How to get started

When you're new to the Hello Customer platform, it can be a bit overwhelming. Therefore, we bundled the logical steps to take in this article. Please note that this article is mainly meant for administrators. If you are a regular user, a lot of the steps discussed will not be available in your environment.

First things first, your company started with Hello Customer because you wanted to listen to your customers. In the Hello Customer platform, you can centralize your customer feedback!

Collect customer feedback directly with Hello Customer. First, define your use case and what you want to know, and decide which touchpoint and metric are best suited for your use case. Afterwards, use this handy manual to help you set up a touchpoint.
Note that you can integrate Hello Customer with other systems, for example your CRM, to make sure the right people are surveyed at the right moment.
You can upload historical data or online reviews to our platform by adding answers via API or via file upload.

Next, it is, of course, important to engage your colleagues and add them as a user or administrator to the Hello Customer platform.

To ensure that the right data reaches the right people, we came up with the concept of teams. In short, both answers and users are tied to a team. Learn all about it here.
Learn how to add a user to the correct team. The team where the user is assigned to will not only decide which data they will see, you can also specify which parts of the platform are accessible for these users by setting permissions.

Once your data starts flowing in, you'll be able to take advantage of our AI-powered analysis.

Learn how to interpret the results in our Analysis part of the metric questions, our text analysis ISAAC, and the extra questions you can add to your surveys.
Optimize your ISAAC analysis by making suggestions and tweaking it even further by grouping the standard category paths into tailored groups that fit your situation.
Set up a custom dashboard to combine the results you want in one handy overview. Make sure you grant access to the specific users you built the dashboard for.
Keep your users engaged by enabling automatic reporting to get the results to them on a regular basis.
If the analysis in our platform is not enough or if you want to combine the Hello Customer data with other internal data, you can connect to our data warehouse to get the data out of the platform. You can also integrate with other systems to get the Hello Customer data into another platform.

It's one thing to get the overall results, it can also be very interesting to do customer segmentation.

Therefore we advise our customers to add metadata, or in other words, extra knowledge you have about your customers, to the Hello Customer platform.
Transform this dumb metadata into smart participant attributes by using our participant attribute mapper to be able to filter in different parts of the platform and compare different groups to each other.

But how can you know what to do with all this feedback, or, in other words, which actions to prioritize?

The key driver analysis will tell you which aspects of the customer experience need attention (fix this now!) or what you can promote. It's a useful tool to see where your priorities should be as a company to improve the customer experience.
Set up alerts to notify users when a certain event happens, for example, when a customer is unhappy with the personnel. An alert notification immediately takes you to the conversations, where you can find all the information about the involved respondent(s) so you can immediately follow up.
Follow up on your teams with the team ranking. Immediately see which teams are getting great or bad scores and are performing well or poorly on a specific aspect of the customer experience. With the team ranking, you can prioritize the coaching for the right teams.

Good luck with using the platform, and do not hesitate to reach out to your customer success manager or support@hellocustomer.com if you need any advice or help! In the meantime, you can take a look at our tips & tricks section to get the answers to frequently asked questions and get advice on how to solve common issues.