What is the company profile?

The company profile is a website provided by Trusted Shops. All service reviews that your company has collected with Trusted Shops are publicly displayed on this website. This makes the company profile an important source of information for your customers. Your customers can access your company profile in three ways:

• via the Trustbadge® integrated into your website
• via the company search on the Trusted Shops website
• via search engines such as Google when someone searches for reviews about your company

What types of company profiles are there?

There are two types of company profiles:

• Company profiles for Trusted Shops members
• Company profiles for companies that are not yet a Trusted Shops member

Company profiles for Trusted Shops members

Every website registered with Trusted Shops has a company profile on which customers can share their experiences.

Are you a Trusted Shops member? Perfect. Then a company profile has already been set up for your website. Simply log in to your eTrusted Control Centre and interact with your customers.

Company profiles for companies that are not yet a Trusted Shops member

In addition to the profiles of Trusted Shops members, there are many other company profiles. On these company profiles that have not yet been claimed, customers can review selected companies that are not yet members of Trusted Shops and find out about their service.

Are you the operator of a website with a company profile that has not yet been claimed? Then you can claim this profile to interact with your customers.

How is the company profile structured?

The company profile offers your customers a variety of information that strengthens trust in your offer and provides support for interested customers as they make their purchase decision. To organise this information and provide visitors to the profile with a clear overview, the company profile is divided into up to five sections.

The header

The header, which can be found at the top of your company profile, summarises the most important information about your company. In addition to your logo and the name of your company, customers can also find out how many reviews your company has already collected and what overall rating it has achieved.

In addition, there may be a tick after the company name. This informs your customers about the status of the profile. There are three different statuses:

• A golden tick indicates that the reviewed company is a Trusted Shops member. The company actively invites its customers to write reviews and can respond to reviews.
• A blue tick indicates that this is a company profile claimed by the reviewed company. The company can therefore respond to reviews but is not a Trusted Shops member.
• If no tick is displayed, this is a company profile that has not yet been claimed by the reviewed company. Therefore, the company cannot respond to reviews.

In addition, customers can move the cursor over the overall rating. An overview then appears showing how the reviews are distributed among the different ratings.

The reviews

Below the header, the company profile is divided into two columns. The larger column on the left focuses on the collected ratings.

First, the most relevant positive and the most relevant negative review are displayed.

The decision as to which reviews are displayed here is made based on objective criteria:

• Review date: Current reviews are more meaningful than older ones and therefore more relevant.
• Length of the commentary: Longer comments are usually more helpful than shorter ones. Therefore they have a higher relevance.
• Deviations from the average mark: Reviews that deviate far from the average score are outliers. They do not adequately represent your online shop. Therefore the relevance of these reviews is lower.
• Likes: Comments that many people rate as helpful have a higher relevance.

The decision as to whether a comment is helpful is made by the visitors to your company profile. By clicking on the “Helpful” button below the review text, customers can mark a review as helpful.

Below the rating overview, the individual reviews from your customers are listed. The reviews are sorted by relevance, which also strengthens the visibility of your company profile in search engines like Google, and improves the ranking.

In addition to the default sorting according to relevance, customers also have the option in the company profile to sort the reviews according to the latest review received (). The most recent review is displayed first in this case. In addition, the displayed reviews can also be filtered according to the respective number of stars awarded (). For example, it is possible to display only the four and five-star reviews. Customers can also search the review comments using the search field ().

Information on the Trustmark and buyer protection

If your company has been certified by Trusted Shops, there will be a box at the top of the right-hand column of your company profile.

This box clearly summarises the most important information about the Trustmark and buyer protection as well as the resulting advantages for your clientele. This further strengthens the trust in your shop.

Information about your company

Information about your company is also presented in the right-hand column of your company profile.

On the one hand, this box contains important company data such as your contact details, your entry in the commercial register and your authorised representatives. This transparent and clear source of information is also intended to strengthen trust in your shop.

