This guide will walk you through how to manage reviews and interact with your customers.
Here are the following items indicated in this guide:
Searching & Filtering
Responding to Reviews
Flag a Review
When you first enter the Product Reviews Moderation page, you are greeted with several tabs at the top of the screen. Each tab contains different types of content.
a. Published - This contains all of the reviews that are live.
b. Unpublished - This contains all reviews awaiting your moderation.
c. Flagged - This contains all reviews that have been reported to TrustSpot.
d. Review Requests - This contains all review requests that are either pending or have been previously sent
Next to the tab name is a # in parenthesis, which is the number of entries in each tab.
Searching & Filtering
Within the Published Tab, you will have the ability to easily search and filter content.
You can search by the following terms:
You can filter by the following options:
Star Rating (1-5)
Custom Answers (via Custom Review Forms)
Our system also allows for multiple items to be selected at once, making it easier for complex searches. For example, you can search for all reviews using the word "great colors", that also wrote you a 5 star review and have photos.
When new reviews come into your account they will always be shown at the top since our page is sorted by newest date first.
The review page has 2 types of content areas:
For the Review Content area on the left, you will notice a few items:
Product Name (links to the product)
Photos (if available)
For the Customer Content area on the right, you will notice a few items as well:
Location (if available)
Responding to Reviews
When a customer writes a review for your business (good or bad) it's always nice to follow up with a personalized message. Responding benefits the customer, because it shows them you care, and appreciate them for utilizing your company. It also benefits prospective buyers on your site, because it shows your great customer service in action.
We support two types of responses:
The difference is, Public responses are shown on your website & emailed to the customer, while Private responses are only emailed to the customer.
One additional benefit, is the ability for customer's to change their review content after you've responded to them. In the above image, the customer was upset and a response was sent to her. When the customer receives your response, they will have the ability to update their review stars & review content.
Be sure to check out our in-depth guide on Responding to Customers.
This feature is to assist you in moving reviews from one product to another, in the event that the customer accidentally posts a review under the wrong product.
Example: Customer buys 5 pairs of shoes, and writes "These are great for the beach", on a pair of Snow Boots. You can use the Switch Product feature to move this review from the Snow Boots onto the pair of Sandals.
To switch a product:
Click Actions > Switch Product
Type in the name of the product
Select the product > Click Switch
The review is now moved to that specific product.
The Review Widget on your product page, will be updated within 1 hour.
Our tagging feature is a great way to let customer service teams keep track of reviews. For example, let's say you would like to notify other team members that a review needs a response.
To do this you would click on:
Actions > Add Tag
Type in the name of the tag "ex: needs review" or select an existing tag
In this example, the above review was tagged with "Needs Review". Now if another user searches for the tag "Needs Review", than all reviews with that tag will be displayed in search results.
Flagging a Review
In some circumstances it may be necessary to report a review to TrustSpot. When a review is flagged, the following process occurs:
Review is moved into the "Flagged" Tab in the moderation area
Review is hidden from your site
Our Moderation Team begins to review the issue
If the review does indeed meet the requirements for being flagged, it will remain flagged. However, if the team has questions, we will follow up within 24 hours.
The following reasons are supported in TrustSpot:
To flag a review:
Click Actions > Flag
If you need to perform the same action on many reviews at once, our bulk actions will save you considerable time. We currently support the following bulk actions:
Publish as Company Review
Hide Last Name
Hide Full Name
To use a bulk action you simply need to have at least 1 review checked on the left. Than click on "Actions" at the top and select the action. Once you confirm the action, all reviews will be updated instantly.
Have a question or need support responding to a review?
Please contact our support team from here.