The Service Reviews page allows you to manage your business's reviews, contact and engage with reviewers, and share your reviews on social media. Go be seen!
If no one's reviewed your business yet, your service reviews page displays information about how to start inviting your customers. You'll also see what reviews will look like once you start getting them.
Reviews come from a lot of different places. Here's a list of the different ways that you can collect them:
|Automatic invitation||An invitation that was automatically sent by the integration you've set up between your eCommerce system and Trustpilot. This is the most efficient way to collect reviews.|
|Manual invitation||An invitation that Trustpilot sends after you've uploaded a .csv file that contains your existing customers' contact details.|
|Organic||A review that a customer wrote without an invitation.|
|Generated link||An invitation link you've generated and sent in email messages to past customers.|
|Basic invitation||An invitation that contains a generic link to your company's evaluation form on Trustpilot.|
|Embedded review form||A review that comes from the review form on your website.|
Want to find out more about who left a review? Or contact someone about a review they left? Find certain types of information about reviewers on the Service Reviews page.
Reviewer profile – Click on the reviewer’s name to see information about their country, language, or photo, for example. The reviewer's email address won't appear if the review is organic.
Reference number – The reference number identifies your customers and their transactions. Our system adds the reference number automatically if it's supplied with the invitation. There might not be a reference number if the reviewer gave you an organic review.
Find Reviewer – If you receive a review from a reviewer that you don't recognize, use the Find reviewer feature to contact the reviewer directly.
- Select the Find reviewer button and follow the instructions in the dialog.
Manage your reviews
Now that you've collected lots of great reviews, it's time to start managing them. Respond to feedback, share reviews, organize them with tags, and, if there are any issues, report them to our Compliance team.
Share – Be seen. Share your reviews on Facebook, Twitter, Google+ and LinkedIn.
- Select the Share icon, then select your target social media platform from the drop-down list.
Reply – It's a great idea to respond to your reviews. It demonstrates that you're committed to your customers, and shows that you value all feedback - positive and negative. Providing a thoughtful, constructive response to a negative review can turn a negative customer experience into a positive one.
- Select the Reply button. Write your response, and then select the Publish button. The reviewer will receive a notification that you've responded, and your response will be visible under the review.
Report – If you believe that a review contravenes our Guidelines, you can report the review to our Compliance team.
- Select the Report button, then select Continue. In the new dialog, select the reasons for reporting the review.
Tag – Add a tag to reviews to make sure they're included in a TrustBox or other applications. This helps your best reviews reach a wider audience.
- Select the Add tag button. In the text box, enter the tag name.
Filter reviews – To drill down into specific groups of reviews, apply a filter to your reviews. Sort the reviews by star rating, date, if they've been reported, if you have replied, and by their source or tag. You can also use the search field to find reviews by user name, reference number, or email.
Export reviews – Use Export reviews to save a local copy of your reviews.
- Select the Export reviews tab. On the Export your reviews page, select a date range, then select the Generate .csv file button.
If you stay on the page while the file is being generated, it will download automatically once it's ready.
Note: You may need to upgrade your plan to access some of these features