Signpost FAQs

1. Log in to your Facebook account and navigate to your business Facebook page, then click "Settings" on the top right-hand side of the page

2. Click "Templates and Tabs" in the left-hand menu

3. Scroll to the bottom and click "Add a Tab"

4. Under "Reviews," click the "ON" button next to "Show Reviews," then "Save" at the bottom

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If you'd like to cancel your subscription or make any adjustments to it, we require written notice at least 30 days before your next billing date as well as an offboarding phone call with your Account Manager.

To begin the cancellation process:

1. Log in to your Merchant Center and navigate to the “Settings” tab

[email protected]

2. Click “Subscriptions” on the left-hand menu

3. Click the purple “Cancel my subscription” text

4. Type in your reason for cancellation and click the purple “Submit Cancellation” button

Note: Your cancellation is not finalized until you have gone through the offboarding process and received a cancellation confirmation email from your Account Manager.

To discuss alternate Subscription options:

Contact our Customer Support Team during our business hours (Monday through Friday from 9am to 6pm Eastern Time) by emailing, calling (646) 780-7767, or using the chat feature in the bottom right-hand corner of your account.

One of our team members will help you schedule an appointment with your Account Manager to discuss your options.

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1. Log in to your Merchant Center and navigate to the "Campaigns" tab, choosing "Reviews" from the drop-down menu

2. Scroll down to the "Manage Your Review Sites" section

3. Any of the sites with a toggle in the box has a review link connected to your account. Click the toggle to change your settings for each onepurple means the review link is turned On, and gray means the review link is turned Off

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If you do not already, you will need to get your email address added as a “Manager” to both pages that you would like to merge. To do so,follow the instructions in this article before you begin:

How To: Transfer Ownership of Your Business's Google Page

Merge Pages

1. Use this Contact Form to request a call with Googlethey should call you immediately.Let them know that you have access to two Google pages, and you would like to merge them

2. Your Google rep will walk you through removing your access to one of the pages so that they can escalate the situation to their engineers

3. After your phone call, Google will delete one of the pagesand migrate the reviews from that page to the one that stays published

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1. Log in to your Merchant Center and navigate to the "Campaigns" tab, choosing "Scheduled" from the drop-down menu

2. Unschedule your Campaign or Offer

If you would like to re-work the campaign or offer and schedule it at a later time, click the down arrow to the right of the campaign and select "Move to Drafts"

If you would like to remove the campaign or offer from your account completely, click the down arrow to the right of the campaign and select "Cancel Offer"

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1. Log into your Merchant Center and navigate to the "Contacts" tab

2. Locate the customer in question by scrolling through your contact list or typing their name in the search bar

3. Click on that customer’s name to open their customer details page/customer profile

4. Click the drop-down menu under "Send a Marketing Message"

5. Choose which campaign you would like to send

6. Click “Send Now” to send the selected message to the contact immediately

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1. Log in to your Merchant Center and navigate to the "Campaigns" tab, choosing the "Feedback" option from the drop-down menu

2. Scroll down to the "Your Feedback" section

3. Click the "All Feedback" drop-down menu and choose "Positive Feedback," then "Written Feedback" to filter your results so that only Feedback eligible to be posted to your Testimonials Page will show

4. Find the Feedback response you would like to remove from the Testimonials Page and click "Visible on your testimonials page" next to it, selecting "only you can see this" from the drop-down menu that appears

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1. Log in to your Merchant Center and navigate to the "Settings" tab

2. Click "Email" on the left-hand menu

3. Click "Add a new email"

4. Enter the email address and password

5. Decide whether you would like the contacts to be added automatically, or whether you would prefer to be prompted to add them yourself when new contacts are detected

6. Click the purple "Add Email" button to finish

To edit the email address connected to your account, click the grey pencil icon next to the existing email address and type in the new email address you would like to pull contacts from.

To delete the email address connected to your account, click the grey X icon next to the existing email address.

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1. Log in to your Square account and click "Customers" in the left-hand menu

How To: Upload Contact Lists

2. Select the "Directory" tab at the top

3. Click "Import / Export" on the right and select "Export Customers" from the drop-down menu

4. Choose whether you want to export all your customers or a specific group, then click "Export"

5.Depending on your browser, you might be asked to save the file. Remember what folder the file is saved in to easily access it

6. Upload the list into your Signpost Merchant Center

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The Importance of Interactive Voice Response (IVR)

Interactive Voice Response is a great way to encourage all inbound callers to join your text marketing list.

The Interactive Voice Response (IVR) Process

A short audio recording will play at the beginning of every call placed through your Signpost forwarding phone number.

If the caller has never called in to your forwarding number before, they will hear “Thanks for calling [BUSINESS NAME]. Press "1" to get [TITLE OF NEW CUSTOMER OFFER]! Please stay on the line and someone will be with you shortly.”

If the caller has called in to the forwarding number before but has not opted in, they will hear “Thanks for calling [BUSINESS NAME]. Press "1" to start receiving text offers on your mobile phone! Please stay on the line and someone will be with you shortly.”

