How to Handle and Improve Reviews for Online Businesses

Trustpilot's Find Reviewer tool is a valuable asset for businesses that want to engage with their customers and enhance the authenticity of their reviews. This article will guide you through effectively using the Find Reviewer tool to gather detailed information from reviewers and improve the overall reputation of your business.

Addressing Unauthentic Reviews

At the core of any customer reviews system is the need to ensure that they are authentic. Paying for or manipulating reviews is not only unethical but also a violation of Google's and Trustpilot's policies. These practices can lead to your content and accounts being removed or blocked. Therefore, maintaining a transparent and genuine review process is crucial.

Why Use the Find Reviewer Tool?

When you suspect a review might not be genuine or need more information from the reviewer, the Find Reviewer tool is an excellent resource. This tool allows you to gather necessary details from the reviewer without compromising the authenticity of the review.

Steps to Find a Reviewer

Let's walk through the process of using the Find Reviewer tool to gather detailed information from a reviewer.

Login to Your Trustpilot Account

First, log into your Trustpilot Business Account. This is accessible through both the free and paid services offered by Trustpilot.

Find the Relevant Review

Once logged in, navigate to the Reviews section of your account. From here, select the review for which you need more information. If the review was left organically or not in response to an invitation, the Find Reviewer option will appear below the review. Click on Find Reviewer.

Write a Message to the Reviewer

A guidance process will guide you through the steps. You can write a polite message to the reviewer, requesting the information you need. This could include a reference order or invoice number, contact details, and so on. Remember that it is up to the reviewer to provide the information and that they won't be able to send attachments.

Track the Response

Click Send request to send the message to the reviewer. They will receive an email with your message and will have 5 days to respond. A reminder will be sent after 3 days. You can track the status in your Business Account, seeing which reviewers have been sent messages and their responses.

Respond to the Reviewer

If the reviewer responds, their message will appear in the Business Account. If 5 days pass with no response, you will be notified. Use this information to gain insights into the reviewer's experience and take steps to address any issues.

Tips for Engaging with Reviews

Consider replying to the review publicly to show that you are responsive and committed to resolving any issues. This can improve your customer service reputation and help foster better communication with your customers.

Reporting Unauthentic Reviews

If, after using the Find Reviewer tool, you still don't receive a response and have reason to believe the review is not based on a genuine experience, you can report the review. This can prevent the spread of misinformation and maintain the integrity of your reviews.

By following these steps and using the Find Reviewer tool, you can enhance the authenticity and usefulness of your reviews, ultimately leading to a more positive customer experience and improved online presence.