How to collect permission

You can ask any user leaving a comment on a positive CSAT or NPS response for permission to feature that comment in marketing materials.

You can quickly enable the marketing permission option when you create your CSAT survey snippet (see Step 5 here) or your NPS campaigns (see Step 4 here).

For CSAT surveys: Remember to upload your new snippet to your help desk software if you are an existing SmileBack customer who wants to activate marketing permission.

Once this is done, any customer leaving a positive comment will be given a simple checkbox and statement they can tick if they want to. And when you 3 or more positive comments with marketing permission you can select which ones to publish via your website widget! You can read more on that in our article on the Website Widget.

Please note: this is a separate feature to the integration with Google Reviews and you cannot make client comments appear on Google Reviews yourself, instead we have a separate function to drive satisfied clients to Google where they can publish their review, please see Pushing positive comments to Google My Business reviews for more details.

How to use client comments

Finding comments with marketing permission

Once you are collecting comments with marketing permission it is easy to look them up in SmileBack. On the CSAT reviews page use the "Comments" filter (left screenshot) and on the NPS dashboard use the "Responses" filter (right screenshot) to show only reviews with marketing permission.

Email alerts for comments with permission (CSAT reviews only)

You can also use this as a condition in automations. For example you could send an email alert to your marketing team when a comment with permission is received.