Alice takes you through the refreshed Account Dashboards in Clientshare Pulse.

What's changed?

The new-look Dashboards include:

• Clear account-level scorecards for NPS & Pulse Index scores

• A scorecard for each Pulse Index question

• All comments from your client stakeholders

• Plus, a new task banner showing you what needs your attention most

  • See details of follow-up requests and identify outstanding actions, with more tools and insights to come!
    

FAQs

What are ‘Follow-up requests’?
When a business review is sent to your clients, they have the option to request a follow-up with your leadership team.  The new follow up request tile at the top of the dashboard makes these requests from your clients more visible so you know it’s a task that requires your attention. 

How do I see who the follow-up requests are from?
To see the detail of each of your follow-up requests, click on the ‘follow-up requests’ tile and this will take you through to the follow-up page where you can see which client has requested a follow up, together with their email address and when the request was made.  
For all new client follow-up requests, ensure you take action as per your existing feedback management process.

Why do I have so many follow-up requests that require attention?
All historical data will have been pulled into your new-look dashboard, so if you have a number of follow-up requests pending action, double check to see if they are old requests that weren’t marked as acknowledged. 
To do this, simply check the date and other details of the request to ensure they are requests that have already been actioned.  If they are historic follow-up requests, select ‘Mark as Acknowledged.’  For all new client follow-up requests, ensure you action as per your existing feedback management process. 

What are ‘Actions’?
If actions were captured on the business review you sent your clients, they will now appear in the tile at the top of the dashboard, so they are more visible and will act as a reminder that an action requires your attention. 

How can I access my ‘Actions’?
You can access any outstanding actions at the top of your dashboard. This will show you how many outstanding actions there are for your account. Once you click on the actions tile, this will bring you directly to the existing ‘Actions’ section where you can view outstanding actions and mark them as completed.

Where is the ‘Scheduler’ tool?
The Scheduler feature has temporarily been removed from the account-level dashboards, but any review dates you have already added will remain in the tool and will be available when the Scheduler is reinstated.

Take a look at the video to learn more, and please contact your Clientshare representative or email support@myclientshare.com with any questions.

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Transcript: 

Alice: Hello, I’m Alice, and in this video I’m going to take you through the refreshed, account-level dashboards in Clientshare Pulse.

This view brings together everything you need to know about a specific client in one place, and it’s now much easier to scan, explore and navigate your way around.

When you land on the account overview, you’ll notice the layout is split into a few clear areas, so you can quickly get to the information you need.

Starting on the left-hand side, you’ll see your scorecards, including:

• Pulse Index (data from your Pulse Index questions and scores)

• And your Net Promoter Score (NPS)

Next to that, you have your list of reviews. From here, you can quickly open previous reviews, or, if you need to, create a new review straight away.

All of the account’s historical review data is also available here, so you can always look back at how it’s performed over time.

Over on the right-hand side, you can see your Pulse Index scores, broken down by question, with additional context showing how those scores are trending over time.

This makes it much easier to understand account performance at a glance, not just where things are today, but whether they’re improving, slipping, or staying steady.

As you scroll down, you’ll see the comments left on your reviews.
From here, you can quickly jump into a comment to view it in more detail, add a note, and mark it as completed once it’s been addressed. It’s designed to help you keep track of what’s been raised, and what’s already been actioned.

At the top, you’ll also see a new task banner, which gives you a clear view of:

• The actions created for each review where you can jump in and see all upcoming and completed actions for the account, and

• any follow-up requests coming in from your reviews. So if you have follow-ups pending, you’ll see them listed here. You will be able to see the name and email address of the customer who has requested the follow-up and, once you or your senior leadership has followed-up, you can mark them as acknowledged by clicking here.

And that’s the refreshed account dashboard overview.

The goal here is simple.

Everything you need to understand the health of an account, track activity, and stay on top of feedback and actions, all in one place, with a clearer, more navigable layout.

Thanks for watching!

Read more:

How to add a licence

Getting relevant stakeholders into QBRs

How to keep QBRs relevant throughout a contract 

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