What is Feefo?
Feefo is a company that provides independent customer feedback for products or services provided on web sites. The name is taken from abbreviations of the words ‘feedback’ and ‘forum’.
The service they provide increases conversion rates for sites that use it, whilst maintaining customer contact and increasing customer satisfaction, with a typical approximate increase in orders of around 10%.
What version of SellerDeck can it be used with?
Feefo was first integrated with SellerDeck v10.
How do you setup and use Feefo?
Overview
Firstly please contact SellerDeck Sales on 0845 129 4800 to purchase a Feefo account.
You will be asked to provide your ‘Product Link’; this is the URL that will link from product feedback on the Feefo site to the corresponding product in your store.
To obtain this, simply click the ‘Copy to Clipboard’ button under ‘Product Link’ in the Customer Feedback Configuration dialog, then paste into an email and send as directed when you place your order
You will also need to provide a logo of your own, for inclusion in your feedback page on the Feefo site. This should be a GIF or JPEG image no larger than 180x180 pixels.
SellerDeck will then set up the account and send the details to you.
Feefo provides a number of alternative logos that can be used for displaying product and site feedback scores. To see the full range available and how to change them, go to here.
You will receive a login to their Feefo account at www.feefo.com and also ftp details to enter into your SellerDeck ecommerce software via ‘Marketing | Customer feedback…’
Once setup correctly, you will upload the last three months sales to Feefo, to get a ‘base’ reading and to get some instant feedback.
An email is sent from Feefo to the customer asking them to complete the feedback form. The customer can choose to opt out if they want.
Once the feedback has been completed, this should be represented on the website by a logo underneath the product and/or the main site pages. The logo is generally a percentage.
The Feefo logo is clickable and this takes you to the merchants Feefo page where you can view all of the comments etc.
NOTE: Feedback left on Feefo cannot be edited or removed. The idea is that it is independent. If a comment is deemed too explicit and/or abusive, then you can contact SellerDeck to get this removed. Otherwise, all negative feedback remains.
If negative feedback is left, then the merchant has the option to comment against it.
Setting up Feefo in SellerDeck
- In your SellerDeck software, go to ‘Marketing | Customer Feedback’
- Tick ‘Enable Customer Feedback’
- Enter the details provided to you by SellerDeck
- Press ‘Test Settings’. You should see a message stating the settings should be correct:
- Now enable ‘Solicit Feedback’. This allows the feedback requests to actually take place.
- Next, decide how long you want SellerDeck to wait, before sending feedback requests to the customer. The default is 7 days from the date the orders were completed
- Next, you can choose whether to include MOTO orders in the feedback requests, and whether to display the site and product feedback on the site
You can also set the site/product feedback options from within the account at www.feefo.com
- Now move to the Product Link area. This is the link to the product that gets included in the feedback. A customer or potential customer can view the feedback and click in this link to go straight to that item on the website. This should be prefilled. Press copy to clipboard and paste the address into an email and send this to the SellerDeck admin department. Admin need this to complete the setup of the account online.
- Now click ‘Click to send’ to upload the last three months sales to Feefo. These orders will give the base level of feedback so the customer has ‘instant’ results.
- Other settings that generally less commonly used are:
Privacy Settings – This gives you three options based on the ‘Keep details private’ setting from the SellerDeck software checkout pages.
Manual Export - Use this if you need to manually upload sales to Feefo. This generates a csv file which you can import via your feefo.com account.
- Once you have completed this click ‘OK’ to close the Customer Feedback
- In ‘Settings | Site Options | layout’ you can choose to display a table of feedback on the site, change the logos, and choose how much feedback to include in the table
- In ‘Settings | Site Options | Page Settings’ you can choose whether to enable Feefo for products and site, and set the site logo
- Once you have changed either of these layouts, you will need to run the command ‘Web | Publish to Web’ to upload the changes to the web site.