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Experience.com How to Guide.pdf
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YOUR GUIDE TO
Experience.com is our review management platform. It collects surveys effortlessly, anaylzes them automatically, and acts intentionally.
Look at this guide help you navigate the platform.
TABLE OF CONTENTS
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CONNECT TO SOCIAL MEDIA 01
02
03
04
05
REPLY TO REVIEWS
SEND A MANUAL SURVEY
SEND A SURVEY RETAKE
SEND A SURVEY REMINDER
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CONNECT TO SOCIAL MEDIA 01
Connecting your social media platforms to Experience.com will allow your reviews to automatically post and be seen by your audience. 01 CONNECT TO SOCIAL MEDIA
Should you get a notification or notice that any of your social media links have been discon- nected, follow the same steps to reconnect.
1. On your profile page Select Connect To Social .
If the Marketing Department has access to your
2. From the list, select the platform you would like to connect follow the steps that follow for that specific platform.
social media acco- nut(s) they can help reconnect your disconnected plat- forms.
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REPLY TO REVIEWS 02
02 REPLY TO REVIEWS
Replying to your reviews allow you to durther develop the relationships between your customers. Providing a positive reply will leave a lasting impression with a borrower.
NOTE:
1. On your profile page Select Reply To Reviews .
Mortgage Loan Originators are unable to reply to reviews that are below a 4.0 score. The USA Mort- gage Compliants Department will assist with those reviews and replies. From this step, you also have the choice to send the review to Facebook, Twitter, LinkedIn, or any other platform by copying the link.
“ 2. Select Reply . Enter your comment... then press Send .
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SEND A MANUAL SURVEY 03
03 SEND A
MANUAL SURVEY
The need to send a Manual Review is not uncommon. Follow the steps below to ensure your borrower is receiving it.
1. On your profile page, Select Dashboard .
Required fields are marked with a small blue dot above them. Once complete, click Add on the bottom right of the form. Confirm your trans- action details, and click Send Survey to send your manual survey request. If you would like to send more than one at a time, you may click Add Details again and repeat those steps.
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2. Select Send Survey .
3. Click Add Details and follow the prompted steps.
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SEND A SURVEY RETAKE 04
04 SEND A
SURVEY RETAKE
It’s not uncommon for a borrower to want to edit their review. To do so, you will simply need to send them a “retake survey.”
1. Find the survey that you would like to send a retake request for and tap the resend survey option.
2. You’ll be asked if you’re sure you want to send a survey retake. Hit Send .
Your customer will receive an email that will ask them to retake the survey. The new review completed will replace the old review on Experience.com.
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SEND A SURVEY REMINDER 05
05 SEND A
SURVEY REMINDER
Sometimes your borrowers will need a little nudge to complete a survey. Sending a survey reminder can do just the trick.
3. Once you are in the selected campaign page after clicking View Report, click on the Incomplete Surveys button on the left side of the page. From this page, you will now see a list of incomplete surveys. Click on the box next to the survey you would like to send a reminder for.
1. From your dashboard, click on the Campaigns button on the left side of the screen.
2. Once on the Campaigns page, click View Analytics on the campaign you would like to resend a reminder for.
05 SEND A
SURVEY REMINDER
4. Once the box is selected, click on the Action button on the upper right corner of the page and you will see three options. Select the Resend Reminder Email .
Once clicked, you will see a banner appear on the upper right corner of the page saying a reminder has been sent.
Please note: You can only send a reminder once within 24 hours.
CONTACT
The Marketing Department is happy to help out with your Experience.com needs. Your main point of contact is:
[M] Brand Development Strategist 314.628.2249 [email protected] 12140 Woodcrest Executive Dr, Ste 150 St. Louis, MO 63141 Emily Miller
Emily can help answer any Experience.com questions or point you in the right direction to have your request figured out. She is able to make setting changes, profile edits, and help connect social media business pages to your account.
YOUR GUIDE TO