Advanced Online Review Management

Using DigiDesk To Manage Trustpilot Reviews Effectively

DigiDesk has partnered with Trustpilot to provide an advanced online review management solution, featuring monitoring, analysis and engagement options (click for more on Online Review Management, from DigiDesk). Most importantly, we can help you respond to ‘every’ customer review effectively.

A survey of consumers by Trustpilot found that 79% say that when a company responds to negative reviews and comments, it increases their trust in the brand. Trustpilot is the leading online global review platform, empowering consumers to make purchase decisions with absolute confidence using open and trusted buying information. Businesses can flourish by collecting, managing, and responding to verified feedback that comes directly from the people who matter most—their customers. Read on to learn how our integration makes this easy. And if you haven’t yet claimed your Trustpilot profile and started collecting reviews, get started here.

Enhanced Review Monitoring

DigiDesk provides a series of real-time Analysis wallboards, tracking every Trustpilot review that comes in showing review score and customer comments. There are a range of templates and widgets to choose from, with external wallboards that can be presented on a big screen in your contact centre.

Enhanced Review Monitoring

DigiDesk provides a series of real-time Analysis wallboards, tracking every Trustpilot review that comes in showing review score and customer comments. There are a range of templates and widgets to choose from, with external wallboards that can be presented on a big screen in your contact centre.

Advanced Sentiment & Text Analytics

Every review comment runs through our advanced sentiment engine to provide an automated sentiment score, which can be tracked and reported on. Keyword tables allow you to set up queries to track key topics (such as complaints) and track in real-time Analysis views or via detailed reporting.

Real-Time Alerts, based on Conditions

Not every client has resource focused on Trustpilot reviews all day. So, we can set up a series of real-time email alerts based on conditions, such as review score, key words used in the review or even time elapsed. This gives your team the best chance to respond to important reviews quickly and effectively.

Workflow to Manage Reviews & Auto Reply

We can even set up workflow to help you respond to ‘every’ customer review. For example, within DigiDesk, you can set up a series of auto responses. If a customer leaves a positive 4 or 5 star review, you can automatically reply with a ‘thank you’ response. Whereas, if it is a low score, you can prioritise and assign to an agent to respond ASAP.

Track KPIs & Response Time

DigiDesk provides a series of KPIs (Key Performance Indicators). In Analysis, we provide a detailed Review Score breakdown and an overall Trust Score widget. Within Supervisor Dash, you can check total reviews, complete, incomplete and average time to resolve. All of these KPIs can be filtered by brand, team and individual agent.

Full Audit Trail & Reports

We provide a full audit trail or every customer review and agent response, with export options to CSV. DigiDesk also provides a full range of Analysis and Performance reports, available in multiple formats. All reports can be saved and scheduled to deliver via email on an hourly, daily, weekly or monthly basis.
Click here for questions relating to online reputation management, or for more information about the DigiDesk platform, get in touch with a member of our team.

We look forward to hearing from you…

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