The Skeepers Feedback Management solution can interact with many other platforms in your work environment.
You have the option to connect Skeepers to Google Business Profile (formerly Google MyBusiness) through a connected app. The set-up is quick (6 steps) and open to everyone. This integration will allow you to have a global view of the reviews and comments on your Google pages and andwer directly to both positive and negative reviews left on your pages.
Accessibility
- The Google Business Profile feature is open to everyone upon request
- Contact Support to activate the permissions for your Skeepers account related to this feature
- Once your account permissions are activated, you need to follow the integration steps described in this article to connect Google to Skeepers
- When the connection is active, the administrator of your organization's account must enable those access for users so they can answer to reviews (learn more about user rights)
Step 1 : Create specific attributes attached to a segment
To ensure the connection with Google, certain specific configurations must be made on the Feedback Management platform. Specific attributes and variables must be created as they are the ones collected natively by Google. The list below includes these attributes, but additional collection information can be added according to your own needs (learn more about creating attributes). We recommend using these names, but you are free to choose others if you wish. The first 6 attributes do not require any particular configuration. However, the "Location_created_at" attribute must be configured in "date" format.
- Review_uuid
- Review_third_party_id
- Review_ratetype
- Location_id
- Location_name
- Location_address
- Location_created_at (Configuration = Type "date" in the format "day/month/year" *space* "hours:minutes:seconds")
You can create these attributes in two ways according to your habits :
from the "Attributes" tab in the left sidebar | create the new segment from the "Segments" tab |
then link each relevant attribute to a new segment that you can freely name |
then create each attribute via the segment page to link them automatically |
Once the attributes are linked to the segment, click on the "Save" button at the bottom right of the page.
Step 2 : Create a campaign and enable response
After configuring the information to be collected via Google on the platform, it is now necessary to create a new blank campaign and attach the previously created segment to it.
To allow responses to reviews via the platform, go to the "Answer" tab of your campaign and check the box "I authorize response".
To complete the configuration of the campaign dedicated to Google, it is necessary to add two elements to your survey pages :
- a CSAT element = in its advanced settings, add a "rate" tag
- a text field element = in its advanced settings, add a "review" tag
Step 3 : Create an authentication and mapping
Once the attributes and the campaign are created, it is time to ensure the connection between the information from Skeepers and Google.
From the "Settings" tab visible in the platform's left sidebar, go to the "Integrations" section and click on "Available applications".
Using the search bar on the right, search for "Google Business Profile". Then click on the "Integrate" button.
You can now click on "Add a new authentication", name it and click on the "Connect" button.
You can now log in to Google. Click "Allow" or "Authorize", to authorize the connection.
On click, you will be redirected to Skeepers. Click "Save".
The green chain symbol indicates that everything is properly connected.
Now click on "Add a new mapping", which you can name.
You will then need to add the attributes you have created, in the middle column "Internal object" and add the corresponding remote fields, in the left-hand column :
The following table summarizes all the internal objects and external fields to map :
External Field (Google) | Internal Object (Skeepers) |
---|---|
Id | review_uuid |
Review | review (variable category "Tags") |
External Id | review_party_id |
Rate | rate (variable category "Tags") |
Rate type | review_ratetype |
Location Id | location_id |
Location name | location_name |
Location address | location_address |
Location created at | location_created_at |
Once the mapping is configured, click on the "Save" button.
If you want to learn more about mapping, feel free to consult our documentation on this topic.
Step 4 : Create a deployment and select the mapping
From the "Deployment" tab of this campaign, add a "classic" deployment of the "Pull media", "Third party reviews" type (click here if you want to know more about deployments).
You can then name this deployment and save it before arriving on the page below. Select the third-party connector just created, save, then activate the deployment.
If your Google page has already collected reviews, you have the option to force the import of the collected reviews by clicking on the "Force review import" button. Depending on the volume of data to be imported, the loading time may vary.
The Google reviews are updated automatically every night.
Additionally, since the data retention period on Skeepers is two years, it is not necessary to try importing reviews older than two years or collected before the creation date of the Feedback Management account.
Step 5 : Create a raw data visualization attached to a dashboard
You can now create a raw data visualization from a "Library" located in the "Analysis" tab. Restrict this indicator, to your campaign then click validate.
Unroll "Response to customers" and check the box "Activate the response to customers".
Then, click "Apply" and 'Save".
Step 6 : Integrate the reviews into a dashboard and share it
You can now create a dashboard and add the raw data visualization you just created.
To do this, you need to :
- Create a new dashboard from the "Analysis" tab
- Add your visualization using the second button at the top right
- Optionally, add other indicators (word clouds, verbatims, etc.)
If needed, you can add other indicators (word clouds, verbatims, etc.) to further deepen your analysis of Google reviews.
To activate the response, you need to pin the dashboard to your homepage. To do this, from your list of dashboards, click on the "Pin to homepage" button.
Congratulations ! Everything is now in place to collect, distinguish and analyze Google reviews in Skeepers :
- Your campaign is transferring Google reviews to Skeepers
- Your dashboard allows you to see the Google reviews received
- In your pinned dashboard, you can directly respond to your reviews
By hovering over a review in your pinned dashboard, you can use the "Reply" button to access all elements related to the review and then address a response. Once you send the response, it will be transmitted and displayed on your Google page.
If you have any questions, feel free to contact our Customer Care team.