Support

Stay updated with announcements, get answers to frequently asked questions, and share your feature suggestions with us.


Need additional support?

Send an email to support@rapidengage.com or call us toll-free at 1-888-602-1480.


Frequently Asked Questions

General Questions (9) Engagement Layer Type: Surveys (19) Reporting (3)
Billing (11) Account Management (3)

General Questions

What are Engagement Layers?

Engagement Layers sits on the bottom of your website where you can ask questions to your website visitors and collect their feedback.

Engagement Layers


How do put an Engagement Layer on my website?

You can add one to your website by clicking the Website Engagement Code link in the footer of your account. You will want to embed the code into your site on every page you would like it to appear on your website.

Engagement Layers


How many Engagement Layers can I create each month?

Every plan we offer lets you create an unlimited amount of Engagement Layers each month!


What is the cost to get started?

We offer a free 14-day trial, with no obligation, so you can try RapidEngage today and see how our Engagement Layers work on your website.


What happens after my 14-day free trial ends?

Once your 14-day free trial ends you will be asked to upgrade to either the Basic Plan or Unlimited Plan.


Can I add video to a survey question?

At this time the answer is no, but maybe some day in the near future you will be able to do so!


Are the surveys I create public?

Yes, because the surveys you create will be displayed on your website using our Engagement Layers. They need to be public in order to collect feedback from website visitors.


How do I embed surveys in a blog post?

From the homepage, click Actions button and then the Share. You'll see code that you can paste into a blog post.

Embed Code


What is a Vanity URL?

Vanity URLs are a personalized URL where all of your surveys reside. You can set your custom Vanity URL within your account on the Settings page. These URLs make it really easy for you to quickly grab a survey URL and share it without needing to sign in to your account.

Engagement Layer Type: Surveys

Why are surveys limited to 10 questions?

Shorter surveys work better when collecting feedback on your website. They actually give you higher participation rates, lower abandonment rates, better sampling of data and users will have less resistance to taking them.


How should I name my survey?

A good name depicts what you are trying to accomplish with your survey. For example, if you are creating a customer feedback survey to display on your homepage using an Engagement Layer, you may want to name your survey "Customer Feedback Survey for Homepage".


What description should I give my survey?

The survey description is optional used to help you remember why you are creating the survey. Feel free to add notes here or whatever helps you!


What are survey rules?

It allows you to choose how many times you would like a person to take your survey.

Survey Options


How do I add images to my survey?

Click the Add Image button as you build your survey question. After clicking that button you can choose an image from your computer to upload and crop to make it fit perfectly within your survey.

Add Images


What are Question Types?

There are seven question format types to choose from. They include the following:

  1. Multiple Choice: Question with up to five multiple choice options.
  2. Dropdown Menu: Question with an image that supports up to five multiple choice options.
  3. Star Rating: Question with an image and respondent can choose a 1-5 Star rating.
  4. Vote: Question with an image and respondent votes Thumbs Up or Thumbs Down.
  5. Comparison: Question with two separate images representing choices A and B.
  6. Emoticon: Question with an image to gauge a persons happiness, satisfaction or dissatisfaction.
  7. Comment Box: Question with a text field to ask a question that requires a written response.

Question Types


What is the difference between the Multiple Choice and Dropdown Menu question types?

The Multiple Choice question allows for five answer options whereas the Dropdown Menu question allows for seven questions and an image.


What is an example of a Comment Box question?

How could we improve your overall experience?

Survey Question Type: Comment Box


What is an example of a Multiple Choice question?

How likely would you be to recommend our product?

  1. Very Likely
  2. Somewhat Likely
  3. Likely
  4. Not Likely
  5. Very Unlikely

Survey Question Type: Multiple Choice


What is an example of a Ratings Scale question?

How likely are you to recommend our company to someone you know?

Survey Question Type: Ratings Scale


What is an example of a Dropdown Menu question?

How likely would you be to recommend our product?

  1. Very Likely
  2. Somewhat Likely
  3. Likely
  4. Not Likely
  5. Very Unlikely

Survey Question Type: Dropdown Menu


What is an example of a Star Rating question?

