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Hearme Data structure

Hearme's solution has a flexible structure that can meet diverse usage needs, scales, and business structures.

For small-scale businesses or organizations, individuals can use a personal account where one person is responsible for all roles in the system.

For large-scale businesses or organizations with the need for permission and hierarchical data, a role-based model can be applied.

Organizing data

Administration System

Administrators can manage the entire system's operation, including viewing reports, setting up questions through the Hearme app, or logging in through the website https://hearme.vn

Administration page

Administration page

Entire administration can be categorized into the following functional groups:

Survey Configuration Group

This group is related to displaying surveys on the screen for customers to rate quality and services.

Detailed information can be found here

Integration Configuration Group

Detailed information can be found here

Customer Management Group

Detailed information can be found here

Data Analysis and Reporting Group

Detailed information can be found here

Survey Management

Depending on each campaign and survey purpose, businesses can create different survey flows by selecting the appropriate index type and asking relevant questions to understand whether customers are satisfied or dissatisfied and for what reasons.

In this functional group, customers can perform the following operations:

Detailed information can be found here

Device Group Management

To easily manage each department, location, or store, for each survey campaign, businesses can group devices, each group consisting of multiple feedback-sending machines. In a group, devices will run the same survey.

Device Group Management

Group Management

Clicking on the "Group Management" -> "Create" button, a dialog will appear for you to name the device group.

For example, if you have a store in Hoan Kiem, one in Xa Dan, and another in District 1 in Ho Chi Minh City, you can create three groups: Hoan Kiem, Xa Dan, and District 1 to manage these three stores.

Add group

Add group

After naming the group, click "Add New" to create the group. The Description section can be left blank or filled with information to remind about the function of this device group.

menu

Clicking on the ... icon at the end of each device group, you can see the following functions:

To update group information, just click into that group.

Device Management

Each device corresponds to a channel that you will use to collect customer feedback. There are three types of devices:

In the "Device Management" section, you will see a list of devices in the system and the channel types used to collect customer feedback.

Device Management

Device Management

To add a new device, select "Add New," and a dialog will appear.

-Set the device name -> Choose the survey type -> Select a group -> Click "Add New."

Regarding the survey type, you will have:

Add new device

Add new device

Once the device is created, its status is always set to "Newly Created."

Kiosk Survey Channel

Device Management

Device Management

Clicking on the icon (...) at the end of each device, you can access the following functionalities:

Purpose: Generate a new security code for the device to connect Hearme Station to the system. The system will create a device code and security code. You can use this information to connect a device with the Hearme Station app to the system.

Device Code

Device secret code

Web Survey Channel

When you create a device for the web channel, the system generates a webpage (link) for you. Customers can access this webpage to participate in surveys.

Web Survey Channel's functions

Web Survey Channel's functions:

In the menu (...) at the bottom of the device, a menu appears with the following functions:

Survey Link and QR Code

Survey Link and QR Code

You can share this link or QR code on Facebook, websites, or through email to allow your customers to participate in the survey. The process of obtaining the link and QR code is straightforward.

Embed Code

Embed Code

Copy and paste this embed code at the end of the webpage where you want to integrate the survey, just before the </body> tag.

You can add parameters into this survey link. Extra information in these paramters can be devide in two types:

For more information, refer to integration document for online channel

Collection Management

This function is used to manage centralized image resources for various purposes: images in the survey screen, image slides in the waiting screen of the kiosk device, background images, logos, banners.

Collection Management Collection Management

Create a Collection

Choose: Collection Management -> Add New. Add New Collection Add New Collection

Add new collection

Add new collection

Input name of the collection, then Add New. The system will generate an ID for the collection at this point.

Update Posted Images

Click on the created collection to add images. The images uploaded first will be displayed first. You can also change the display order by dragging and dropping the image positions.

Image list

Image list

Once images are uploaded to the collection, you can rename, delete, or change the position of images in the collection by clicking on the image.

Application Modulels

In addition to the survey feature, Hearme integrates a collection feature that allows displaying images or videos on the kiosk screen when there are no customer reviews. Initially, the Hearme app only displays the survey feature.

If a business wants to display additional collections or videos stored on YouTube, they can go to the "Application Modulels" section to configure as desired:

Configure YouTube Video Display

Configure YouTube Video Display

In the "Collection id or YouTube URL" section, enter the ID of the collection you want to display or the YouTube video link, and check the "Show media collection" box.

