The Pulse tool is intuitive and easy to use. Whilst some aspects of the process when creating and sending a review are mandatory, getting the most out of Pulse is often about how you manage the detail of what you share. So, how can you make the most of Pulse? 

What should you be including in your Pulse review? 

A personalised intro message 

Your intro message is a way to let your clients know that there is a person on the other end of the review. Including personalised elements such as names, clear references to the organisation you’re sending the review to and perhaps a reference to a recent call if this is relevant to most or all the recipients. Make the intro message warm and tell the client what you are sharing and what you would like from them. 

A personalised intro video 

Much like with your written intro message, a video intro illustrates that there is a human being on the other end of feedback requests. It’s another string to your bow when building rapport with your clients. Not everyone enjoys being in front of the camera, but the difference it makes to review responses is noticeable. This rapport will make a noticeable difference should there ever be a problem and in your ongoing interactions with your clients. It is just one of a number of things you can do to develop your business relationships from service provider to trusted service provider. 

Add 3 pieces of content 

Adding content can cover several areas. These can be articles, videos and whitepapers related to review talking points or industry interests and developments. Equally, they can be functional like management information, service reports, QBR presentations and meeting notes. 

Try to make the content you add varied. If you have uploaded a few industry-relevant news articles, consider supporting these with a video link on a similar topic.  

Also think about cross-selling – what new offerings would you like to share with your client, what case studies do you have, what content do you think they would be interested in that looks outside of the service you deliver today? 

Adding content is all about demonstrating your value beyond the service you provide.  

Add at least 5 recipients 

Ultimately, your aim is to get feedback on your service, demonstrate your value and support growth and retention. The more people you send your review to, the more responses you can hope to get.  

You want to get the widest possible range of feedback you can. Send your review to recipients at all levels of the organisation, including senior leadership. This will allow you to see how your service is received by those in direct contact with you and those in indirect contact with you.  

Add Account Actions 

Adding the actions from a review you’ve had with a client really does matter! It shows that the service and relationship are progressing. It’s a small but highly effective way of demonstrating value and control. 

Feedback and CSAT Scores 

Don’t forget the review will automatically ask your client for feedback, to rate your performance and enable them to request a leadership meeting.  You don’t need to do anything here as an account  manager – it’s all taken care of and you get see all the ratings firsthand! 

The above is just scratching the surface of how you can demonstrate best practice with Pulse. Take a look at some of our other articles on the Pulse Knowledge Centre and please get in touch with your Customer Success Manager for more ways to upgrade how you use Pulse. 

Read more:

What is NPS and why is it your most powerful metric?

How to create and share a review with Clientshare Pulse

What are Pulse Index Questions and how can you customise them to fit your organisation's needs?

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