Hello Customer
Change Log

What's new in the Hello Customer platform?

Release 4.3 - November 4, 2019

Hello Customer Change Log New Feature New features

Analysis & dashboards

  • Dashboards filtered on metadata: The dashboard widgets now have an additional filter where you can select metadata keys and values to create custom dashboards.
  • Filter sets: You can now save the your most-used filters in a filter set, so they are easily available in the filter column.

Hello Customer Platform Improvements Improvements

Touchpoint settings

  • E-mail touchpoints can now be made anonymous for all incoming feedback.
  • 'Manage respondents' now has an extra tab, 'upload history' to keep track of your uploaded files and their status.
  • In 'survey template', it's now possible to set a different logo based on the survey language.
  • In the general touchpoint settings, we renamed the ISAAC toggle 'is partner survey', to an easier to understand 'select your audience'- dropdown menu.

Analysis

  • For every individual piece of feedback you can now the metadata directly in ISAAC or click through to the conversation manager.
  • If you made a suggestion on a prediction, the blue pencil will be greyed out so you know you have already covered this. 

Security

  • A cookie policy and privacy policy link are added to all survey footers. 

Release 4.2.0 - September 27, 2019

hello customer new features New features

Reporting

  • ISAAC insights: The reports now contain ISAAC insights. We added an overview of the most mentioned topics, the top positive/negative categories and the sentiment breakdown for the top categories.
  • Report per metric: If you ask more than one metric in your touchpoint (for example, CSAT and NPS), we're happy to inform you that from now on, both reports will be generated in the platform.

hello customer improvements Improvements

Questions

  • Multiple choice: You can now also add a multiple-choice question in your survey. You can use the multiple-choice question to capture extra data from your respondents that you weren't able to include in the metadata. 

Identity Management

  • Teams: We made it possible to upload and edit your teams via an excel file. This used to be possible for departments and now it is for teams too.  

Release 4.1.0 - August 26, 2019

hello customer new features New features

ISAAC Analysis

  • We made the distinction between sentiments, categories and subcategories  easier to grasp by breaking them down into 3 different graphs. No more confusing pie charts but easy to read graphs and visuals. 
  • A bigger focus on evolution - this graph already existed but used to be tucked away under the category break down. We gave it a more prominent place in the platform so you can effortlessly follow evolutions
  • we added two new graphs displaying the top 10 positive categories and top 10 negative categories across all subcategories within the touchpoint. See what stands out in the blink of an eye

Survey settings

  • You can now survey your customers in all 25 European languages

Release 4.0.0 - July 13, 2019

new features New features

Touchpoint settings

  • Teams: 'Teams' allows you to merge the department structure with the user permission settings and allows to set permissions based on position in the company.

  • Mapping: 'Mapping' allows you to easily connect your team to one or multiple touchpoints.

  • User menu: The 'User Menu' gives you an easy overview of all users in the platform, what team they are part of and what their permissions are.

  • Follower menu: veryone who receives a report, but doesn't have a log-in is a follower. The follower menu includes an overview and allows you to easily remove followers or change their settings.

improvements Improvements

User Experience

  • Centralised navigation: all menus are now located on the left side of the screen.
  • You can find the Event Center ('Events') and Identity Management (Teams, Users, Followers) under touchpoint settings.
  • Touchpoints are used as a filter in the analytics, conversation and settings menu.

Survey Settings: 

  • Coloured scale: in the survey setting you can enable that the metric scale has colours
  • The scale ranges from red (negative score) to green (positive score) by switching the toggle in the settings.

Security:

  • API authentication requires a token created in the touchpoint settings. The token contains the API permissions per touchpoint and the expiry date.

Release 3.2.4 - October 12, 2018

HC-icon-14 New features

Reports

  • An option had been added to toggle sending reports by email (as was the case up until now) rather than viewing them in the platform only
  • Past reports will always be available from the "Reports" section for administrators. If non-admins need to view past reports, this can be added in their Touchpoint Scope Group, from the Access control pages.
  • The Administrator can choose if reports are sent with or without the downloadable Excel export of the data. This can be toggled in the General Settings of your touchpoint.
    • The download-link in the reports will only be available from the email and not at the bottom of the report anymore.
  • The reports and exports can be available from within the app at any time from the "Reports" and "Exports" pages.