If the caller has called in to the forwarding number before and has already opted in or out, they will hear “Thanks for calling [BUSINESS NAME]. Please stay on the line and someone will be with you shortly.”

If the caller presses 1, they'll receive this text at the end of the call:

"Thanks for calling! Reply YES to finish opting in. You'll get autodialed marketing texts including offers & updates (max 5/mo). Opt-in not required for purchase. Msg&Data rates apply. To opt out text STOP"

Once opted in, your customers will receive your New Customer Offer directly to their phone, as well as any additional campaigns you send out from your account. Keep in mind that your voice recording mentions your New Customer Offer using the phrasing “get [YOUR NEW CUSTOMER OFFER TITLE]”, so make sure your Offer Title doesn’t start with a verb.

Related Articles

How To: Turn Interactive Voice Response (IVR) On or Off

How To: Edit Your Interactive Voice Response (IVR) Greeting

How To: Send a Text Campaign

How To: Respond to Texts to Your Forwarding Number

Get the Most from Your Forwarding Phone Number

Get the Most from Your Text Message Marketing

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To update your credit card information, please contact our Customer Support Team.

To get in touch with our Customer Support Team during our business hours (Monday through Friday from 9am to 6pm Eastern Time), you can email [email protected], call (646) 780-7767, or use the chat feature in the bottom right-hand corner of your dashboard after logging in.

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Most experts in the Sales and Marketing industries are already familiar with the Customer Lifecyclethe step-by-step process a consumer goes through when considering patronizing a business. At Signpost, our goal is to make your marketing as simple and effective as possible so that you can focus on other parts of your business. To help attain this goal, we’ve incorporated aspects of the Customer Lifecycle into the automated side of our marketing platform.

Why is paying attention to the Customer Lifecycle important?

Consumers have different needs at different stages of the Customer Lifecycle. While creating a general marketing strategy is a great first step toward building a relationship with your target audience, going one step further by paying attention to where they are in the Customer Lifecycleand targeting them accordinglycan deliver even more benefits for your business. Some of these benefits include:

Establishing Relevance. Using a more targeted strategy ensures that you are delivering the right type of message to the right customer at the right time.

Building Respect. When you improve the relevance of your messaging, customers feel valued and think highly of your business, driving them to repurchase and refer friends.

Increasing Revenue. Repeat business and referrals generated by your happy, loyal customers bring in more money to your business.

Improving ROI. Increased revenue helps you build your business while your marketing strategy pays for itself.

What are the stages of the Customer Lifecycle?

The model for the Customer Lifecycle varies across the board, containing anywhere from four to six stages. The version that Signpost focuses on contains five stages:

Awareness: this first stage occurs when the consumer discovers a business by seeing an ad, encountering an online listing or storefront, or hearing about it through word-of-mouth. Within your Signpost account, awareness is generated by ensuring that your online presence pages are up-to-date. Adding a Google AdWords or Facebook Ads package to your account can also help spread awareness.

Acquisition: once the consumer becomes aware of a business, they’ll seek more information to evaluate whether it will meet their needs by visiting the website or contacting the business directly. Signpost’s software tracks emails through your connected email accounts to identify consumers in this stage. If you have a forwarding number enabled, we track calls and texts to that number as well.

Conversion: if the information that the consumer acquired meets their needs, they are likely to complete their first purchase. Having a New Customer Offer enabled in your Signpost Merchant Center helps steer consumers toward your business over your competition, leading to their first purchase from you. Adding our Signpost Payments package through our processing partners helps seal the deal.

Retention: once a consumer has converted to a customer, it’s important to continue building a relationship. Ensuring that the customer is satisfied builds good rapport and increases their likelihood to repurchase. Mia, Signpost’s automated marketing assistant, sends Feedback Requests for you to help achieve this goal. Sending out Repeat Business Offers or Custom Campaigns can also help propel contacts through this stage.

Advocacy: if a customer is retained by indicating that their needs have been met and/or purchasing again, they’ll be likely to support the business further by leaving an online review or passing their information along to friends. Mia takes care of this step for you by sending Review Requests and Referral Requests to encourage this type of behavior.

Which Customer Types exist in the Customer Lifecycle?

When referencing the Customer Lifecycle to strategize for your marketing plan, it’s important to identify and recognize the different types of customers that exist within it. The most basic categories of customers are:

Prospect: a contact who has not purchased from you yet. These customers appear in the Reach, Acquisition, and Conversion steps of the Customer Lifecycle.

Active Customer: a contact who has recently made a transaction or interacted with a campaign. These customers appear in the Retention and Advocacy steps of the Customer Lifecycle.

Inactive Customer: a contact who has made a transaction or interacted with a campaign before, but not recently. These customers have fallen out of the Customer Lifecycle completely.

Unknown: an unspecified contact. Since we don’t know anything about them, we don’t know what stage of the Customer Lifecycle they’re in.

Using The Customer Lifecycle in your Signpost Account

Signpost helps you incorporate the Customer Lifecycle into your marketing strategy by allowing you to designate your contacts as one of the Customer Types above. Each Customer Type has its own automation logicrules that Mia follows regarding which campaigns should be sent automaticallyso that Mia knows who is in which stage of the Customer Lifecycle, and which automated campaigns they should receive.

