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.

How to set up Automatic Review Reminders

Automatic review reminders help increase engagement by prompting recipients to open reviews and provide feedback. These reminders are sent automatically to recipients who have not yet engaged with a review.

What this means for suppliers:

The system reduces the need for manual follow-up by automatically prompting recipients who have not engaged
Recipients are prompted automatically at key intervals to encourage engagement
This helps improve response rates and ensures feedback is captured consistently

How automatic reminders work:

Automatic reminders are enabled by default (though your organisation may have chosen to disable this feature. If you are unsure, please check internally or refer to your training materials)
They are sent only to recipients who have not engaged with the review - the goal is to maximise response rates on the reviews

Reminder schedule:

Reminders are sent via email at the following intervals:

Reminder 1: 3 working days after the review is sent
Reminder 2: 10 working days after the review is sent

Reminder 1 (day 3):

This is the first reminder encouraging recipients to engage with the review:

Automatic Review Reminder SCREENSHOT 1

Reminder 2 (Day 10):

This is the final reminder which is sent if the recipient has not yet submitted feedback:

Automatic Review Reminder SCREENSHOT 2

Useful to know:

Automatic review reminders are set at the workspace level (not organisation or account level). They can’t be customised per account, and only Admins and Owners can manage them.
If scoring is optional and the review has been opened, a second reminder won’t be sent - even if scores were not submitted. If the review hasn’t been opened after the first reminder, the second reminder will be sent.

For any further support with enabling or disabling automatic reminders, please contact your Clientshare team.