Question 1

How do I reset my password?

Accepted Answer

You can change your password by going to login.myclientshare.com/password/reset. You will receive an email that redirects you to the login page and allows you to enter a new password. Instructions for password criteria can be found on the reset password page. Alternatively, you can change your password inside Clientshare by going to the Settings page and following the instructions under the 'Account' tab. If you use Microsoft Single Sign-On, password resets are handled automatically through Microsoft.

Question 2

What is the Pulse Index?

Accepted Answer

The Pulse Index indicates how your clients rate you against key satisfaction measures and helps you map and track performance in critical business areas. The satisfaction rating consists of four pre-set measures: Service, Relationship and support, Value, and Quality. You can customize these questions based on your business needs. If unsure, contact your Customer Success Manager for guidance.

Question 3

How is the data collected for NPS and Satisfaction Ratings?

Accepted Answer

Your Net Promoter Score (NPS) is calculated using your clients’ feedback. Each time your client receives a business review, they can provide real-time feedback through satisfaction measures, qualitative comments, and the NPS survey.

Question 4

How do I send a Review?

Accepted Answer

Sending a review is easy with our step-by-step workflow: 1. Give your review a title, date, and introductory message or video. 2. Add all relevant content and documents. 3. Choose recipients for the review. 4. Assign review actions. You can preview the review before sending it directly to your client.

Question 5

What documents can I attach to my Review?

Accepted Answer

Clientshare Pulse supports document uploads up to 40MB and accepts all standard file formats. Simply drag and drop files into the review or select them manually.

Question 6

How do I invite my colleagues to join Clientshare Pulse?

Accepted Answer

Only admins can invite new users to Clientshare Pulse. Using the admin panel, enter your colleague’s email address and specify their role — Senior Manager, Account Manager, or Admin — depending on the level of access required.

Question 7

How do I know if my clients have opened the review and scored me?

Accepted Answer

Whenever a client opens a review, provides scores, or leaves feedback, you’ll be notified. Clients will receive two weekly reminders if they haven’t opened the review or completed the scoring.

Question 8

Can I resend my review and add new recipients?

Accepted Answer

Yes! You can resend reviews or add new recipients by going to the Review Analytics page and selecting the option to add or resend to recipients.

Question 9

Do my clients have to score me each time?

Accepted Answer

This is optional. We recommend making scoring mandatory for quarterly reviews, but for weekly reviews, it’s best to keep scoring optional to avoid survey fatigue.

Question 10

How does the tree planting work for reviews scored with Clientshare?

Accepted Answer

Clientshare is a proud partner of Ecologi. Each time your client scores a review, we plant a tree. Learn more about Clientshare's partnership with Ecologi and our CSR policies.

NPS Best Practice: The real value of NPS is what happens after the score