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 whitelist email domains

Both our customers and their clients sometimes need to whitelist the Clientshare domain to make sure that the emails being sent using Clientshare software will be received correctly. Here's an overview of what whitelisting is and how to set it up.

As our customer, you will find separate downloadable instructions for both you and for your clients below.

KC image - whitelisting - top-1

What is Whitelisting?

Whitelisting is a cybersecurity measure where users can only receive emails from websites and domains that have been added to a whitelist and approved by the IT administrator in advance.

Sometimes essential software or communications can be blocked because they haven’t yet been added to the whitelist, so it is good to keep this in mind when starting to use new technology.

NOTE: If Clientshare hasn’t yet been added to your clients whitelists, the reviews you’re sending may not be received and instead head straight to their spam or junk folders.

How to help your clients add new domains to their whitelists

STEP 1

Start with contacting your client's internal IT team and send them the 'Whitelisting for Clients’ one-pager. While the process may vary between Microsoft 365, G-Suite and other providers, they all have an option to set up a whitelist or add a domain to an existing whitelist.

The Clientshare domains are:

Email domain: @myclientshare
Website domain for Clientshare Premium: secure.myclientshare.com
Website domain for Clientshare Pulse: pulse.myclientshare.com

Useful links

How to create a Microsoft 365 Whitelist

How to add to a Microsoft 365 Whitelist

How to create a Whitelist on G-Suite

STEP 2

Once their IT team has confirmed the whitelist is ready and the domains have been added, just ask them to confirm with your Account Manager so you can continue to use Clientshare knowing all emails are delivered.

Assets:

You will also find the instructions in pdf format below; including a pdf you can share directly with your clients.

How to create and send your first Business Review with Clientshare Pulse

What is NPS and why is it your most powerful measurement for client success?

How to set up and measure your custom Pulse Index to maximise your return and minimise your churn

Not yet a Clientshare customer?

Learn more about Clientshare and our software solutions for service providers here or request a demo.

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Net Promoter Score (NPS) remains one of the most widely used customer feedback metrics in the B2B world. Many organisations send out annual surveys or ad-hoc feedback requests, but few know how to use NPS to retain clients and drive growth effectively.

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