Review moderation is an important step required by the AFNOR standard.
This step involves internally handling all the reviews submitted by your consumers (publishing or flagging). This can be done before or after the automatic publication of reviews.
Learn how to view, validate, publish, or even flag reviews by following our tips below:
From the left-hand side menu, go to Review management:
1. Configure your settings
Before you begin, it's essential to set up the following parameters:
- Moderation threshold : allows you to define which reviews will be automatically flagged for moderation and require a response before being published — based on the rating given by the customer.
- Words to watch : specific terms you can set to automatically trigger moderation of a review, regardless of its rating, to give special attention to certain comments before publication.
- Predefined responses : pre-written messages you can use to respond quickly and efficiently to customer reviews.
- Tags : keyword-style labels linked to specific topics, used to group, filter, and easily analyze similar reviews or those sharing specific characteristics.
2. Start handling your reviews
Still from the Review management menu, access your pending reviews via the To do tab and start replying to your consumers!
You'll find all the information you need in these articles to handle your reviews efficiently:
- The “To do” tab: these are the reviews that require your attention first!
- The different review statuses : each status represents a different step in the review handling and publishing process.
- Respond to reviews : helps reassure consumers by showing that their feedback is taken seriously — improves your e-reputation and encourages repeat purchases.
- Understand negative reviews : they lend credibility to positive ones and offer opportunities for improvement!
- Flag a review : allows you to request rejection of publication if it meets one of the AFNOR-identified criteria.