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BizReport : Ecommerce : March 18, 2016


How to detect and remove fake reviews

Detecting fake reviews requires a great deal of diligence and process. It's very important to have an established and documented quality assurance approach that does as much as possible to validate the reviewer and the review. One expert offers these three tips.

by Kristina Knight

First, make sure you know the reviewer's identity is fake

"Use credible sources and methods to validate the reviewer's identity, even if you allow the reviewer to post the public view of the review anonymously," said Michael Fauscette, Chief Resource Officer, G2 Crowd. "Social networks, particularly LinkedIn, used as a part of the signup process are one effective method for establishing identity."

Second, make your policy clear and ensure it is available to reviewers. The policy should cover what is acceptable for review content, and how the business will validate that content.

Third, use trained personnel and software to determine a reviewer's information

"Use a combination of methods to establish review validity that can include risk management software and trained QA personnel. The review can have elements that inherently help with that credibility and give users clear indication that the review is credible and trustworthy based on that QA process. For example, since we're a business software peer review site, we mark reviews as "validated review" after the QA process is successfully completed, and "verified current user" if the reviewer submitted a screenshot of the product being reviewed that shows them as logged into the software," said Fauscette.

Image via Shutterstock

Tags: ecommerce, ecommerce reviews, fake reviews, G2 Crowd










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