It’s quite simple, really: the more relevant the feedback form, the more relevant the feedback.

But this isn’t true just for the feedback form – it is also highly relevant to the feedback button used on the site. After all, the feedback button is the first contact that your users will have with your feedback form (and we all know the importance of first impressions…).

Kampyle offers all customers several options for their feedback button, with several designs, colors and languages available for all tastes and websites (you can downoad and see them all here). Some of Kampyle’s customers have really understood the importance of making the feedback form “their own” and really integrating it with their website. These customer simply created a feedback form of their own to use on their site – and the results are really great!

We have recently gathered a few examples of customer-created feedback buttons (some of which you can see in this post) which we thought looked really nice, and added them to Kampyle in a new document. We thought that it would be a great way to encourage everyone to do the same and create their own buttons.

Does your site have a customized button? Share your inspiration – leave a comment with your site’s url for everyone to see!

If you would like more information on customizing feedback buttons for your site, visit our forum, or contact our support team.

Thank you,

The Kampyle Team.

Canned messages are meant to allow you to be able to save the most common responses to feedback – those that you find yourself replying to customers time and time again – and re-use them in just a click, instead of needing to write them all over again each time.

There are many uses and benefits to this new feature, but here is a short list that mentions the main ones:

1. Customize a default reply to customer feedback

Until canned messages, when replying to customer feedback, you would get the default response proposed by Kampyle. Naturally, we always made sure that you are able to change and customize this response, but the changes would not  be saved.

Canned messages allow you to write and save a standard default reply “template” to your customers who submitted feedback. Your new template can include coupon codes, special offers, links, images and other html elements to make sure that each feedback replies from your company are fully branded and looks great.

2. Save time replying to FAQs

Like every business, you probably have some “Frequently Asked Questions” in your feedback. With canned messages, you can save valuable time by simply preparing the answers in advance and choosing them when relevant. You can even mark several feedback items which relate to the same issue, and reply to all of them with the same pre-saved message.

3. Standardize your company’s communications with customers

Whether because you have several employees using Kampyle, or because you want to make sure that all you communications with customers are consistent and useful: addressing  customers in a clear, single voice is an important goal for any company.

Canned messages allow you to pre-save responses for all types of feedback, making sure that your employees reply to it with the same tone and attitude that represents you company’s identity best.

PS: You can also use canned messages when forwarding feedback to colleagues and co-workers…

Technical Guide: Using Canned Messages

Here are step-by-step  instructions on how to use canned messages. The process is simple and intuitive, but we added some numbered screenshots to make sure that it is even easier to understand….

a.  Go to the Canned Messages folder in the Feedback Inbox section of the left menu

b. You can manage your responses by creating new folders that will contain your canned messages. To create a new folder, click on “New Folder” and enter the name of the folder you wish to create. I this example, the new folder is called “Support Replies”. Once the folder is created, click on it and choose “New Message” to start creating feedback response.

c.  A message editor will open. In this editor, you are asked to choose a message name (by which you will be able to recognize it for future use), a subject for the email, and the body text for the actual response. As indicated in the right side of the editor, you can use several dynamic fields: ####USER_EMAIL#### (inserts each user’s email), ####SHORT_URL#### (inserts the company url), ####COMPANY_NAME#### (inserts the company name), ####LOGIN_USERNAME#### (inserts the name of the Kampyle user who is using the selected message). You can also use html code to enter links and images to brand the message to your company’s needs. When you are finished, click “OK”, and your new message will be added in the required folder.

d. Once the message has been added – you can start using it immediately. Just go to the relevant feedback item(s) in the feedback inbox, and choose “Reply to User”(s) either in the feedback item box or in the inbox menu.  The Reply box will open, and the option to use a canned message will appear just above the subject field. Select the relevant canned message, and it will appear in the reply box automatically.

e. The feature also allows you to save a new canned message directly from the reply box. This may come in handy when you would like to save a message that you have just drafted for the first time when replying to feedback, to avoid the need to write again in the future. To do this, simply write your new message, and select “Save as Canned Message” in the reply box.

