The Control Centre of our cloud-based experience feedback platform eTrusted, is the central contact point for your review management. It does more than just give you the opportunity to collect authentic feedback from your customers. The Control Centre also supports you with efficient management of the received reviews, individual responses and prominent display in your online presence.
In this article, we give you an initial overview of the various functionalities of the eTrusted Control Centre, which you can log in to here. In addition to this we will also show you how to use these functionalities for successful review management.
Would you like to manage your collected reviews directly from your CRM system? We currently offer eTrusted integration for Salesforce and Zendesk. More information about these integrations can be found here:
You have two options for automated collection of reviews with eTrusted:
- Our simple standard solution: Integrate the Trustbadge® into your website and then adjust the automated invite rules in the eTrusted Control Centre.
- Our flexible solution for specific requirements: Use one of our eTrusted APIs.
The integration of the Trustbadge in your website is a prerequisite for automated collection of reviews with eTrusted. Learn how to integrate the Trustbadge in your online presence in this article: How can I start with the Trustbadge® integration?
On the one hand, the Trustbadge presents both your Trustmark and your star ratings on your website. On the other hand, the Trustbadge helps ask your customers for permission for Trusted Shops to send them a Review Invite on behalf of your company. Once your customers have given this permission, a review invite will be sent to them based on your settings in the eTrusted Control Centre.
Based on your individual preferences, not only can you customise the event that triggers the sending of an invite from the eTrusted Control Centre, but also the invite sending time and the email and questionnaire templates. To do this, you must first adjust your settings for the Optimised review collection.
- Click on the gear symbol ("Settings") (
) in the main navigation area. Then, click "Channel Settings" (
).
- Select the channel (
) that you want to set up an automated invite sending for.
- Open the "Optimise review collection" tab (
).
In addition to automated sending of invites, with the Review Collector, the eTrusted Control Centre also has the option of manually inviting your customers to submit a review. To be able to use the Review Collector, you first need to create a file in CSV format that includes the personal details and order details of every customer that you would like to contact.
By using the Review Collector, you confirm that you have obtained the express consent of all customers concerned for the data transfer to Trusted Shops and the receipt of review invites. For more information on this topic, see Consent for review invites.
Once you have created the CSV file, you can upload it to the Review Collector and plan the sending of the Review Invites. To do this, first click on the menu item “Invites” () in the main navigation. This opens the Invite History, in which you can keep track of the status of Review Invites that have already been sent. By clicking the button “Send manual invites” (
) you open the Review Collector.
In this article we explain how to use the Review Collector and trigger manual sending of invites. How can I manually invite customers for review with the Review Collector?
To comprehensively strengthen your digital reputation and establish even more customer trust, it is important to improve your ratings on other review platforms such as Trustpilot or Google My Business. That’s why we give you the opportunity of using our Reputation Manager to invite some of your customers to submit their review on another platform.
You can find the Reputation Manager in the main navigation of the eTrusted Control Centre with its own menu item (). You can then use the button “Add profile” (
) to connect your Trustpilot and Google My Business profiles with eTrusted. Using the tab “Invite Distribution” (
) you can then define which proportion of your Review Invites sent by Trusted Shops should be intended for which platform.
This article explains exactly what you need to do to achieve this: How does the Reputation Manager work?
As soon as a review has been received, you can find it in your Review Inbox. Click on the menu item “Inbox” in the main navigation to open it. This opens a list of your collected reviews.
The Inbox offers a number of filter options to enable more precise analysis of this list. To use this option simply click the button “Filter”. This gives you the opportunity, for example, to look at the newest reviews, or those with less than 3 stars.
Within the Inbox, select a review to open a detailed view of this review. Within this detailed view, you have the option of responding to the review or reporting it to Trusted Shops for checking.
To respond to the review you simply need to select the input field underneath the review text () and enter your response. Then click on the “Publish reply” button (
) to publish your response in your review profile. In addition to publication in your review profile, you can also inform the person who submitted the review of your response. To do this, simply select the option below the response field (
).
Would you like to report a review, for example because it contains verifiable errors or personal insults? Then click on the “Report” button in the detailed view of the review that you object to. Following this, you may outline the reasons for your report in more detail and forward the review to our team for checking.
If you have integrated the Trustbadge in your shop, this shows customers your star ratings and thus ensures lasting trust. In addition to the Trustbadge, with the assistance of the eTrusted Control Centre, you also have the opportunity to create modern widgets, with which you can clearly present both your overall rating as well as individual ratings on your website.
All available widgets are stored for you in the Control Centre. First, select the star ("Reviews") () in the main navigation and then the menu item "Marketing" (
). Then open the tab "Widgets" (
) to view the various widgets.
Select one of the widgets then click on the "Create" button to begin with integration of the widget in your website.
In this article we will take you step-by-step through the widget integration: How do I add widgets to my website?
The eTrusted Control Centre doesn’t yet offer the ability for you to change your user settings yourself. However, using the button symbol in the top-right corner you can view your personal data (first name, surname, and e-mail address). In addition to this, you also have the option of adjusting the language of the Control Centre to suit your requirements.
As a review management platform, eTrusted supports you in all areas of review management. From the platform you naturally also have access to other functionalities that are offered by Trusted Shops. Simply click on the “e” button in the top-right corner to view or edit other functionalities, such as the Buyer Protection or your certification.