5. Manage your reviews

    Stay in sync with your customer sentiments and supercharge your analytics strategy through effective review management. You can engage with your audience in real-time with review notifications and gain deeper insights from those reviews with our tagging feature.

    Enable review notifications

    1. In Trustpilot Business, go to Settings > Personal settings >Email notifications.
    2. Select the checkboxes next to the types of reviews you want to receive email notifications about.
    3. Click Save changes. A confirmation message will appear.

    Reply to reviews

    1. In Trustpilot Business, go to Manage reviews. Select the type of review you want to reply to: Service reviews or Product reviews. Go to the Inbox of the review type.
    2. Find the review you want to respond to. If you're replying to a service review, you can reply directly below the review. If you're replying to a product review, you'll need to click Reply.
    3. Type your reply into the reply field.
    4. Click Post reply.
    5. If you want to edit your reply, click Edit reply and make your changes. Then click Post updated reply.

    By enabling review notifications and responding thoughtfully to your customers, you've unlocked a powerful tool for enhancing your brand's reputation and credibility. Remember, feedback, both positive and negative, is a valuable source of insight that can drive continuous improvement and lead to long-term success.

    If for any reason you think a review breaks our rules, then you can flag it. Be sure to familiarize yourself with the 5 flagging reasons and learn how to flag service reviews here.

    Tag your reviews

    Add and manage tags

    Once you decide what tags you want to use, you can start adding them and applying them to your reviews. Here’s how to get started:

    1. In Trustpilot Business, go to Settings > Public profile settings > Tags.
    2. Enter your tag into the field. Click Add tag.

    You’ll see a list of all your tags, along with the number of reviews that have been tagged with each individual tag. In order to use the tag in reviews, make sure the tag’s status is set to Enabled. If you want to deactivate a tag, simply use the toggle to Disable it.

    Only Admin Users are able to access this feature.

    Manually add tags to reviews

    Now that you’ve chosen your tags, you can begin adding them to your service reviews.

    1. In Trustpilot Business, go to Manage reviews > Service reviews > Inbox.
    2. Find the review you’d like to tag. Click +Add tag.
    3. A text box will appear. Enter your tag name. Click Add.

    Filter reviews by tag

    1. In Trustpilot Business, go to Manage reviews > Service reviews > Inbox.
    2. On the toolbar, click More filters.
    3. You'll see a search bar for tags. Select the tag you want to filter by, then click Apply.

    You'll now see all the reviews that have been tagged with the tag. To remove the filter, click Clear all on the toolbar.

    Analyze reviews by tag

    You can compare your tags directly in your Service reviews analytics dashboard to gain insights or you can export the data to analyze it in your business intelligence tool. Here's how:

    1. In Trustpilot Business, go to Analytics > Performance > Service reviews.
    2. You'll see a drop-down for tags. Select the tag you want to filter by, then click Apply.

    The Tags table shows your average star rating, review volume, and customer satisfaction score for each available tag in the chosen period. Compare your tags directly in the dashboard or export your reviews by clicking Export in the upper right-hand corner.

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