so Shark Reviews provides its customers the ability to solicit new reviews from their happy customers/clients through sentiment based screening

New Review Solicitation - How does it work? Email SMS

Ways to checkin customers New Review Solicitation - Key ingredients... Process should be easy and intuitive Solicitations should be sent to ALL customers/clients Requests sent fast - as close as possible to most recent transaction (eg: sale, services rendered, legal case resolution, house closing etc) Ways to checkin customers Manually Automatically Review solicitation via manual checkins are NOT preferred No guarantee that POC will checkin all the clients No guarantee that the request will be sent right after a transaction This is why we need to automate Review Requests for ALL our clients

Why do we need automation for review solicitations? New signups (SMB)* 400 Integrated/Automated 145 Manual/not-automated 255 Avg RR emails** 118 Avg RR sms** 159 Avg RR emails** 24 Avg RR sms** 29 Account Health - Green*** 109 (75%) Account Health - Yellow*** 27 (19%) Account Health - Red*** 9 (6%) Account Health - Green*** 115 (45%) Account Health - Yellow*** 74 (29%) Account Health - Red*** 66 (26%) CHURN Candidates * New account signup data from Q3 2016 (Only SMB) * Data scrubbed for billing and data inaccuracies ** Avg Review Requests sent via email or sms in last 30 days *** Green (5+ reviews); Yellow (1-4 reviews); Red (0 reviews) - in last 30 days

Ways to automate review solicitations (Automatically checkin clients/customers/patients and send out review requests)

SFTP (Secure File Transfer Protocol) Different ways to automate Review Requests Integration with Practice Management Software (PMS) (Healthcare vertical) Via Zapier - Integration with CRM/ CSM/ Accounting SW/ Survey platforms etc used by client SFTP (Secure File Transfer Protocol) Call Shark Reviews API for checkin Integration with online scheduling softwares - eg: Lighthouse 360, Demandforce (Healthcare vertical) Run drip campaign by CSV upload

Patient Management System (PMS) Different ways to automate Review Requests Patient Management System (PMS)

PMS Integration What is it? PMS - Patient Management System Healthcare s/w (at clients office location) that deals with day-to-day operations of a medical practice like - capture patient demographics, schedule appointments, maintain lists of insurance payors, perform billing tasks, and generate reports Sikka Software – Shark Reviews Partner that has developed applications that can talk with various PMS systems Sikka provides a bridge for Shark Reviews to be able to get patient data daily for regular checkins How does the integration function? Sikka Software is installed on clients machine where their PMS is installed Implementation rep completes the setup with client on the call Office staff ensures that their patients are walked out of the system same day Sikka starts pulling daily patient data (Name [Guarantor's name in case of minors], Email id and phone number) and moves it to their cloud storage Shark Reviews pulls this data from cloud storage and automatically checks in the patients (sends out review solicitations) as per settings within Shark Reviews platform

PMS Integration What do we need to make it work? For setup - POC who has access to the PMS (username + Pword) After setup - Front office to be diligently walking out patients daily Uninterrupted internet access Machine with Sikka installed should not be turned off after business hours Average Time required to complete setup - 45-60 minutes (POC is required only for the first 10-15 minutes) Average time for review solicitations to start going out after setup - 24 hours after setup is complete When can we offer this to client? Preferred way to integrate Dental clients if we integrate with their PMS Clients using Sikka Integration 1000+ dental clients

PMS integration

PMS integration Sikka Cloud Storage Nov 11 Patient is seen by doctor - 11:00 am Nov 11 Front Office walks patient out from PMS after visit - 11:45 am Nov 11 Data transfer complete - 5:10 pm Nov 11 Shark Reviews pulls data from Sikka cloud storage - 5:30 pm Nov 11 Sikka pulls patient's’ data (all patients seen by doctor on Nov 11) - 5:00 pm Nov 11 Patient sent Review Request (per settings in BE account) - 5:35 pm Sikka Cloud Storage * All Timings indicative. Actual timings may vary

Different ways to automate Review Requests Zapier

Via Zapier What is it? Via Zapier we can create Zaps (that act like a bridge) between clients online software (used to manage their customers) and Shark Reviews Ultimate aim is to pull customer data and send out automatic review solicitations via Shark Reviews Zapier helps us integrate with 500+ software apps - CRM, Accounting, Survey, Payment processing etc - and send out review solicitations How does it function? Zap created between client’s software and Shark Reviews allows us to send out review solicitations when a certain transaction occurs - New Payment, New opportunity, New Account etc What do we need to make it work? The app for clients online software should be available in the list of apps - https://zapier.com/zapbook/ User Name and Password to access the software Trigger to be defined - When should the review solicitation be sent?

