Our new review platform eTrusted gives you the option to manage the reviews you collect with Trusted Shops on a mobile device too. The mobile app you need for this is available for both iOS and Android. You can currently do the following using the app:
- Monitor different channels (shops and websites)
- Overview and filter your collected reviews
- Respond to reviews, edit or delete your responses
- Report reviews to Trusted Shops
- Stay up to date with the Notification Centre
- Invite individual customers to rate manually
How can I install and start using the mobile app for eTrusted?
The start screen of the app will now appear and you will be asked for your access data. The access data are the same as those you use in the desktop version of eTrusted.
Select the desired channel
As soon as you have logged into the app, an overview of your channels registered with Trusted Shops appears. This overview is especially important for you if you collect reviews for several online shops or websites with Trusted Shops. Thanks to the channel overview, you have access to all your channels within the app.
How can I manage my reviews in the app?
See all reviews with the review overview
After you have chosen a channel, you will be redirected to the review overview for that channel.
This overview is divided into two parts: In the upper part () you will see your current star ratings as well as your average score achieved so far. Below that () is a list of all your reviews.
Using the button () in the top right corner, you have the option of filtering the displayed reviews according to different criteria, for example, according to the review score received.
Reply to, report, or share individual reviews
Would you like to take a closer look at a submitted review? Then simply click on a review to see the detailed view. In this view you will find all relevant information about the review such as the complete review text, the star ratings awarded, the current status of the review, the review date and – as far as possible – the personal data of the person who submitted the review such as name and e-mail address.
Within the detailed view, you also have the option of responding to the review. If you would like to reply to the review, for example to say thank you for the review or to respond to criticism, select the button "Reply" (). You can then write a reply. Once you have sent a response, it will be both sent to the person who wrote the review and published in your Review Profile. Responses to reviews thus give you the chance to present yourself as a professional and customer-centred company to potential new customers as well.
You can also report reviews to Trusted Shops for checking using the "Report" button (). This is possible, for example, in the case of insulting statements or demonstrably untrue assertions. If our team comes to the conclusion during the check that your objection to the review is justified, it will be deleted from your Review Profile immediately and will no longer have any influence on your review score.
Finally, the "Share" button () allows you to share individual reviews on social media.
Stay up to date with the Notification Centre
If you collect a lot of new reviews within a relatively short period of time, it may be especially difficult to keep track and identify the reviews you need to respond to. For this reason, our app informs you with automatic push messages about critical ratings with one or two star ratings. Additionally, we have integrated a function into our app, the Notification Centre, which supports you in your review management.
The Notification Centre automatically informs you within the app about reviews that need your attention. If the app has detected such reviews, a red dot with a number will be displayed on the middle menu item "Menu" within the navigation.
To access the Notification Centre, click on the menu item and select "Notifications" in the submenu that opens. In the Notification Centre, your score is displayed in the upper half of the screen (). This informs you how many tasks have already been completed. To reach a value of 100 per cent, it is necessary to work through all the tasks () displayed in the lower half of the screen. Tasks that you should complete promptly are highlighted in red within this overview, those that are less urgent are highlighted in blue.
The score is only intended to give you a guide as to what you have already completed. It is not public and does not affect your membership of Trusted Shops in any way, positively or negatively. So there is no disadvantage for you if you do not end up with 100 per cent.
There are three types of notifications within the Notification Centre:
- Critical reviews with one or two stars should be answered immediately. You can find a few tips on how to deal with negative reviews here: 4 tips on how to react to negative reviews
- Positive reviews are also worth responding to. After all, your customer took the trouble to give you feedback. Make a good impression by publicly valuing this effort.
- In addition, the app presents you with reviews that are suitable for sharing on social media. These are reviews with five stars and more than 20 words. Use them actively for your marketing.
Click on one of the notifications in the list to start processing the reviews. An overview of the respective reviews then appears. The green bar at the top of the screen () informs you how many reviews are still waiting to be processed. Each completed review is marked with a green tick. This way you can keep track of what still needs to be done. Click on the individual reviews to process them.
As soon as you have completed all the tasks, your score in the Notification Centre will show 100 per cent. If you want to check again which items you have ticked off, you can find all completed tasks in the archive.
Can I send Review Invites via the mobile app?
Has a customer contacted you because their Review Invite did not arrive? No problem: In this case, you can easily send the invite from the app. To do this, first tap the "Invites" button in the bottom right-hand corner.
You will then be redirected to a new view. Simply enter the first and last name as well as the e-mail address of your customer and click on the blue arrow button in the bottom right corner to send the invite.
By using this functionality, you confirm that you have obtained the express consent of the customer for data transfer to Trusted Shops and to receive review invites. For more information on this topic, see consent for review invites.
Where can I get in touch if I have questions?
If you have any further questions about the app and how to use it, please do not hesitate to contact our Customer Support Team by e-mail at firstname.lastname@example.org or by phone on +44 203 364 5906.
The app itself also offers you a way to get in touch with your contact in the Customer Success team directly. To do this, first click on the "Menu" button
A new menu will open. In this menu, select the menu item "Support". You can then write an e-mail to our Customer Success team.