Since Prospects exist in the Reach, Acquisition, and Conversion steps of the Customer Lifecycle, Mia will send them New Customer Campaigns to drive them to make their first purchase.

Since Active Customers exist in the Retention and Advocacy steps of the Customer Lifecycle, they will not receive a New Customer offerMia will send them Feedback Requests to gauge satisfaction, followed by Review Requests, Active Customer Campaigns, and Referral Requests to promote advocacy.

Since Inactive Customers have done business with you before, Mia will send them Win-Back Campaigns, Review, and Referral Requests to remind them of your business and try to reel them back in.

Since we don’t know what stage of the Customer Lifecycle Unknown Customers are in, Mia will send them Feedback, Review, and Referral Requests. She will also send them your New Customer Campaigns if they’re unresponsive or indicate they haven’t done business with you before.

These Customer Types and their associated Settings guarantee that the contacts in your Signpost Merchant Center will receive the messaging that is most applicable to them. If you decide you would like to target your contacts in different ways, these default Settings can be modified to your specifications. Either way, your contacts will appreciate the more targeted nature of your marketing strategy.

Negative feedback or reviews can seem like the end of the world; however, there are ways to turn the situation around:

Reply online respectfully. If the negative response was left as a review, log into your review site and reply publicly with a respectful message (ex: "We appreciate your business and are very sorry to hear of your poor experience. We would like the opportunity to make it up to you. Please contact us directly, by phone or email, at your convenience.") This displays professionalism and genuine concern for your customers. Your main goal is to take the conversation offlineavoid heated discussions that are public, as it can appear unprofessional to potential customers.

Reach out offline. Contact the customer directly to see if there are any resolvable issues. Investing in a positive customer experience goes a long way with each and every customer.

Offer a discount. DO NOT use this as an incentive to remove a review, as many review sites will suspend or negatively impact your page if they find out you have done so.This allows you the opportunity to provide a second, more positive experience and change the customer’s mind about your business.

Ask for a second chance. After making amends, ask the customer if they'd be willing to edit their negative review into a positive review.

Read our blog posts here, here, and here for more details on managing negative feedback and reviews.

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If you are unable to successfully complete the Quickbooks Desktop integration from your Signpost merchant center, you can follow these steps to manually complete the process.

Or, if you haven't done so yet, please attempt setting up this integration through our standard instructions.

Getting Started!

Before proceeding with these instructions, you MUST first remove any old versions of the integration from previous installs. Do not skip this step!

1. Start QuickBooks Desktop and open your Company

2. Start the Web Connector application

3. If the Mia Sync application is present, click Remove

click here to download and install

4. Click Yes on the QBWebConnector - Warning popup to confirm the removal

Manual Install

1. Configure the Web Connector application to start automatically with Windows

Press Windows+R to open the Windows Run dialog

Enter “shell:startup” in the text box and click the OK button to open the Startup folder

Open the Windows Start menu, navigate to the QuickBooks folder, and drag the Web Connector application into the Startup folder. This should create a Shortcut to the Web Connector app that will make it start automatically with Windows.

2. Go to your Merchant Center Integrations page and click the QuickBooks Connect button

3.SelecttheQuickBooks Desktop option

4. ClickCopy Password(leave the QuickBooks Desktop popup open)

5. Start QuickBooks Desktop and open your Company

6. Click here to download the Web Connector config file mia.qwc

7. Double-click mia.qwc to install it to Web Connector

If double-clicking mia.qwc does not launch Web Connector you may need to Web Connector and then try again.

8. ClickOKin theAuthorize New Web Servicewindow

9. Authorize the Mia Sync application.

These screens only appear the first time you set up the integration - if you are reinstalling the integration, skip this step and proceed to Step10.

Click Yes, always; allow access even if QuickBooks is not running in the QuickBooks - Application Certificate dialog

ClickYesin the Mia Sync - Authorization popup

ClickContinuein the QuickBooks - Application Certificate dialog

ClickDonein the Access Confirmation popup

10. Click the checkbox next to Mia Sync inQuickBooks Web Connector

11. Paste the password you copied in Step (4) into the Password Required popup and then clickOK

12. ClickYesin the Do you want to save this password? popup

13. ClickUpdate SelectedinQuickBooks Web Connector

14. You will be redirected back to the Integrations page in your Merchant Center. The QuickBooks integration will show a green status “Connected”!

15. You’re done! You can now minimize the QuickBooks Web Connector andclose the QuickBooks Desktop application. The integration will continue to run in the background even if the QuickBooks Desktop application is not running.

Note: Please be sure to keep your computer on and connected to the internet.

Delete Contacts

Note: Contacts should only be deleted if you absolutely do not want them to ever receive marketing messages from you. Once deleted, contacts CANNOT be re-added with a contact list upload.

1. Log in to your Merchant Center and navigate to the "Contacts" tab

2. Locate the contact you'd like to delete using the search bar or by scrolling through your list

3. Click the contact's name to enter their customer profile

4. Click the red "Delete Contact" text in the top right-hand corner

Undelete Contacts

Did you previously deletea few contacts that you now need added back into your account? No worries!

