Overview

This guide will walk you through how to manage reviews and interact with your customers.

Here are the following items indicated in this guide: 

  • Moderation Tabs
  • Searching & Filtering
  • Review Details
  • Responding to Reviews
  • Tagging
  • Flag a Review
  • Bulk Actions

Moderation Tabs

When you first enter the Company 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. Flagged - This contains all reviews that have been reported to TrustSpot.
c. Pending Requests - This contains all emails waiting to send to your customers, in order to ask for a review. 

Next to the tab name is a # in parenthesis, which is the number of entries in each tab. 

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Searching & Filtering

Within the Published Tab, you will have the ability to easily search and filter content. 

You can search by the following terms:

  • Customer Name
  • Email Address 
  • Order #
  • Tags
  • Review Text

You can filter by the following options:

  • Star Rating (1-5) 
  • Date Range
  • Review Response
  • Recommendation Score
  • Review Source
  • Photos
  • Tags

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. 

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Review Details

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:

  • Review Content
  • Customer Content

For the Review Content area on the left, you will notice a few items:

  • Customer Name
  • Star Rating
  • Review Text 
  • Photos (if available)
  • Interaction Buttons

For the Customer Content area on the right, you will notice a few items as well: 

  • Date
  • Location (if available)
  • Order #
  • Recommendation Score
  • Review Source

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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:

  • Public
  • Private

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

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Tagging

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
  • Click Save

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. 

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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:

  • Spam
  • Inappropriate
  • Irrelevant
  • Test Review

To flag a review:

  • Click Actions > Flag

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Bulk Actions

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:

  • Flag
  • 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. 

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Have a question or need support responding to a review? 

Please contact our support team from here.

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