When you want to turn off this feature, simply uncheck the box and select "Update" to save it.

You can apply the collection feature to all devices, a device group, or specify it for a single device.

After making changes, click "Update" to save the changes.

The collection feature is only displayed on tablets, smartphones. For small-screen devices, only the survey function is displayed.

Assigning a photo collection to a device

Assigning a photo collection to a device

Theme Management

Themes (interface templates) are used to set up how the survey screen is displayed to match the function and scenarios when customer surveys are conducted.

Manage Themes

Manage Themes

A regular survey, when not configured with a theme, will use the default interface set up according to the background and header images in the "System Configuration -> General Configuration" section.

Each theme can be applied to specific surveys.

To add a new interface template, go to the "Theme Management" section -> select "Add New."

Add New/update theme Add New/update theme

After selecting "Add New," a demo screen will appear for you to configure the theme. The configuration includes adding header images and background images.

Configuring the theme involves selecting the theme type, header image, and background image. Before setting up the header and background images, you need to prepare the images and upload them to the "Collection Management" section.

Types of Themes

There are three types of themes used in the hearme system:

This theme is commonly used for e-commerce pages, online stores, and websites. It features a white background without a header image. No additional configuration is needed for this theme.

E-commerce Theme

This theme is used to customize the background and header images of the survey. If a supplement surveys does not have a header image, header image will not be displayed on the survey screen.

Basic Theme

This theme is used when a device is assigned to collect feedback about a specific object - person. For example, a bank evaluates a teller, or a government agency evaluates an officer. Next to the evaluation icons, there will be an image of the personnel being evaluated.

Object Evaluation Theme

Setting Header Image

The header image is the uppermost image on the survey, typically used for placing logos or banners.

Right-click on the header image area and select "Set header image."

Set Header Image

A new window will appear for selecting the header image. Choose from the collection that contains the prepared images.

Choose Header Image

Setting Background Image

The background image is the image that will be displayed behind the survey questions. The size of the background image is designed based on the screen resolution of the kiosk device.

Click on "Set background image," and a new window will appear.

Set Background Image

Choose the collection that contains the uploaded background images.

Choose Background Image

Feedback Object

In use cases such as public administration or banks, each employee at the counter will have a separate evaluation device. Feedback objects help identify for whom that evaluation is intended.

Managing feedback Objects

Clicking "Add new" will open a dialog to create a feedback object. Choose an image and fill in the details of the object.

Add New Object

Click "Add new" to complete adding the object. You can update the information of the object, such as name, department image, and status, by clicking on the corresponding feedback object row.

Note: Feedback objects are only displayed on the CSAT, FLX survey screens (with ratings from 5 and below) when you set the mode to use a theme for each survey type and select an object for the device.

Survey screen with feedback object

Appreciation Messages

You can configure the system so that after customers complete the evaluation, the survey screen will display an apology or a corresponding appreciation message when customers rate the product/service poorly or well.

You can also update additional business appreciation messages by selecting "Add new" in the "Thank words" menu.

Setting up Appreciation Messages:

Appreciation message

Appreciation message

Click "Add new" to create a new appreciation message.

Add New message

Add New message

Select the type of message:

Each language will have its own content, displayed accordingly on the survey screen.

Appreciation Message Content

Appreciation messages are displayed after submitting the review

System Configuration

Language Configuration

The language configuration section is used to set the language on the survey device. Currently, we support 5 different languages on the evaluation screen, including:

Before conducting customer surveys, users can switch languages on the evaluation screen. You can specify the language to be used on the survey device and set the default language.

Change Language During Survey

Change Language During Survey

Note: When you enable both languages, content must be entered for both languages in feature settings such as survey creation, application setup, and appreciation messages.

General Configuration

General Configuration General Configuration

Other Configurations

Customer Management

This section helps you manage customer information. For customers who provide their information while conducting surveys on kiosks or websites, you can "enter customers" to transfer the information to the Customer Management section.

You can also manually update customer lists to send email surveys to those customers. There are two ways to add customer information.

Customer List

Customer Management

Customer Management

In the Customer Management section, you will have the following tasks:

Customer Management Tasks

Customer Management Tasks

Adding a New Customer

Add New

Add New Customer

Uploading Data

*Upload a customer list by selecting "Upload Data." You can download the template file here: Customers.csv

Upload Customer Data

Upload Customer Data

You can also update and modify customer information.

Update Customer Information

Update Customer Information