1. Log in to your Merchant Center and navigate to the "Contacts" tab

2. Scroll down to the bottom of the page and click on "Deleted Contacts" under the last row

3. Scroll down through the list or use the search bar at the top to find the contact you wish to undelete

4. Click "Undelete" next to the contact you want to re-add

Note: In some cases, undeleting a contact may take a few minutes to complete

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We are updating the way Mia asks for Feedback and Reviews for your business to maximize the number of reviews being driven to your online pages! Now, you will have two different options to choose from when strategizing for your Signpost account:

Option 1: Feedback Enabled (Default)

In this option, all new contacts will automatically be sent a Feedback Request. Three business days after they respond to the Feedback Request, they will be sent a Review Request.

Pros: Mia will notify you of negative Feedback as soon as it happens, giving you three business days to try to rectify the situation before the contact receives a Review Request.

Cons: Adds a step to the review process, which could mean fewer contacts following through.

By following up with all of your customers, including those who provide negative feedback, we can ensure compliance with Google’s Terms of Service governing how businesses request reviews (specifically, "Don’t discourage or prohibit negative reviews or selectively solicit positive reviews from customers.")

Option 2: Feedback Disabled (Requires Action)

In this option, Feedback Requests are disabled, and all new contacts will automatically be sent a Review Request. To disable Feedback Requests in your Signpost account, follow the instructions in this article: How To: Turn Feedback Requests On or Off

Pros: Mia will streamline the review process by skipping the Feedback Request, ultimately driving more reviews.

Cons: Mia will not notify you of unhappy contacts before asking for a review.

Related Articles

Responding to Negative Feedback & Reviews

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The preview option is available for all campaigns. We recommend sending yourself a preview before activating your campaigns, as this allows you to view your messaging exactly as your customers will.

1. Log in to your Merchant Center and navigate to the "Campaigns" tab, choosing "Scheduled" from the drop-down menu

2. Click the down arrow to the right of the campaign you’d like to preview and select "Send Me a Preview"

3. The software will auto-populate the email address you have signed in with as the suggested email address. You can change the email address if needed, or choose to send it as a text instead. When the address is correct, click the purple "Send Now" button

4. A copy of the chosen email (or text) will be sent for your review

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1. Log in to your Merchant Center and navigate to the "Contacts" tab

Why can't I see my newly uploaded Contacts in my account?

2. Click "Upload Contacts" in the top right-hand corner

3. Click the check box to indicate that you have permission* to send marketing messages to these email addresses

*Before uploading email contacts into your Signpost file, you must have permission to send marketing messages to those contacts. Permission is considered given if you have communicated with the client through email before or if they provided you with their email address. Contact lists purchased through a third party do NOT meet our permission guidelines.

4. Click the "Choose a File" button and select the file you wish to upload

5. Mia will auto-populate the columns in your file that appear to contain your email, phone, and name data. Double-check to ensure that the chosen columns look correct. If they don't, click the purple text to reveal a drop-down menu and select the correct column for each data type

6. Once the correct columns have been selected, click "Continue"

7. Review the Final Confirmation of contacts that our software will be able to upload. At this point, you can also choose a segmented list to add your contacts to or create and name a new one

8. Once you are satisfied, click "Save Valid Contacts"

Note:Contacts that already exist in your account will not be uploaded to avoid duplicates. If, however, you are uploading your new file into a segmented list, the existing contact will be pulled into the new list.

Related Articles

How To: Set Up Your Contact List File to Upload

How To: Convert Your Contact List into .csv Format

Why am I getting errors when trying to upload my Contact List?

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Great news for Signpost customers currently using QuickBooks Desktop! Mia now captures customer information from the desktop version of the popular accounting tool, right from your Merchant Center. If you’re currently using QuickBooks Desktop to send invoices for your business, Mia will be able to capture that information within 24 hours.

Not a QuickBooks Desktop customer? Don't worry, we're working on adding more integrations to our product. Let us know which system you're using, and we'll get it on the list!

Learn how to set up this feature here: How To: Set Up QuickBooks Desktop Integration

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1. Open your file and click "File," selecting "Download As" and then "Comma-separated values (.csv, current sheet)" from the drop-down menus

How To: Upload Contact Lists

2. Choose the name you would like the file to be saved as and the place on your computer you would like to save it. (Your view might appear different if you do not use a Mac)

3. Click "Save"

4. Upload the list into your Signpost Merchant Center

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Signpost’s Customer Relationship Management (CRM) tool is the complete, automated solution used by thousands of local businesses to get more online reviews and grow business revenue.

Account Setup & Contact Import

After a quick and simple account setup, you will either connect to one (or more) of our integration tools for automatic, seamless, and continuous contact information transfer OR use our contact uploading tool to easily add lists of your existing contacts into your Signpost account. Subsequently, our smart assistant, Mia, will start driving results for your business through targeted marketing campaigns.