HC-icons-23 Improvements

Data security improvements

  • After your feedback about the 72 hours availability of the download links from the emails, we have extended the period up to 1 week. This allows for more flexibility and covers the possible gap with weekends.

 

Release 3.2.3 - September 13, 2018

HC-icons-23 Improvements

Data security improvements

  • Any excel downloads will be limited for download up to 72 hours after request
  • The score notification detail page will only be accessible for 72 hours

Release 3.2.1 - September 5, 2018

HC-icons-23 Improvements

Uploading 

  • Manual uploading for regular users is now possible
  • Automatically match FirstName and LastName when uploading respondents manually

Score evolution

  • Evolution of NPS/CSAT/CES now shows amount of respondents per interval

Questions

  • Removed "Question 1" title when only using the standard question

ISAAC

  • Various ISAAC improvements to enhance accuracy

HC-icon-14 New features

Ask Anywhere Touchpoint

  • The platform now adds new departments when included with feedback for Ask Anywhere touchpoints.

Conversation Manager 

  • Notes and replies are now included in the same conversations thread.

HC-icon-12 Bug fixes

Custom Dashboards

  • Resolved the error messages when loading custom dashboards

Release 3.2.0 - June 22, 2018

HC-icons-23 Improvements

New Notification E-mail

  • We removed personal data from our notification emails.

Add Default Dashboard Button

  • When using the Custom Dashboard (Analysis Pro module only), you can now create your first dashboard with one click! This way you can quickly set off with a default set of widgets and configure your dashboard later.

New Feedback Engine

  • Our new feedback engine is up to six times more performant. This means mails can be processed and sent quicker and bigger batches can be processed as well. 

Automatic Creation of New Departments

  • New departments are created automatically and no longer require manual creation.

Collapse All Real-Time Department Ranking 

  • From now on it's possible to collapse all real-time department rankings at once (Analysis Pro Module).

Renaming of Files on FTP Server

  • Every time you upload a file via FTP server, the filename will automatically receive a .hcx renaming to show it has been processed by the server.

 

HC-icon-14 New features

Multi Touchpoint Quarantine Period 

  • Possibility to create "Quarantine Groups". In this group touchpoints can be bundled to make sure if a respondent is put in quarantine in a number of touchpoints all at once (Engine Pro module only).

Release 3.1.7 - April 5, 2018

HC-icon-14 New features

Custom Dashboards

  • New to the analysis pro module. Create and share custom dashboards with all the right widgets for you or your colleagues. 

Questions Wizard

  • When creating a new touchpoint, we implemented an easy to use wizard to choose the right metric (NPS, CSAT or CES). 

Open Question

  • An additional open question to ask for specific open feedback.

Spanish

  • Spanish can be added to your touchpoints to survey Spanish speaking customers or stakeholders. 

HC-icons-23 Improvements

Ask Anywhere for Public Surveys

  • We implemented a "0 days quarantine period" and a redirect function for the Ask Anywhere touchpoints so they can be used on devices in public spaces.

Extra Text Option for Emails and Survey Pages

  • Thank you-message in HTML
  • Email footer text in HTML
  • Optional text when survey is completed

 

HC-icon-12 Bug fixes

Unsubscribe bug in preview

  • We fixed a bug which didn't show the unsubscribe page when clicking the unsubscribe button in the test email.

 

Release 3.1.6 - February 20, 2018

HC-icon-14 New features

Launch ISAAC V2

  • We are very proud to finally launch our new version of ISAAC! Even more accurate and including the possibility to read the feedback behind each category.

Export real-time department ranking

  • You can now export the data from the realtime department ranking for the chosen period. 

Remove reset password as an admin (GDPR)

  • We removed the option to reset a password of a user by an admin. From now on, users can only reset their own password from the login screen (forgot your password link).

HC-icons-23 Improvements

Lazy Loading

  • We reconfigured how the platform loads by splitting it up into parts, for faster loading.

Score labels on Mobile

  • We reconfigured how the platform loads by splitting it up into parts, for faster loading.

 

HC-icon-12 Bug fixes

IE11 bug fix

  • We fixed some IE11 bugs in the HTML emails. 
If there is something that doesn't feel right or you have a nice suggestion for the app, contact us at support@hellocustomer.com