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How to Engage With Trustpilot Reviews in BrandBastion

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How to Engage With Trustpilot Reviews in BrandBastion

Managing your online presence effectively is crucial for building stronger relationships and enhancing brand loyalty. Integrating your Trustpilot Reviews with BrandBastion helps ensure timely responses and adjustments to your social and care strategies, improving overall brand perception.

This guide covers:

  • Connecting your Trustpilot profile

  • Viewing and managing your Trustpilot Reviews

  • Analyzing Trustpilot performance

  • FAQs

Connecting your Trustpilot profile

To connect your Trustpilot profile to BrandBastion, follow these steps:

  1. Go to Asset Management and select Add Assets.

  2. Click on the Trustpilot logo.

  3. Sign in with Trustpilot.

  4. Log in on the Trustpilot website.

  5. Add all Trustpilot profiles associated with your account.

Once completed, your Trustpilot reviews will begin appearing in BrandBastion. We will also crawl 30 days of reviews.

Viewing and managing your Trustpilot Reviews

Once your profile is connected, you can view and manage your reviews in the Engage tab:

  1. Navigate to the "To Review" folder to find reviews that need replies.

  2. Click on any review to respond directly within the platform. You can:

    • Adjust the sentiment if needed.

    • Assign the review to yourself or a teammate.

    • Mark it to check later or archive if no reply is necessary.

    • Quickly generate a response using AI in your custom brand voice or use saved replies.

  3. After replying, the review will move to the "Done" folder.

Use filters to prioritize your responses

You can filter reviews by sentiment, keywords, tags, author, language, rating, and the team member to whom it is assigned. This helps prioritize responses and manage your review workload more effectively.

Analyzing Trustpilot performance

To analyze your Trustpilot performance:

  1. Go to Analyze > Overview.

  2. Scroll down to the Reviews widgets.

Here’s what each widget provides about your brand’s reputation:

  • Review Volume Widget: Displays the number of reviews created within the specified date range.

  • Reviews Rating Pie Chart: Shows the total reviews for each rating score (1 to 5 stars). It includes the percentage of reviews for each rating relative to the total and indicates the percentage change compared to the previous period.

  • Reviews Platform Rating Breakdown: Provides bar charts for each review rating platform, showing:

    • The total number of reviews on that platform.

    • The proportion of those reviews relative to the total.

    • The percentage change compared to the previous period.

Additional Performance Insights

  • Sentiment Breakdown: Displays how sentiments in the reviews are distributed.

  • Word Cloud: Highlights frequently used words in the reviews.

  • Emoji Word Cloud: Shows emojis used in reviews.

  • Language Breakdown: Shows the different languages used in reviews.

  • Most Active Users: Lists users based on the number of reviews they have posted to the added accounts.

In the Search Section, You Can See:

  • Timeline of Reviews and Sentiments: Tracks changes in sentiments over time.

  • Breakdown by Platform, Language, and Asset: Displays data specifically for Trustpilot and any assets added.

FAQs

  • What type of Trustpilot reviews are covered on the BrandBastion platform?

    Service reviews.

  • Can you crawl historical reviews?

    Yes, by default, we’ll crawl up to 30 days. Contact us if you'd like to access more data.

  • How do I know which reviews need my attention?

    Reviews requiring replies are organized in the "To Review" folder, making it easy to manage and prioritize. If a review has a reply posted outside the platform, it will not be in "To Review", but in the "Done" folder.

  • If a review is updated by the author after being posted, will that be reflected on the platform?

    Yes, the review update will be reflected on BrandBastion. The review card will display a chip saying "Updated" and the review will be moved back to the "To Review" folder in case you want to issue a new response.

  • Can I restrict access to Trustpilot to certain users? Yes. Go to Users and deselect the respective Trustpilot account in the asset access settings for each user.