Automated Campaigns

Thanks to Mia, these campaigns are sent automatically from your account to your customer contacts at the most opportune times without you having to lift a finger!

Feedback Requests allow you to assess customer satisfaction and work on rectifying the situation for unhappy contacts

Review Requests urge your customers to leave a review where prospects find your business online, keeping these pages relevant for search engines

Referral Requests bring new leads into your account while rewarding your loyal customers who refer them with incentives

New Customers Offers entice contacts who have not done business with you before to try out your goods or services

Custom Campaigns & Offers

Along with using our auto-sending marketing messages, you have the opportunity to create and send your own Repeat Business Offers or Custom Campaigns to your customers whenever you wish.

Add-On Features

In addition to the above features, all of which are included in your core subscription, you can choose to add these features to your account for an additional fee:

Payment Processing with our POS processing partners

Lead Generation through Facebook Advertising

SEO Services through Google AdWords

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1. Log into your Merchant Center and navigate to the "Contacts" tab

2. Click the gray "Manage Lists" drop-down menu in the top right-hand corner and select the list you would like to remove the contact from

3. Scroll through the list to find the contact you would like to delete and click the small gray x under the "Remove" column

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1. Log in to your MindBody account and navigate to the "Reports" tab

How To: Upload Contact Lists

2. In the left-hand menu, select "Clients"

3. To narrow the list of options, select "Marketing" from the top filters

4. Click "Mailing Lists" to open the report

5. Set the drop-down filters that appear to the following:

(First row drop-down): "Email List"

List clients: whichever you are interested in (we recommend "All clients")

Client's Opt-in status: "All Clients"

(Second row drop-down): whichever you are interested in ("Clients Only," "Prospects Only," or "Clients and Prospects")

Sort By: whichever you prefer (we recommend "Client Name")

6. Click "Generate" to preview the results

7. Click the "Export to Excel" icon to save the list to your computer

8.Depending on your browser, you might be asked to save the file. Remember what folder the file is saved in to easily access it

9. Open the file on your computer and convert it to a .csv

How To: Convert Your Contact List into .csv Format

10. Upload the list into your Signpost Merchant Center

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1. Log into your Merchant Center and navigate to the "Settings" tab

2. Scroll down to the "Presence/Review Sites" section and click "Edit" in the Google box

3. Click the "Find Your Google Place ID" text

4. A new window will open on Google's site. Type your business name in the field provided and choose your business from the drop-down menu that appears

A point will appear on the map with your business location and its Google Place ID.

If the above method did not work:

1. Google your business and locate its Knowledge Card on the right-hand side of the results page

2. Scroll down to the "Write a review" button and use your mouse or keypad to right-click

3. Choose "Inspect" from the menu that appears

4. The Google Developers Console (DevTools) will open with a large paragraph appearing toward the middle of your page. Locate "data-pid=," which will appear in orange/brown textthe long string of characters that appears in quotation marks in blue (starting with ChI) is your page's Google Place ID

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1. Log in to your Merchant Center and navigate to the "Settings" tab

2. Click "Customization" on the left-hand menu

3. Click "Edit Send Limit" next to "Automatic send limit is on"

4. Click "Automatically" and choose "Manually" from the drop-down menu that appears

5. Choose the maximum number of email campaigns you would like each unresponsive contact to receive from the drop-down menu that appears

6. Click "Update Limit" to save your changes

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1. Log in to your HomeAdvisor account and navigate to the "Lead Center" tab

How To: Upload Contact Lists

2. Click "Active Leads"

3. Click "Export Leads"on the far right side of the screen. (This will export All Leads, not just your Active Leads)

4. Select a Date Range (we recommend exporting leads from the last 2 years)

5. Click "Export"

6.Depending on your browser, you might be asked to save the file. Remember what folder the file is saved in to easily access it

7. Open the file on your computer and convert it to a .csv

How To: Convert Your Contact List into .csv Format

8. Upload the list into your Signpost Merchant Center

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You asked, and we listened! Signpost’s newest feature release expands upon how contacts can interact with any Repeat Business Offers you send from your account.

Previously, RBOs only tracked the number of contacts who clicked “Claim This Offer” or visited a landing page specified by you. Now, you have the option to track how many contacts called your business after seeing the offer instead!

This process is done using a unique, rented tracking number for each campaign. The tracking number will be rented and published on the offer as soon as it is sent out to your contacts, and will remain associated with that offer with the next 7 days. (The tracking number will stay rented for at least 90 days, but may be assigned to another offer if you send another one more than a week later.)

We’re excited to get your phones ringing even more!

How To: Create a Scheduled Repeat Business Offer

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If you would like to receive more or fewer email notifications regarding your Signpost account, open your last Signpost notification email and click the "Unsubscribe" link at the bottom. This will open your email preferences, where you can make any adjustments you would like.

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Start the QuickBooks Desktop application on your computer and open your Company.

Go to the Integrations page in the Merchant Center and click the Connect button under QuickBooks. follow these steps to manually complete the installation

Click the Select button on the right under QuickBooks Desktop.

Click the link to download and run the installer.

When prompted by the installer, click the Copy Password button in the Merchant Center to copy the password. Then paste it into the installer popup, and clickOK.