Customers can also visit your website directly by clicking on the "Visit website" button.

You also have the option of selecting up to five categories for your company, linking your social media profiles, and sharing something about your company with a short descriptive text. We explain how to integrate this information into your company profile in the following section: How can I customise the information in the company profile?

Information on the company profile’s “claimed” status

In addition to the profiles that have been claimed by a company, there are also profiles that have not yet been claimed. In these profiles, a note is displayed that the reviewed company cannot respond to reviews.

Operators of the respective website can claim the company profile for themselves using the "Claim profile" button within the note. They can then interact with their customers.

Profiles of companies that are not Trusted Shops members also have an integrated "Share your experience" button. Clicking on this button takes customers to a questionnaire through which they can submit a review.

Trusted Shops does not check whether the reviews collected in this way only come from consumers who have actually used or purchased goods or services from the reviewed company. Accordingly, the reviews collected in this way are not marked as "Verified review" in the company profile.

How can I customise the information in the company profile?

Of course, you have the option of customising some of the information about your company yourself. This refers to the following information:

• display name
• contact details
• description text
• categories
• social media profiles
• logo

You can adjust the information in the eTrusted Control Centre.

1. Log in to the eTrusted Control Centre.
2. Click on the gearwheel ("Settings") () in the main navigation. Then click on "Channel Settings" ().
3. Select the channel () for which you want to adjust the company profile.

This opens the channel settings for the desired channel and you can begin your adjustments.

Customising your display name

The display name is not only displayed in the company profile, but also in the user profiles of your customers, in the Trustbadge®, in the widgets, in the company search and in the channel selection of the eTrusted Control Centre.

You decide which name to use as the display name. You can, e.g., use the name of your domain. The display name may therefore differ from your company name - especially if you operate several domains, brands, or websites.

1. Open the channel settings as described above.
2. Open the "Public information" () tab.
3. Enter the name to be used for your company within the Trusted Shops products in the "Display name" () input field.
4. Click on "Save" ().

You have now successfully updated your display name. Your changes will be visible in the Trusted Shops products within a few minutes.

Changing contact details

1. Open the channel settings as described above.
2. Open the "Public information" () tab.
3. Enter your business address in the "Street address" (), "City" (), and "Postcode" () fields. Select a "Country" () using the drop-down menu.
4. Enter your contact details in the "Phone number" (), "Email address" (), "WhatsApp phone number" (), and "Contact form" () fields.

5. Click on "Save" ().

You have now successfully updated your contact details. Your changes will be visible in the company profile within a few minutes.

Adjust description text

1. Open the channel settings as described above.
2. Open the "Company Profile" () tab.
3. Enter a description (max. 1,500 characters) about your company in the "Company description" () input field.

You can see a preview of your changes in the area to the left of the input fields ().

4. Click on "Save" ().

You have now successfully adjusted your description text.

Adjust categories

1. Open the channel settings as described above.
2. Open the "Company profile" () tab.
3. Click on the "Categories" () input field to select up to five categories for your company.
4. Click on "Save" ().

You have now successfully adjusted the categories.

Adapt social media profiles

1. Open the channel settings as described above.
2. Open the "Company profile" () tab.
3. Scroll to the "Social profiles" () section.
4. Enter the URLs of the desired social media profiles in the input fields provided.

5. Click on "Save" ().

You have now successfully adapted your social media profile.

Adjust company logo

1. Open the channel settings as described above.
2. Open the "Personalisation" tab (). Click on "Add logo" ().
3. Upload the logo.

4. Click on "Save" ().

You have now successfully adapted the logo.

Can I reply to published reviews?

Even if you have all your processes under control and ship all orders on time, when you have a large volume of reviews it can occasionally happen that a customer perceives their individual shopping experience differently and gives your shop a negative rating. Of course, such ratings will also appear in your company profile.

You have the option of reacting to such reviews within the company profile and describing the case from your point of view. We explain how best to do this in the article What are the main features of the Review Inbox?.