Via Zapier Average Time required to complete setup - 10-15 minutes Average time for review solicitations to start going out after setup - Zaps fetch data at different time intervals for different apps. Avg time between 5 mins and 1 hour after setup is complete When can we offer this to client? If we cannot do integration via Sikka If they use any of the softwares listed in Zapier (https://zapier.com/zapbook/) Clients using Zapier integration Carter’s My Plumber - QuickBooks Online Kavinoky Law Firm - Infusionsoft Davidson Brothers Brewing - MailChimp Modloft - Zendesk Royal Wood Floors - Zoho CRM Progress Residential - Salesforce

Via Zapier Trigger for automatic checkin selected Client’s app selected Log into Client’s app Log into Client’s app

Via Zapier Trigger is tested to see if it is fetching data Shark Reviews App is selected to link with client’s app

Via Zapier Preferred action on integration Complete & Test automation Final setup - Selection of fields used for checkin

Via Zapier Zaps within Zapier Dashboard Final outcome - Checkin’s from Clients Shark Reviews Dashbaord

SFTP (Secure File Transfer Protocol) Different ways to automate Review Requests SFTP (Secure File Transfer Protocol)

Secure File Transfer Protocol (SFTP) What is it? SFTP is a secure way to transfer files between local (client’s) and remote (Shark Reviews) servers Clients can send us data for automatic checkin using this mechanism regularly How does it function? A CSV file is created by the client which contains Data required for checkin (Customer Name, Email id and Phone number) This file transferred in a secured method using SFTP from the client’s to Shark Reviews’ remote server. Periodic (daily) file transfer needs to be initiated by client - manually or via automation Shark Reviews runs an hourly job to check if any data has been received via SFTP. If yes - it sends review solicitations per settings within Shark Reviews platform for that client What’s needed to make it work? Share the ‘Feed upload process document’ with client - https://docs.google.com/document/d/1iOiR_czvDOO2rd5hOTgfoKRP7mGGc1th6TS1S8yXQ7c/edit (contains instructions on the format in which data is reqd and how it has to be transferred to us) Shark Reviews Engineering creates and shares with client unique Username and Password for client to access Shark Reviews server to transfer data

Secure File Transfer Protocol (SFTP) Average Time required to complete setup Shark Reviews - 1 business day Client’s IT dept - variable Average time for review solicitations to start going out after setup - Recurring ‘jobs’ look for data every 1 hour and send out requests per settings within Shark Reviews platform When can we offer this to client? If we cannot do integration via Sikka If they dont use any of the softwares listed in Zapier (https://zapier.com/zapbook/) Clients using SFTP Mathis Brothers Aspen Dental Complete Care Trinity Lifestyle

Secure File Transfer Protocol (SFTP) Client agrees to send data to Shark Reviews for automatic checkin using SFTP Shark Reviews sends - username, password and business id to client Client’s IT team writes a small application code that creates a data file in Shark Reviews specified format Shark Reviews server checks for any new data uploaded every one hour If data is found - Review requests sent according to settings in Shark Reviews dashboard This data is then sent to Shark Reviews server using the server’s ip address and the username and password shared with client

Secure File Transfer Protocol (SFTP) A quick look on how a client uploads the data on Shark Reviews server

Secure File Transfer Protocol (SFTP) Nov 10, 2016

Call Shark Reviews API for checkin Different ways to automate Review Requests Call Shark Reviews API for checkin

Call Shark Reviews API for checkin What is it? API (Application program interface) is an interface implemented by an application which allows other applications to communicate with it Think of it as a bridge between the client's software and Shark Reviews - only this time it is a bridge created by Shark Reviews - that client can use to move data required for checkin from their software to Shark Reviews. We use REST APIs - popular building style for cloud-based APIs and is easy to integrate with How does it function? REST API is invoked by client’s software when a defined transaction takes place- eg New payment received Data (Customer Name, Email id and Phone number) created by this transaction is sent to Shark Reviews via this API and checkin is done as per settings in Shark Reviews dashboard. What’s needed to make it work? Share API documentation with client Shark Reviews Engineering creates and shares with client unique API key and Business id for authorised access to API At the client’s end - their IT team needs to configure clients software with Shark Reviews checkin API