The installer will now set up the QuickBooks Desktop integration! Several screens will flash by automatically, and when it’s done it will popup a success message with an OK button. After that, you can close QuickBooks Desktop, but be sure to leave your computer switched on and connected to the internet so that Mia can maintain the integration connection!

Troubleshooting note: If you are unable to successfully complete the Quickbooks Desktop integration from your Signpost merchant center, you can .

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To get in touch with our Customer Support Team during our business hours (Monday through Friday from 9am to 6pm Eastern Time), you can email [email protected], call (646) 780-7767, or use the chat feature in the bottom right-hand corner of your dashboard after logging in.

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1. Log in to your Merchant Center and navigate to the "Campaigns" tab, choosing “Drafts” from the drop-down menu

2. Click the down arrow to the right of the campaign you’d like to preview and select “Edit”

3. The software will take you to the first page of the campaign creation flow. Make any edits you wish and click through the purple “Next” buttons in the bottom right-hand corner to make changes to other aspects of your campaign

4. Save your changes:

If you are finished making changes but do not yet want to schedule the campaign to send, click the gray “Save as Draft” button in the bottom right-hand corner of either the "Audience" or "Schedule" tab

If you are ready for the campaign to be scheduled to send, click through the prompts at the bottom through the purple "Finish Campaign" button on the final page

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In accordance with "review gating" policies across major review sites, any contact who leaves Feedback for your business through Signpost will receive a Review Request after three business days.

While it's important to try to get in touch with unhappy contacts to improve their experience, we know you don't always have time to reach out immediately. Additionally, sometime people are just plain difficult to please.

In an effort to improve your account performance, we have added an "Unsubscribe this customer" button in the email notification you receive with non-positive Feedback! Clicking this button will ensure that the contact who left the Feedback will not receive any more marketing messages from your Signpost account.

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1. Log in to your personal Facebook account and click the drop-down arrow in the top right-hand corner, selecting "Create Page"

2. Click "Get Started" in the "Business or Brand" box

3. Type in your business name, choose the best category for your business, and fill out all of your business information when prompted

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1. Open your file and click "File," choosing"Save As" from the drop-down menu

How To: Upload Contact Lists

2. Choose the name you would like the file to be saved as and the place on your computer you would like to save it, then change the File Format option to "Comma Separated Values (.csv)" from the drop-down menu. (Your view might appear different if you do not use a Mac)

3. Click "Save"

4. Upload the list into your Signpost Merchant Center

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Once you have filtered a list of contacts you would like to perform an action on:

1. Click the checkmark next to "Subscribed" in the menu bar to select all filtered contacts. (If the filtered contacts fill up more than one page, click "Select all [###] contacts" in the gray box that appears above). If you would only like to perform an action on a few contacts, click the checkbox next to only those you wish to perform an action on.

2. Click the gray Actions button that appears next to the Search bar

3. Choose which action you would like to take on the filtered contacts:

Select "Mark Selected As" to mark all filtered contacts as Subscribed or Not Subscribed

Select "Send Campaign to Selected" to send one of your automated email campaigns to all filtered contacts

Select "Add to List" and choose one of your segmented contacts lists to add all filtered contacts to that list

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Email and text campaigns can be sent two ways: automatically or manually. When your Signpost account is activated, Auto-Send is the default setting; however, you can choose to turn this feature off if you wish.

Auto-Send Campaigns

Auto-Send allows Signpost to send messages on behalf of your business automatically. Active campaigns are sent to your eligible contacts in a market-tested sequence to get you the highest open rates and the most outcomes.

When Auto-Send is disabled, the only way for a customer to receive a message through your Signpost account is if you send the message yourself. We recommend that you always keep the Auto-Send option on so that Mia can work in the background for you while you focus on your business.

Manual Sends

A manually sent email is sent immediately when you trigger it. This function can be used to supplement or replace Auto-Send.

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How To: Turn Review Requests On or Off

How To: Turn Referral Requests On or Off

How To: Turn New Customer Offers On or Off

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When you filter your contacts by those who are not subscribed to marketing emails, you may notice that the toggles for some contacts in the "Subscribed" column are a darker gray color than others.

Darker gray toggles indicate that you or another user on your account have designated the contact as "Not Subscribed" so that they will not receive marketing messages. These contacts can be re-subscribed by clicking the toggle to turn it purple.

How To: Unsubscribe or Re-subscribe Contacts

Lighter gray toggles indicate that the contact "Unsubscribed" themself from your marketing messages. These contacts cannot be re-subscribed.

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Getting Started

1. Log in to your Merchant Center and navigate to the "Settings" tab

2. Click "Customization" on the left-hand menu

Change your Email Logo

1. Click "Change" underneath "Company Logo" and choose the image from your computer you would like to use.(The image must be an image file such as a .jpg or .png, not a .pdf. Additionally, the image must be at least 170x170 pixels, and the dimensions cannot exceed a 5:1 ratio.)

2. Once the image has downloaded and appears on the page, click the purple "Save" button

Note:Email logos will always shrink down to the same height visible on this page. The only way to make your logo appear larger is to make it longer horizontally.

