1. Automating Review Solicitations
Product Training
reviews.killershark.me

2. 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

3. 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

4. New Review Solicitation - How does it work?
SMS

5. 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

6. Why do we need automation for review solicitations?
New signups (SMB)*
400
Integrated/Automated
145
Manual/not-automated
255
Avg RR s**
118
Avg RR sms**
159
Avg RR s** 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 Q (Only SMB)
* Data scrubbed for billing and data inaccuracies
** Avg Review Requests sent via or sms in last 30 days
*** Green (5+ reviews); Yellow (1-4 reviews); Red (0 reviews) - in last 30 days

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

8. 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

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

10. 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], 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

11. 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 minutes (POC is required only for the first 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

12. PMS integration

13. 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

14. Different ways to automate Review Requests
Zapier

15. 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 -
User Name and Password to access the software
Trigger to be defined - When should the review solicitation be sent?

16. 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 (
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

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

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

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

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

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

22. 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, 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 - (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

23. 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 (
Clients using SFTP
Mathis Brothers
Aspen Dental
Complete Care
Trinity Lifestyle

24. 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

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

26. Secure File Transfer Protocol (SFTP)
Nov 10, 2016

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

28. 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, 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

29. 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 (
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

30. 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

31. 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, 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

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

33. 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 s 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 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 with our Deeplinking link
Each time a thank you is triggered (after patient appointment) the goes out with Shark Reviews deeplinking link to patients
Limitation: Since these scheduling softwares send out only s - we are able to send out only review solicitations (no sms)
What’s needed to make it work?
Username and password to clients scheduling software

34. 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 (
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

35. Integration with online scheduling softwares

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

37. 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, 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

38. 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 (
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 

39. Run drip campaign by CSV upload

40. Run drip campaign by CSV upload

41. QUESTIONS