As always, we will continue to add new features and functionalities (based on your great feedback) in the near future – so stay tuned to for our next updates!

The web is truly available to everyone, not just as users but as website owners. Everyday, people are creating their own websites with various CMS platforms available to all, and many use them to operate their online business.

It has always been a crucial goal of Kampyle that our implementation should remain simple, and our product available to ALL website owners. That’s why we’re happy to update that we now offer easy CMS-Kampyle plugins for websites using WordPress, Joomla (with the assistance of PB Web Development), and Drupal.

All you need to do is download the plugin, install, enable and configure it with your feedback form code from your Kampyle account. You can get more information on the plugins in our Resources section.

We invite CMS users to implement Kampyle and start receiving feedback on their website today! Let us know what you think of the plugins, as well as Kampyle itself – we look forward to your feedback…

Thank you,

The Kampyle Team

Feedback Comments

Thanks to this new addition, you can now:
-  add your notes to feedback items
-  notify co-workers of action taken on a feedback
-  add keywords to feedback items for searching, grouping and analysis

You can later find all commented feedback in the new “Commented” folder that we have added to the Feedback Inbox’s left menu.

Adding a new comment is extremely simple. Just choose “Add Comment” in the “more” menu and enter your comment (click on the image below to see each step).

Feedback Status Management

Managing the status of feedback items (new/in progress/completed) allows you to get a quick snapshot of where you stand with your feedback. By consulting the “Feedback by Status” chart in the Feedback Dashboard, you’ll be able to quickly tell whether you are up to date on your feedback, or whether you need catch up on a few items. Keeping the status report up to date is not much easier: have you just read and responded to a group of feedback items? Mark them all as “Read and Completed” in just 1 click in the More Actions menu! By simply choosing the feedback items that have been read and no longer require any action, and marking them as completed (see image below), you can manage your feedback inbox more efficiently for you and your colleagues.

These new features are the result of the need to effectively manage feedback from the feedback inbox, which was communicated to us by our users. Thanks to your ideas and suggestions this task will now be significantly easier!

Keep sending us your great feedback and let us know what you think about these new features!

thank you,

the Kampyle Team

2tor provides logistical components to colleges and universities that wish to offer online education.  The company needed a tool to give students and professors an easy way to provide feedback regarding the functionality of its learning management system (LMS), as well as on the value of particular coursework and instructors.

In searching for such a tool, 2tor discovered Kampyle, feedback analytics and the ability to seamlessly integrate users’ authentic voices into its existing Salesforce.com data.

Students at the University of Southern California’s school of education are using Kampyle to give 2tor feedback on specific assignments, professors and classes. 2tor now receives more than 1,000 pieces of feedback each month.  That feedback has spurred 2tor to make significant changes to its LMS.  Moreover, 2tor has integrated that feedback data into Salesforce, helping its service teams more quickly react and respond to customer feedback, greatly reducing support calls and help desk items.

To read more about 2tor’s use of Kampyle for building “engaging and open dialogue with [its] students and professors,” check out its customer success story.

These improvements are a great opportunity to discuss Kampyle’s individual feedback items, in which all the data on a single feedback is displayed. Every feedback item is, after all, the heart of our system, and understanding its structure can be a great help to better understand you users’ feedback.

So here is a detailed description of Kampyle’s “feedback item”, for your benefit. We would love to hear your feedback!

1. Summary Line

The summary line of the feedback item displays a summary of the feedback in 5 rows:

Feedback status: a feedback item’s default status is “new”. You can change the status (to “In process”, “Completed” or “Confirmed”) by clicking the “edit” button at the bottom of the item.

Email: the email of the user who submitted the feedback, when available.

Description: the feedback description text.

Time & Date: the feedback’s submission date and time.

Flag: Flag mark. You can mark an item as “flagged” by clicking on the flag icon (or unmark a flagged item in the same way).

Tip: when the column width is too small to display the entire feedback description, just hover over the feedback summary line with your mouse cursor, and you’ll be able to view the full description without opening the item.

2. Feedback Data

The Feedback Data section provides details centered on the feedback information submitted.

