Explore your eTrusted review platform

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:

How do I collect automated reviews with eTrusted?

You have two options for automated collection of reviews with eTrusted:

  • Our simple standard solution: Integrate the Trustbadge® into your website and then define the Invite Rules in the eTrusted Control Centre.
  • Our flexible solution for specific requirements: Use one of our eTrusted APIs.
In this article we will concentrate on the standard solution, which uses the Trustbadge and the Invite Rules set up in the Control Centre to collect reviews. If you are interested in a connection with our APIs, you can learn more about this topic in our documentation for developers. Please note that you need prior technical knowledge to be able to use the eTrusted APIs.

01_Trustbadge_DE.pngThe 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 on the basis of the Invite Rules that you set up and activated in the Control Centre.

With the Invite Rules you can not only individually adapt the event that triggers sending of the invite, but also the point in time that it is sent, as well as templates for the e-mail and questionnaire based on your individual requirements. To do this, you first need to define an Invite Rule. To do this, select the menu item “Automation” (01_16x16.png) from the main navigation on the left-hand side of the screen then open the tab “Invite Rules” (02_16x16.png). By clicking the button “Add new rule” (03_16x16.png) you can set up a new Invite Rule.

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Once you have set up a new Invite Rule, you also need to activate it. To do this, first click on the menu item “Invitations” (01_16x16.png) within the main navigation and then select the tab “Invite Rules” (02_16x16.png). This will open an overview of the Invite Rules set up so far. Activate one of these rules by clicking on the associated checkbox (03_16x16.png).

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As soon as an Invite Rule is activated, Review Invites will be automatically sent to your customers based on the settings you defined in the rule.

Would you like more details about the automatic sending of invites as well as the setup and activation of Invite Rules? Then check out this article: How to send invites to my customers automatically?
How do I manually collect reviews with eTrusted?

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.

In this article we explain how to make and format such a file: How to create a CSV file to send manual review invites?
Legal information
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” (01_16x16.png) 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 invites” (02_16x16.png) you open the Review Collector.

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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?

If you have activated automatic sending of invites, you should first use the Review Collector to check whether your customers have already received an invite before sending one. This avoids your customer receiving two Review Invites for a single order. You can keep track of the status of every Review Invite that has been sent in the Invite History.
How can I send Review Invites for other review platforms?

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.

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The Reputation Manager is a paid add-on to eTrusted. If you would like to use it, you can add it via your Upgrade centre.

You can find the Reputation Manager in the main navigation of the eTrusted Control Centre with its own menu item (01_16x16.png). You can then use the button “Add profile” (02_16x16.png) to connect your Trustpilot and Google My Business profiles with eTrusted. Using the tab “Invitation distribution” (03_16x16.png) you can then define which proportion of your Review Invites sent by Trusted Shops should be intended for which platform.

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This article explains exactly what you need to do to achieve this: How does the Reputation Manager work?

Where in the Control Centre can I find my collected reviews?

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.

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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.

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How can I respond to or report reviews?

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 (01_16x16.png) and enter your response. Then click on the “Publish” button (02_16x16.png) 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 (03_16x16.png).

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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.

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In this article we explain in which cases we can delete reviews from your profile: For which reasons can I report reviews?
How can I display the collected reviews in my shop?

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. To access them, first select the menu item “Marketing” (01_16x16.png) in the main navigation, then open the tab “Widget Library” (02_16x16.png) to view the various widgets. Select one of the widgets then click on the “Configure” button (03_16x16.png) to begin with integration of the widget in your website.

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In this article we will take you step-by-step through the widget integration: How do I add widgets to my website?

Can I change my user settings in the Control Centre?

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.  

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Learn how you can independently make changes to your user settings in this article: How do I change my user settings?
Where can I find other functionalities of Trusted Shops in eTrusted?

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.

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