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.

Managing feedback comments and follow-up requests

Clientshare reviews allow clients to:

Leave written feedback alongside scores
Request follow-up sessions with your team

This article explains how to manage both within the platform, helping you track feedback and ensure it is acknowledged internally.

1. Managing feedback comments

When clients leave written feedback, it is available within the Comments section.

Step 1: Open the Comments page

Log in to Pulse
Navigate to Comments from the left hand side panel

Managing Feedback comments & follow up requests SCREENSHOT 1_

Step 2: Review submitted comments

You will see a chronological list of all comments:

Most recent comments appear first with older comments listed below. Select any comment to view it in full.
Within each comment, you can:
- See whether it has been reviewed
- View any internal notes added by your team
- You can mark it as Reviewed and add an internal note to record any actions taken, if you are responsible for following up.

Managing feedback comments & follow-up requests SCREENSHOT 2

Note

Adding internal notes is optional, but recommended. If no note has been added, the comment will show as reviewed without additional detail.

2. Managing follow-up requests

Clients can request follow-up sessions with your Leadership team directly through reviews. These requests can be tracked and managed in the Follow ups section.

Step 1: Open Follow ups

Log in to Pulse
Navigate to Follow ups from the left-hand menu

Managing Feedback comments & follow up requests SCREENSHOT 3_

Step 2: Review follow-up requests

You will see a chronological list of all follow-up requests:

Most recent requests appear first with older requests listed below. Select any in order to view in full.
Within each follow-up request, you can:
Check whether it has been acknowledged
Acknowledge the request if it has not yet been acknowledged and you are responsible for following up.