These details include:

Description: the full text of the feedback description submitted by the user.

Feedback form: the name of the feedback form through which the feedback was submitted.

URL: the exact website URL in which the feedback form was opened and submitted.

Category: the category and sub-category selected by the user and submitted in the feedback item.

Grade: the grade selected by the user and submitted in the feedback item as an answer to the opening question -  “1″ being the lowest grade and “5″ being the highest.

3. Contact Details

The contact details section displays the contact information, if submitted by the user, in the last section of the feedback form. These contact details may include:

Email: the email of the user who submitted the feedback, when available.  If your site uses a login section, Kampyle allows you to collect emails automatically by recognizing the open session. This feature is called “User Integration” – read more about it here. 

Phone (New): the phone number of the user who submitted the feedback, when available.

Name (New): the name of the user who submitted the feedback, when available.

Address (New): the address of the user who submitted the feedback, when available.

Tip: Kampyle allows you to choose which contact fields you wish to display to your site’s users. In the feedback form customization page, click on “Contact  Fields” link to the right of each feedback form instance and select the contact fields you want to use.

4. User Info

The user data section displays several details that relate to the specific user who submitted the feedback, such as his location and technical configurations. In this section you will find the following information:

Browser: the name and version of the browser in use by the user who submitted the feedback.

OS Platform: the name and version of the user’s operating system.

IP Location: the geographic location of the users who submitted feedback, based on the IP address.

IP Address: the full IP address of the user who submitted the feedback. In certain countries collection if IP numbers is not allowed. You can disable the collection of this data by checking the appropriate box in the account settings page.

Cookies enabled: this field states whether cookies are enabled in this user’s browsers (yes/no)

Browser language: the default language of the user’s browser.

Screen Resolution: the screen resolution of the user who submitted the feedback.

Color Depth: the color depth configuration of the user who submitted the feedback.

Flash Version: the flash version in use by the user who submitted the feedback.

Tip: you can compare the user data of specific feedback items, in order to find common technical characteristics. Simply select the relevant feedback items (using the checkboxes on the left), and choose “Explore User Info” in the “More Actions” menu, just above the inbox (screenshots below).

5. Details

Kampyle’s feedback contains more information that can be extremely useful. These additional details can be found in the details section:

Adwords: using Kampyle’s integration with Google analytics, this field reveals the information about the Adwords Campaign which brought the user to your website.

Keywords: using the same integration with Google Analytics mentioned above, this field displays information about the keywords which brought the user to your website.

Submission: this field refers to the method by which the feedback form was opened by the user – either when the user clicked on the feedback button (“Feedback Button”), or through Kampyle’s pop-up mechanism (“Active Request”).

Item ID: the item ID is a unique identifier of a feedback item. Each feedback item has its own feedback ID.

Priority: the priority of the feedback item is a field that can help you to manage your feedback more efficiently. By default, the priority of new feedback is “Medium”. You can change the priority (to “Low” or “High”) by clicking the “edit” button at the bottom of the item.

We hope you will have found this information helpful. If you have more questions or comments about individual feedback items, don’t hesitate to comment on this post, send us feedback, or contact our support team!

thank you,

the Kampyle Team

A good salesperson or customer service representative knows a personal touch goes a long way towards closing a deal. Customers sometimes feel that touch is missing online, but it does not have to be that way. With this in mind, Kampyle is excited to introduce our new integration with Salesforce.com.

The new Kampyle Salesforce.com AppExchange solution lets you combine user feedback with your Salesforce.com CRM data in real time so you can increase sales and customer engagement. Integrating your valuable CRM data with feedback analysis of WHY customers act in certain ways on your Web site lets you:

• Use your customer feedback and turn it into actionable leads and cases to reduce sales cycles, improve response times and enhance online customer service;
• Receive more user-specific data about visitors and customers whom you are tracking with Salesforce.com to provide rich information leads for the sales team and detailed cases to support your customer service efforts;
• Gain a holistic customer view, providing an immediate feedback view within Salesforce so that your entire organization is plugged into your customers’ wants and needs.

