TrustCare
The new version of mediation in TrustMate
It's more than a new name. We're changing how a company talks to an unhappy customer, and what other customers see along the way.
verifiedThe running shoes were packed very poorly, just thrown into a box without any protection. Customer service leaves a lot to be desired.
Example
What's changing
01 · Visibility
In TrustCare, the review stays published in full, with a label next to it showing what is happening with the case.
Where it's shown
In the widgets on your website and on your company profile in TrustMate.
What a click shows
Visitors see a short explanation of what TrustCare is.
How it looks
You set the label's colour and position in the widget configurator.
while the conversation is open
when you close the case as resolved
when the customer didn't reply in time
TrustCare is a programme in which the company doesn't leave a negative review without a response: it contacts the customer to understand the problem and try to solve it.
Explanation shown after clicking the label
02 · Biggest new feature
TrustCare can start in two ways: before the customer posts a review or after they post it.
Before the review
Started by the buyer
from the form, on a negative rating
After the review
Started by the shop
from the panel, on a negative review
Before the review
Low rating
The customer signals they intend to post a negative review.
They write to you
They open a TrustCare thread.
You get an email
Asking you to act. The conversation happens behind the scenes.
You talk
And clear things up before a review is written.
They can still post a review at any time.
For company reviews and for product reviews.
After TrustCare ends, we ask the customer again for a review of your shop.
After the review
If for some reason the customer didn't write to you and posted a negative review, you can still reach out to help.
Negative review
The customer posted it without talking to you first.
You start TrustCare
In the panel, you click "Start TrustCare" next to that review.
The customer gets an email
Asking them to respond about the review they posted.
You talk
On the same rules as in the buyer's path.
03 · Deadlines
to reply, the same for both sides
without a reply and we send a reminder, to the customer or to you
on a conversation in which both sides keep replying
You handle cases while the customer is still waiting for a solution.
04 · Decisions
The rating always belongs to the customer. You lead the conversation and decide when to close it.
Can update the rating or withdraw the review on their own.
Changing the rating ends the conversation.
When they raise the rating to a positive one, you get a notification.
You can close the conversation as resolved or unresolved at any time.
A resolved case gets the label "The company resolved the reported problem".
Preview
05 · Tools
The customer gets refreshed emails and talks to you on a page in your review form's colours.
All conversations in one view: the list on the left, the review and chat on the right, and the ones waiting for your reply at the top.
Attachments and resending the conversation link to the customer.
Effectiveness statistics shown separately for conversations started by you and by the customer.
Automatically started conversations work as before, including only outside working hours.
Why we're changing it
A profile without a single weaker rating raises suspicion today rather than trust. Buyers want to see how a company behaves when something goes wrong.
Consumers, platforms and regulations expect reviews not to disappear or get collapsed just because they're critical. TrustCare protects the credibility of your profile and certificates.
Instead of putting out fires after the fact, the customer comes to you when the problem is just appearing. It's fairer to the customer and more effective for you.
Conversations that dragged on for weeks rarely ended well. Seven days to reply and reminders help settle the case while the customer is still waiting.
verifiedThe parcel arrived damaged, but the shop got in touch right away and sent new shoes.
Example
Benefits
You'll solve some problems in a conversation before the customer publishes anything.
Visitors see that you respond, and resolved cases work for your reputation.
A customer you helped can raise their rating themselves, and you'll know right away.
All conversations are in one place, we send reminders for you, and automatic conversations start outside working hours too.
Statistics show how many cases you resolve and how customers respond to the conversation.
How to start
We've prepared the rest for you.
Done for you
We moved your existing settings automatically, including automatic conversation templates and notification recipients.
To do
This lets customers start a conversation from the form before they post a negative review.
TrustCare makes sure your future customers will see it.
Go to the panel
