It is always important to acknowledge the feedback you receive from your customers, whether it is positive or negative. Letting customers know that you appreciate the time they’ve taken to share their comments adds another level to your customer service, and makes the customer feel valued.
This is especially crucial for negative reviews, as when customers feel the need to leave a negative review you are given an opportunity to turn their entire experience around and show any prospective customers how amazing your customer service is. You can find more information on how to handle negative reviews here.
Responding to Trustist Reviews
To respond to Trustist reviews, you first need to login to your account at https://www.trustistreviewer.com/uk/. Once you have logged in, click on the ‘reviews’ tab on the left.
Find the Trustist review you wish to reply to, and click ‘View and Reply’.
Enter your response in the text box provided and click submit. Just above the text box there is a dropdown including the best practices for responding to reviews:
- Ignore minor complaints and resolve issues privately when possible.
- Address issues constructively. Don’t use responses to advertise.
- Do not ask users for anything or offer them anything.
- Be professional and polite. The world can read your response.
Your response will then be displayed alongside the original review.
Responding to Google Reviews
If you have Google My Business connected to your account, you are able to respond to your Google reviews directly through Trustist.
If you do not have Google My Business connected to your Trustist account, the steps on how to do this can be found here.
To respond to Google reviews, click on the Google My Business icon from the home page of your Trustist account.
Click ‘See all locations’. Please note that if you have multiple accounts, you need to click ‘See all locations’ for the account that contains the location you are looking to view the reviews for.
Find the location you wish to view the reviews for and click ‘Reviews’.
Click ‘View and Reply’ on your chosen review.
Enter your response in the text box provided and click submit. Just above the text box there is a dropdown including the best practices for responding to reviews:
- Ignore minor complaints and resolve issues privately when possible.
- Address issues constructively. Don’t use responses to advertise.
- Do not ask users for anything or offer them anything.
- Be professional and polite. The world can read your response.
Your response will then be displayed alongside the original review.