How would your rate your experience with our phone support technician?

Survey Question Type: Star Rating


What is an example of a Vote question?

Vote Up or Down on the ease of use of the product.

Survey Question Type: Vote


What is an example of a Comparison question?

Which do you prefer?

Survey Question Type: Comparison


What is an example of an Emoticon question?

How did our service make you feel?

Survey Question Type: Emoticon


Why are my answers not being recorded when I take my own surveys?

You can take your own survey, though your answers will not be recorded to prevent skewing the data. If you want your answers to be recorded when you take your surveys make sure you are signed out of your RapidEngage account.


How do I change the order of my survey questions?

You can easily change the order of your survey questions by dragging and dropping them. Click on the question in the build section of your survey and drag and drop it to where you desire. This will instantly change the order of the survey questions.

Reorder Queestions


How do I delete a survey question?

To delete a question while you are in the build or edit stage: Simply click on the question in the left hand column. Once the question is selected a small X will display on the right of the column. Mouse over the X and click it. this will delete your question.

Delete Question


Can I edit my images once I upload them??

Yes you can! We give you the ability to crop and save your images after you upload them.

Reporting

Are the results real-time?

Yes, as results are collected they are displayed in real-time when you refresh your browser.


How many times can one person take my survey?

It entirely depends on the survey rules you have chosen when you are creating your survey.


What are most/least common result sets?

Insights give you a quick look into the data you've collected. Insights are extrapolations of data that we have identified as being the most and least common patterns in your survey responses.

We will show you the count of respondents and the answer path they took of the most and least common answers. You can also expand each section to view and/or export the list of those respondents.

Insights


Billing

What pricing plans do you offer?

We offer three straightforward pricing plans including Basic, Unlimited and Enterprise.

Pricing


How do I upgrade to a paid plan?

The easiest way to upgrade from your existing plan is to visit the pricing page page or by clicking the Upgrade button in your account. Once on the Pricing page you need to choose the plan you want to sign up for and complete the checkout process.


Which is the best plan to choose?

Plans are structured based on the number of responses you plan to collect each month. Plans range from $29/mo to $79/mo (Billed Annually). Our Basic Plan is great for bloggers and smaller websites whereas the Unlimited Plan is popular for those with high-traffic websites.


What happens if I upgrade plans during the middle of the month?

When you upgrade plans during the middle of the month we prorate your account from one plan to the next. For example, if you were on the Basic Plan and upgraded your account to the Unlimited Plan during the middle of the month we would charge your account for the remaining days of the year at the daily rate of the new plan.


How do Monthly Plan Limits work?

Our Unlimited Plan lets you collect as many responses as you like each month. There are no limits! The Basic Plan lets you collect 5,000 responses per month. When you reach your Monthly Plan Limits you will be asked to upgrade or you will have to wait until your next billing cycle to continue collecting responses.


What is a survey response?

A survey response is when a respondent answers a single question in your survey.


How do I use a coupon code to get a discount?

Coupon codes can be entered on the check out page after selecting a paid plan.


How do I update my credit card information?

You can update your credit card information by clicking the Update Card button from within the Billing section of your account.


How do I cancel my account?

Go to the Billing section within your account and click the "Cancel my account" link. When you do this, your account will be closed. And all of your data will not be able to be accessed anymore.

Cancel Account


What happens to my credit card information after I cancel my account?

As soon as you cancel your account, we delete all of your credit card information on file in addition to all of your surveys and data that you have collected.


Do you offer refunds when I cancel my subscription?

No, the portion of your unused credit will expire at the end of the billing cycle.

Account Management

How do I change my password?

You can change your password by going to settings while signed into your account. Enter your new password twice and click the change password button. Please note passwords must be a minimum of six characters or more.

Change Password


How do I change my email or notifications?

Go to the account section and click on Email. Choose the emails you wish to receive. As you check each box it automatically updates your desired preferences.

Email Notifications


How do I update my email address?

You can update your email address by signing into your account and clicking on the Account section at the top of the screen. From there you will see a section on the left titled, Email Preferences where you can update your email address.

Update Email