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Tagging and pre-tagging service reviews

With Trustpilot’s tagging feature, you can categorize or tag reviews, according to your terms. Once reviews are tagged, you can easily analyze your performance by segment, and monitor the main themes of service reviews.

You can also display tagged reviews in Targeted TrustBoxes. The idea is, rather than showing all your reviews in a TrustBox, you can select the most relevant reviews for the customer’s journey. For example, to increase conversion, you can place a TrustBox on your checkout page targeted with reviews about your company’s delivery service.

For more review tagging inspiration, read this blog on the 5 steps to maximize your review ROI or get more details on how to create targeted TrustBoxes.

How Does Tagging Work in General?

Choose terms or tags according to different segments, e.g. locations, product lines, company divisions, etc., and add these tags to reviews that match your criteria. Note that reviews can have multiple tags, so a review mentioning e.g. a product line and a company division would fit into two segments.

Tags Are Not Private

Your tags are only displayed in the private API, and they are not visible on your company’s profile page on Trustpilot. However, be aware that tags are still considered public data because it’s possible to filter reviews by tag through our public API (if someone knows what to filter for).

So how do you keep your tags as private as possible? - Make tags hard to guess.

Your Company Can Take Precautions by Following These Tagging Tips:

  • Write tags in a way that internal employees understand, but external people don’t.
  • Use internal coding systems to encrypt tags, e.g. mobileunitA rather than iPhone 6.

How Do I Tag Reviews Manually?

Reviews can be tagged manually on the Service Reviews page in our Business Portal.

Follow These Steps:

  1. Select the review you’d like to tag.
  2. Click Add tag.
  3. A text box will appear.
  4. Enter your tag name/term.
  5. After clicking Ok, you’ll see that the tag has been added to the review.

How Can I Filter My Reviews by Tag?

There are two ways to filter your reviews by tag. You can use our API (with help from a developer), or you can use the filtering option on the Service Reviews page.

Here’s How Filtering Works on the Service Reviews Page:

  1. Choose More filters.
  2. Then Select tag under Tags.

Now you should see all reviews associated with the tag you’ve selected.

You can always remove the filter(s) again by clicking on Clear all filters.

How Do I Pre-Tag Reviews Automatically?

Review tagging can be automated by specifying the tags you want to apply to a review before the review is submitted by the customer.

For example, if you’re collecting reviews for different office locations, you can specify tags for each office before you send out the invitations. So for all invitations associated with e.g. your London office, you can tag them with the term London. When your customers in London publish their reviews, the London tag will be automatically attached to them, and you’ll be able to segment and analyze the reviews as they roll in.

Instructions

If you want to pre-tag reviews before inviting customers, you can add a tag parameter during the invitation set-up phase. For details, ask your developer to read our Invitation API documentation. Please note that at the moment, it’s not possible to pre-tag reviews from invitations created by, our invitation apps, or manual invitations. However, you can pre-tag reviews from invitations created by our AFS system by using the Structured Data Snippet.

Reach out to our Support Team if you have any questions about our tagging feature.

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