Change Your Color Scheme

1. Click the gray down arrow next to the color box for "Link Color" or "Title Color"

2. Pick a color from the selection provided

3. Once the desired colors have been chosen, click the purple "Save" button

Note: If you know the hex color code for a specific color you would like to use, highlight the 6-character hex string in the field next to the # sign and paste yours, then click the purple "Save" button.

Change Your Business Information on Emails

1. Type the Business Name you would like displayed on your offer landing pages/text messages, the Email Signature you would like contacts to see at the end of your emails, or the Sender Email Address you would like contacts to see when your email is in their inbox in the associated field

2. Choose which business contact information you would like visible at the bottom of your email in the "Footer Includes" section by clicking to check or uncheck the available boxes

3. Once all desired changes have been made, click the purple "Save" button

Note: All marketing emails are legally required to include an address. If you opt not to use your business address, Signpost’s New York address will be substituted on all of your outgoing email messages. To remove Signpost's address, you will need to check the "Address" box in the "Footer Includes" section to use your business address instead.

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Note: Enabling this integration will download contacts from ALL of your Mailchimp lists into your Signpost account.

Note: This integration does not support Mailchimp Agency Accounts.

This integration will pull in ONLY the names, email addresses, and phone numbers of your contacts. To initiate the sync and pull in new contacts as they are added to your Mailchimp account:

1. Log in to your Merchant Center and navigate to the "Integrations" tab

2. Click the purple "Connect" button in the Mailchimp box

3. Enter your Mailchimp login information and click "Log in"

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1. Log in to your Merchant Center and navigate to the "Contacts” tab

2. Click “Show Filters” next to the search bar

3. Click the gray "Campaigns" drop-down menu that appears and choose "Source"

4. Next to the "Source" button, click the purple words in the sentence to activate their drop-down menus and build the sentence "Show me contacts who have joined my list from a referral"

5. Click the purple “Filter” button

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1. Log in to your Merchant Center and navigate to the "Text Inbox" tab

blog post

2.Type the message you would like to send in the “Your Message” box.(Be sure to sign off with your business name; this will identify your business to contacts who have not saved your phone number. Ex: 20\% off today only! -Signpost) Check out ourfor ideas about creative text campaigns

3. Once you are satisfied with your message, click the purple "Send Message button. Your text will be sent to all of your current Textsubscribers

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Creating an offer can be overwhelming, especially if you don’t know where to start or are unfamiliar with the setup format. Here are a few tips to help you get started and make the most successful offers:

Use simple redemption instructions. Make sure your offer is straightforward without too many redemption instructions, as customers are less likely to put a lot of effort into redeeming something.

Only list one deal per campaign. Don't try to squeeze multiple deals or discounts into one offer, as this typically leads to lower redemption rates.

Appeal to the correct audience. For example, your New Customer Offer should be broad to appeal to potential clients who are looking for all types of products or services (ex: “10\% Off Your First Service!” instead of “10\% Off Wood Flooring.”) More specific offers can be good for your general client list, though, especially if you are looking to promote a particular service or product.

Customize your “Call to Action” button. The “Claim this Offer” button is your default to determine which customers are interested in using your offer. If you have a purchase page or appointment scheduler, however, you can customize your Call to Action button with new wording and a link (Ex: “Click Here to Purchase!”) to eliminate an extra step and lead customers directly to the source.

Place information with care. Make sure the “Offer Title” is short and to the point (Ex: “Buy One, Get One FREE Socks!") and that all additional, pertinent information regarding who/what/when/where/why/how is included in the Body Text section or the Fine Print section.

Optimize for Text Campaigns. The Offer Title is the only part of the offer visible in text campaigns, so it should be very clear about what you're offering.

Include an image.Adding an image to your campaign can lead to higher engagement from customers. Use a high-quality photograph of previous work you have performed, or check out websites such as Pexels, Pixabay, and Unsplash to find no cost, royalty-free images you can use in marketing messages.

Schedule offers for days that make sense.We suggest Tuesdays as the best day to send out campaigns with Thursdays as a close second. Weekend emails tend to have lower open rates.

Read our blog post for creative ideas and tips for setting up offers.

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1. Log into your Merchant Center and navigate to the "Contacts" tab

How To: Upload Contact Lists

2. Click the gray "Manage Lists" drop-down menu in the top right-hand corner and select "Create a New List"

3. Type in your desired list name and click "Create a List"

To add contacts to your list one by one, follow the instructions in this article:

How To: Add a Contact to a Segmented Contact List

To add a large group of contacts to your new list, pull all respective contacts into a spreadsheet and upload the new file by following the instructions in the article below. (Make sure to choose the new list's name from the drop-down menu on the Final Confirmation page):

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1. Log in to your Merchant Center and navigate to the “Campaigns” tab, choosing “New Customer” from the drop-down menu

2. Click the purple “Send Me A Preview” button on the right-hand side

3. Click the check box next to the type of campaign you would like to receive (Email or Text) and type in the email address or phone number you would like the preview sent to

4. Click the purple “Send Now” button

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We have made some changes in the Merchant Center to make it easier to determine when customers leave you Feedback as opposed to when they post Reviews!

