MOVEAIDE FOR BUSINESS
Preparing to use MoveAide
To get the very most out of the MoveAide system, we highly recommend that the following responsibilities are assigned to a dedicated individual(s) depending on your organization structure.
- Send feedback invites to customers
- Monitor reviews and post management comments
- Negative review alerts
- Monitor analytics
It would be beneficial to you if someone with an extensive level of customer communications / service experience be tasked with posting management comments.
Here are some additional tips, which we feel might be useful:
Navigating around the system
Once you have successfully logged into the system, you will have access to the following pages:
- PROFILE PAGE
The profile page is where you update contact details of the company as well as the email address of the person who will be receiving the negative feedback notification.
- SEND INVITE PAGE
The send invite page is where you will send feedback invites to your customers.
- REVIEWS PAGE
The reviews page is where you can search, manage and analyze all the reviews that have been submitted by your customers. You can also post management comments to customer reviews here as well.
- ANALYTICS PAGE
The analytics page contains various real time analytics that you can look at. These analytics have been designed to help you better manage your service quality. Analytics is only available for members subscribed to the PROFESSIONAL or ENTERPRISE packages.
- BILLING PAGE
The billing page is where you update your accounts and billing details. You can also choose to upgrade, downgrade and cancel your subscriptions here.
Managing your profile page
One of the first things you want to do when setting up your company profile in MoveAide is upload a picture of your company logo.
You can do this in the PROFILE PAGE by clicking on the Choose File button and then selecting the picture file to be uploaded.
The picture file of your company logo should be in JPG, GIF or PNG format. The file size should not be more than 1 MB and the recommended resolution is 150 x 150 pixels.
Once you have selected your file to upload, just click on the SAVE CHANGES button.
Sending feedback invites to your customers
The send invite page is where you send feedback invites to your customers.
To send a feedback invite to your customer, the following details are required:
- Customer’s Name
- Customer’s Email Address
- Date of Move (Either the job start or job end date, depending on your organization’s practice)
- Customer’s Job Reference Number
If you need to add more lines to invite your customers, you can do so by clicking on the button
Once you have filled up the details, click on the button
By clicking on this, the following takes place:
The MoveAide system also allows you to send invites via importing your customer’s details from a .csv file.
|Event 1||The customer will receive an email with a link inviting them to post a customer feedback.|
|Event 2||The “Date of Move” and “Customer’s Job Reference Number” fields will auto-populate in the customer’s feedback form, making it easier for them to post a feedback.|
|Event 3||An email with the .csv file will be sent to the email address as specified in the Manager’s Email field in the PROFILE PAGE.|
|Event 4||If the customer does not click on the feedback link in the Customer Feedback Invite Email, MoveAide will automatically send a reminder email to the customer 5 days later.|
|Event 5||10 days later, if the customer still hasn’t clicked on the feedback link, we will send a final reminder.|
|Event 6||If the customer selects “Will not recommend this mover” in their feedback, an email alert will be sent to the email address as specified in the Manager’s Email field in the PROFILE PAGE.|
To import the .csv file, just click on the Choose File button and select the file from your computer.
Understanding your review page
The colored score bar you see at the top of the REVIEWS PAGE reflects the accumulated ratings for each category as well as the overall ratings.
Scores for each category (i.e. Sales Consultant, Packing Crew, etc) are the average scores based on the rated questions within each category.
The stars in the overall rating reflect the average overall experience scores. Stars are rated as follows:
|5||Average “Overall Experience” score between 9 – 10|
|4||Average “Overall Experience” score between 7 – 8|
|3||Average “Overall Experience” score between 5 – 6|
|2||Average “Overall Experience” score between 3 – 4|
|1||1Average “Overall Experience” score between 1 – 2|
|0||1Average “Overall Experience” score between 0|
Whilst viewing reviews, you can sort them by the following orders, both in ascending and descending orders
Just click on the category which you wish to sort your reviews by. A triangle icon to the right of the category will mean that the results are sorted in ascending order. An inverted triangle icon will mean that the results are sorted in descending order.
|To quickly identify the happy customers from the frustrated ones, you can refer to the face icon below the reviewer’s profile picture.|
Posting a management comment
|To respond to a review with a management comment, you just need to click the blue message icon found at the bottom right of the review|
List of analytics available
|Overall||The overall analytics page gives you with an overview of the feedback ratings that your customers have rated you on. You also get to see the number of reviews over a specified period and the percentage of customers who will recommend your services to others.|
|Departments||The departments analytics page gives you a breakdown of your detailed ratings that your customers have rated you on.|
|Social Shares||The social shares analytics page shows you the number of Facebook and Twitter shares that your customers’ reviews have generated in the MoveAide website.|
|Response Rate||The response rate analytics page provides you with statistics of responses in relation to feedback invitations sent out to customers.|
|Group Reports||Group Analytics page is available only for our Enterprise package subscribers. This is where managers of multiple offices can see the performance of each office in relation to each other as well as to the industry and group averages.|
|Other Reports||Various other reports that you may find useful can be found here. All reports are exportable to .csv format.|
- To start generating any analytics, make sure you specify the Start and End dates to cover the period which you would like to view the analytics. This can be done in the date fields found on the top menu bar.
Need a soft copy of the MoveAide business user manual?
The MoveAide business user manual is a detailed guide which documents step by step instructions on how to get things done. This guide is available to all our subscribed members and can be downloaded from the Profile Page.