Setting up a Trustpilot integration

Trustpilot is a review platform where customers can leave reviews of your products and services.

When you integrate your Trustpilot product reviews account with Ometria you can store your contacts’ most recent reviews and ratings against your contact and product records.

You can use this data to personalise your campaigns and uncover new insights to inform your marketing strategy.

Data passed to Ometria

Ometria retrieves two types of data from Trustpilot:

• Custom fields - fields you create manually in Ometria.
• Default fields - fields that already exist in Ometria's database.

Default field

This field is ingested automatically, you don't need to create it.

Your Trustpilot Business ID

You need an account with Trustpilot using the standard plan in order to use the webhook functionality required for this integration.

If your Ometria account collects data for different stores your business has, you’ll need to create a different connection for each business unit you want to integrate with, using your Trustpilot business ID.

To get your business ID, go to your Trustpilot profile page and copy the ID from the URL, e.g.: region.trustpilot.com/review/your-business-ID

Ometria links customer reviews to their email address, so even if you add connections to multiple Trustpilot profiles, the incoming review data will always be linked to the right customer.

Create your custom fields

Once your Trustpilot product reviews connection is set up in Ometria, you'll need to create the custom fields below for retrieving the data.

Follow the steps in Create a custom field to set up the following Contact type fields:

Ometria API key

As well as the Trustpilot business unit, you’ll need to create an API key in Ometria.

You’ll need a separate API key per business unit.

We recommend you name the API key with your business unit so it’s easy to identify during setup.

Set up your connection

In Ometria, go to Settings and select the Connections tab:

Click Add new connection, then select Trustpilot:

Enter your Trustpilot Business ID:

Next, Add a new account.

You'll need to create a name for your authentication and enter the Ometria API key you created for the business unit you’re connecting to:

Click Next and copy the webhook URL Ometria has generated for you:

Go to your Trustpilot account using the Webhook Notifications link in the connection setup page.

Paste your unique webhook URL from Ometria into the Subscriptions field in this screen:

Select Enable on the toggle switches for New Review and Review Updated, then click Save changes.

Ometria starts ingesting live data from this point

Testing your integration

Once the webhook is enabled and you’ve created the custom fields in your account, you can check that Ometria is ingesting data from the Segment explorer

Go to: Customer > Segment explorer and select the Contacts tab.

Select the two Trustpilot data columns:

• Trustpilot Latest Review Timestamp
• Trustpilot Latest Review Score

How to use Trustpilot data in Ometria

Ometria’s integration with Trustpilot allows you to segment your contacts based on their recent reviews and use those segments to create personalised campaigns.

Segmenting contacts based on reviews

Segment customers based on recent reviews and group your audience based on their score:

Promoters: contacts whose latest review is 4 stars or above:

Detractors: contacts whose latest review is 1 or 2 stars:

Use these segments to exclude detractors from broadcast emails or post-purchase campaigns:

Automation campaigns - Post-purchase

Exclude detractors from your post-purchase campaign by adding a segment at the top of your campaign flow with no follow-up action:

Automation campaigns - Review follow-ups

Set your entry trigger using the Trustpilot latest review date custom field you created when you integrated with Trustpilot.

Select the time when that action happened and will happen e.g. 'is today', in X days etc.:

Create separate segments for your promoters, passives and detractors and tailor a message to them.

You can even go further and divide the different NPS groups by customer value, e.g.:

• Promoters - high value
• Passive - medium value
• Detractors - low value, etc.