If you’ve signed in to your account or received a Feedback Notification, you may have noticed that your customers’ feedback is now represented by emojis. In the new Feedback Scale, the smiling emojis represent positive feedback and the frowning emojis represent negative feedback. We’ve deployed the emoji scale for Feedback to distinguish it more clearly from your Reviews, which keep the traditional 5-star scale.

Why can’t all my Feedback be added to my Testimonials Page?

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Overview: Feedback Requests

View Your Customer Feedback

How to: Remove Feedback from Your Testimonials Page

Where can my customer change the Feedback rating they left me?

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QuickBooks Online

1. Log in to your QuickBooks Online account and click "Reports" on the left panel

2. Type "Customer Contact List" in the search box

3. Click the "Customize" button in the upper right-hand corner

4. Under Rows/Columns, click the "Change Columns" link

5. Check the "Customer" and "Email" boxes

6. Click "Run Report"

7. Click the "Export" icon next to the print icon

8.Depending on your browser, you might be asked to save the file. Remember what folder the file is saved in to easily access it

9. Open the file on your computer and convert it to a .csv

How To: Convert Your Contact List into .csv Format

10. Upload the list into your Signpost Merchant Center

How To: Upload Contact Lists

QuickBooks Desktop (from the Customers page)

1. Open QuickBooks Desktop and select "Sales" from the left-hand menu, then "Customers"

2. Click the "Export" icon next to the Print icon and select "Create a comma separated values (.csv) file"

3. Depending on your browser, you might be asked to save the file. Remember what folder the file is saved in to easily access it

4. Upload the list into your Signpost Merchant Center

How To: Upload Contact Lists

QuickBooks Desktop (from the Reports page)

1. Open QuickBooks Desktop and select "Reports" from the left menu

2. Navigate to the "Sales and Customers" section

3. Select "Customer Contact List." (To customize the report, click the three vertical dots, select "Customize", make any applicable changes, and click "Run Report")

4. Click the "Export" icon next to the Print icon and select "Create a comma separated values (.csv) file"

5.Depending on your browser, you might be asked to save the file. Remember what folder the file is saved in to easily access it

6. Upload the list into your Signpost Merchant Center

How To: Upload Contact Lists

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Due to text marketing proof of consent laws, phone numbers cannot be automatically opted in to your text message marketing list. There are, however, several ways to grow your list of opted-in phone numbers:

1. Set upInteractive Voice Response (IVR) to prompt callers to join your text program. This ensures that everyone who calls your business will be asked to opt in to receive special offers.

Overview: Interactive Voice Response (IVR)

2. Encourage customers you interact with to text "Start" to your forwarding phone number to join. If you are excited about your text program,your customers will be excited too!

3. Place a sign near your checkout counter or post directions on your website and social media. (Ex: Text START to 555-555-5555 to begin receiving exclusive offers!)

[email protected]

For a PDF file with your forwarding number like the one above, email .

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Manually adding contacts is easy and encouraged. Adding a few new contacts each week can have a big impact on the results of your automated marketing. To add individual contacts:

1. Log in to your account and navigate to the "Contacts" tab

2. Click "Add Contact" in the upper right-hand corner

3. Fill in the new contact's information in the provided fields

4. Click the purple "Add Contact" button to complete

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Importance of Reviews

Online reviews are important for every business. With Signpost's automated review logic, your customers are targeted at the right time in the easiest way possible. Best of all, Mia automatically drives customers to leave reviews on the site that will make the biggest impact on your business.

The Review Process

If you have Feedback Requests enabled, Mia will follow up with anyone who has left Feedback after three business days with a request to post a review. If you do not have Feedback Requests enabled, Mia will automatically send new contacts a Review Request.

Mia’s logic works on the three major review sites: Yelp, Google, and Facebook. You can choose which of these sites is more important by designating one or two of them as “High Priority,” which will lead Mia to focus more effort on those sites.

Signpost also allows you to choose one niche review site to drive Signpost-generated review leads to.Although we can’t automatically pull ratings and reviews from these niche review sites, if you choose to add one, Mia will continuously drive reviews for it. Our available niche review sites include Angie's List, HomeAdvisor, BBB, SpaFinder, and many more.

Once a review is posted by a customer clickthrough, Mia willconfirm that the review was driven by her and send you an email notification. She'll also provide a link to the review for you.

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How To: Turn Review Requests On or Off

How To: Send Yourself a Preview of a Review Request

How To: Prioritize Your Review Sites

Check Your Account Activity & Outcomes

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1. Log in to your Merchant Center and navigate to the "Campaigns" tab, choosing "Feedback" from the drop-down menu

2. Click the three dots next to the purple "Send Me A Preview" button and choose "Manage Auto-Send Settings" from the drop-down menu

3. Click the toggles to change your settings for both Email and Text campaignspurple means the campaigns are turned On, and gray means the campaigns are turned Off

4. When have finished toggling your campaigns on or off, click the purple "Save Settings" button

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