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
Share to Social Media
Tagging
Report 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b. Unpublished - This contains all reviews awaiting your moderation.
c. Reported - 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
e. Moderation Settings - Automation options for reviews can be found within this tab
Next to the tab name is a # in parenthesis, which is the number of entries in each tab.
Moderation Settings
Automation options can be found within the Moderation Settings tab including:
Profanity Filter
Convert Customer Name to First Initial
Auto Publishing - The default setting is publish 3+ star reviews
Flagged Keywords - Words added here will "flag" a review containing the word and do not need to be an exact match. For example, the keyword "test" will flag a review that contains "testing"
Searching & Filtering
Within the Published and Unpublished Tabs, you will have the ability to easily search and filter content.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", which also wrote you a 5-star review and have photos.
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 two 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
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 customers 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.
Share to Social Media
Reviews that do not contain visual content can be shared on social media using the "share" button located under each review. More information about sharing reviews on social media can be found here.
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", then all reviews with that tag will be displayed in search results.
Reporting a Review
In some circumstances, it may be necessary to report a review to TrustSpot. When a review is reported, the following process occurs:
Review is moved into the "Reported" 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 reported, it will remain reported. However, if the team has questions, we will follow up within 5 business days.
The following reasons are supported in TrustSpot:
Spam
Inappropriate
Irrelevant
Test Review
To report a review select the red "report" button located under each review and select the reason and add your comments in the free text field.
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:
Report
Hide Last Name
Hide Full Name
To use a bulk action you simply need to have at least 1 review checked on the left. Then 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 via our live chat or at support@trustspot.io