Call Shark Reviews API for checkin Average Time required to complete setup Shark Reviews - 24 hours Client’s IT dept - variable Average time for review solicitations to start going out after setup API call for checkin is made each time the condition specified (by client’s IT team) is satisfied Each time their system makes an API call to Shark Reviews , data comes to Shark Reviews and review request is sent out as per settings within Shark Reviews platform When can we offer this to client? If we cannot do integration via Sikka If they dont use any of the softwares listed in Zapier (https://zapier.com/zapbook/) If they cannot send data via SFTP Client has in house IT expertise Clients calling Shark Reviews API for checkin David’s Bridal Platinum Home Mortgage Nationstar

Call Shark Reviews API for checkin Visual representations of API call being made to Shark Reviews by client’s software Client’s IT team Configures their s/w to be able to call Shark Reviews API Client’s Software Shark Reviews Platform

Call Shark Reviews API for checkin Nov 11 Transaction occurs at client’s end. Eg: New client signed up Nov 11 Information is updated on client’s software. Eg Name, email id, Phone # Nov 11 Client’s software calls Shark Reviews API for checkin Nov 11 Customer checked in and Review Request sent (per BE settings) Nov 11 Data received on Shark Reviews Platform

Integration with online scheduling softwares Different ways to automate Review Requests Integration with online scheduling softwares

Integration with online scheduling softwares What are online scheduling softwares? Several Dental offices use scheduling softwares that help them - send out appointment reminder, schedule online appointments or send Thank you emails or for past dues etc. These softwares usually pull data from PMS systems. If PMS system used by client is archaic or not integrable with Sikka - we can integrate with these scheduling softwares Some examples - Demandforce, Sesame, Solution Reach, Smile Reminder, Lighthouse 360 How does it function? Each of these softwares have a Thankyou email with the provision to solicit new reviews Reviews from this source do not go to 3rd party sites like Google, Yelp, Facebook etc We simply swap the review link in that email with our Deeplinking link Each time a thank you email is triggered (after patient appointment) the email goes out with Shark Reviews deeplinking link to patients Limitation: Since these scheduling softwares send out only emails - we are able to send out only email review solicitations (no sms) What’s needed to make it work? Username and password to clients scheduling software

Integration with online scheduling softwares Average Time required to complete setup - About a couple of minutes Average time for review solicitations to start going out after setup - Instantly When can we offer this to client? If we cannot do integration via Sikka If they dont use any of the softwares listed in Zapier (https://zapier.com/zapbook/) If they cannot send data via SFTP If they cannot set up a system to call Shark Reviews API for checkin If they refuse to run drip campaign or give us data to run it for them Clients where we are integrated with their scheduling s/w Several dental clients

Integration with online scheduling softwares

Run drip campaign by CSV upload Different ways to automate Review Requests Run drip campaign by CSV upload

Run drip campaign by CSV upload What is it? Method of uploading customer database on Shark Reviews dashboard periodically and checking in few customers everyday within the specified timeframe How does it function? Client downloads csv template from Shark Reviews dashboard. Copies over the customer data - First name, Email id, Phone number, Opt in or not csv file with data is uploaded to their Shark Reviews dashboard Drip campaign set up to send out few requests every day within the specified timeframe What’s needed to make it work? Client needs to either upload this data and set up drip campaign or request support to do so under managed services Average Time required to complete setup - couple of minutes after CSV file is created Average time for review solicitations to start going out after setup - Instantly

Run drip campaign by CSV upload When can we offer this to client? If we cannot do integration via Sikka If they dont use any of the softwares listed in Zapier (https://zapier.com/zapbook/) If they cannot send data via SFTP If they cannot set up a system to call Shark Reviews API for checkin Clients that upload CSV and run drip campaign 100+ Some examples - Mount Pleasant Recreation Center, Dr. Salim Shelby, Cater Galante Orthodontic Specialists 

Run drip campaign by CSV upload

Run drip campaign by CSV upload

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