Using our smart rules engine, Kampyle identifies customer feedback in two areas: leads and cases. This lets you know so much more about your users and visitors, like what they think about your services or products and where they were on your Web site when they left feedback. In addition to learning what customers want, your integrated CRM data can now give you more user-specific information, such as the visitor’s location and browser and OS data, so you can more uniquely tailor your response to each and every online visitor or customer.

Kampyle’s Feedback Analytics are the foundation of a customer-centric lead-generation engine so you can close more deals and faster. When combined with your Salesforce.com CRM data, direct customer feedback from Kampyle provides your business with an opportunity to connect with a prospect directly and gives you a starting point you did not have before – a chance to have a real conversation with a user, which leads to more sales and improved customer support.

The feedback forms from Kampyle take the guessing game out of what your prospects may want, as they can quickly and easily tell you directly. Let your customers tell you WHY and then use this information to let your organization work smarter and faster, and your customers will love you for it.

Find out more about Kampyle for Salesforce.com here.

The Kampyle team is demonstrating and exhibiting at the upcoming Omniture Summit from March 2-5 in Salt Lake City, Utah.

At the summit, the Kampyle team will provide conference attendees with a first look at our upcoming integration with Omniture. If you are interested in receiving a personal demonstration at our booth, please email us at: sales at Kampyle dot com, or call us at 646 452-9480.

As a showcase sponsor of the summit, Kampyle is offering its customers a $100 discount on conference registration. Take advantage of this incentive and head out to ski country for three days full of training and education from Omniture partners, customers and industry experts.

To get a $100 discount from Kampyle, please email us at: sales at Kampyle dot com, and we’ll send you the coupon code.

We will release more details of this new integration with Omniture closer to the date of the summit, so stay tuned to our blog for more information.

In addition to general sessions with marketing pioneer Seth Godin and Wired Magazine Co-Founder John Battelle, the summit will feature more than 50 breakout sessions on topics including optimizing marketing ROI, customer engagement and conversion optimization tactics.

We hope to see you there!

The Kampyle team.

An informed e-tailer leverages his greatest asset – customer feedback – to turn casual visitors into loyal, returning purchasers. EyeBuyDirect.com, the leading online eyeglasses shop, is using Kampyle to do just that.

After moving from a basic quantitative analytics solution to Kampyle’s Feedback Analytics, EyeBuyDirect.com saw an immediate benefit. With a clear understanding of why its customers make certain choices online, EyeBuyDirect.com now has a conversion rate of at least 30 percent and a reliable method for optimizing inventory based on clearly communicated customer wishes.

EyeBuyDirect.com uses Kampyle to answer business questions critical to its success:

• Where should we place ads?
• Which frames should we stock in greater quantities?
• Which products should we stop selling?
• Are customers more likely to buy if they use our virtual dressing room?
• Does our Web site make it easier or more difficult for customers to complete purchases?

Kampyle Feedback Analytics deliver detailed answers to these queries, as well as to the all-important question of why customers make the choices they do. It is that level of personal input that helps EyeBuyDirect.com and thousands of other Kampyle users move their customers from “window shoppers” to satisfied buyers.

Read more about Kampyle and EyeBuyDirect.com in our resource center.

Kampyle is starting off the New Year with a partnership that will mean even greater customer insight for our users. Today, Kampyle announced it is the first partner for Nedstat’s User Experience platform, a Web analytics solution that uses behavioral insights to optimize customer interactions.

This is a partnership that offers Kampyle and Nedstat users access to the five W’s – who, what, when, where, and the elusive WHY – all in one integrated view.

Joint customers can take advantage of the bilateral integration to analyze and act on the same data regardless of whether they are accessing it via Kampyle or Nedstat’s Sitestat solution. The complete integration is easy to use and helps companies answer the critical question of “why” behind their users’ behavior.

This partnership extends Kampyle’s value proposition to a much broader market of users worldwide. Joint Kampyle/Nedstat users can now easily bring the customer’s voice into their analytics to gain a real understanding of usability, satisfaction rates and user experience.

See our press release with Nedstat for more information.