How do I reset my password?

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.

What is the Pulse Index?

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.

How is the data collected for NPS and Satisfaction Ratings?

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.

How do I send a Review?

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.

What documents can I attach to my Review?

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.

How do I invite my colleagues to join Clientshare Pulse?

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.

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

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.

Can I resend my review and add new recipients?

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.

Do my clients have to score me each time?

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.

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

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.

A guide to your Multi-Workspace Dashboard

Transcript:

OPENING

On screen: Organisation Dashboard overview

“This dashboard provides a high-level view across your workspaces — bringing together multiple workspace performance, stakeholder feedback, engagement trends, and client sentiment in one place.”

“It’s designed to help leadership teams quickly understand relationship health across the business, while making it easy to drill down into different workspaces when needed.”

DASHBOARD OVERVIEW & FILTERING

On screen: Top of dashboard → timeframe filter + workspace selection

“By default, the dashboard displays data from the last 12 months across all workspaces within your portfolio, with the flexibility to adjust timeframe and workspace filters depending on the insights you’d like to review.”

“This allows you to move between organisation-wide and workspace-level views while tracking trends over time.”

KEY METRICS

On screen: Top metrics row + NPS summary

“At the top of the dashboard, you’ll find key organisational metrics — including total licences, reviews shared, average Pulse Index score, and overall Net Promoter Score.”

“These metrics provide a quick snapshot of overall client sentiment across your workspaces.”

NPS DRILL-DOWN

On screen: NPS breakdown section

“In the NPS section, you’ll see a % breakdown of Promoters, Passives, and Detractors across the workspaces.”

“This gives you a quick view of overall client advocacy and loyalty trends.”

“To explore the detail behind these scores, simply select one of the categories to view the stakeholders associated with those responses.”

On screen: Open promoters/passives/detractors view

“From here, you’ll be able to see stakeholder information including their overall NPS, NPS track-record, and overall review score associated with that stakeholder.”

“You can also filter between Promoters, Passives, and Detractors within the pop-up to explore stakeholder feedback in more detail.”

“This makes it easier to identify strong advocates, monitor sentiment, and proactively follow up where lower scoring feedback may need attention.”

WORKSPACE OVERVIEW TABLE

On screen: Workspace table

“Further down, the workspace table provides a consolidated view across all workspaces within the organisation.”

“For each workspace, you’ll be able to see licence numbers, days since the latest review was shared, average Pulse Index score, and average Net Promoter Score.”

On screen: Select workspace → open workspace dashboard

“Selecting a workspace opens the Workspace Dashboard for a more detailed view of the selected portfolio.”

LATEST COMMENTS

On screen: Latest comments section → Go to comment

“The dashboard also brings together the latest stakeholder comments submitted across the multiple workspaces within your portfolio.”

“From here, you can open individual comments and review any team activity associated with that and other client feedback comments.”

“This helps leadership teams maintain visibility of key feedback themes and relationship developments.”

FOLLOW-UPS

On screen: Follow-Ups section

“As we covered with comments, you can also navigate to the Follow-Ups section, which brings together all outstanding follow-up requests submitted across your workspace portfolio.”

“This allows leadership teams to track follow-up requests across clients and ensure they are acknowledged in timely manner.”

TRENDING & INSIGHT

On screen: Pulse Index + NPS linear charts

“At the bottom of the dashboard, the Pulse Index and NPS charts provide a high-level overview of client sentiment and loyalty across the workspaces over time — with Pulse Index combining key scoring categories into a single performance indicator, and NPS measuring how likely clients are to recommend your service.”

“Together, these trend charts help you understand whether sentiment is improving, stable, or declining — making it easier to identify positive momentum, spot emerging risks, and monitor relationship health across the wider portfolio.”

CLOSE

On screen: Full Organisation Dashboard overview

“Together, these insights provide a connected organisation-wide view of client engagement and performance — helping leadership teams stay informed, proactive, and strategically aligned.”