FAQ
Frequently asked questions
Find answers to common questions about One2Five’s review management, UGC, sampling services, and how we help your brand grow.
01. Customers & site visitors
How can we utilize the tool to allow site visitors to read reviews on our site? For example, a section on product detail pages.
One2Five can provide you with Reviews & Ratings content in multiple forms, for example:
- HTML snippets, to inject into your website code directly
- Tailored data streams via API
- Feed exports for automated pick-up
Theoretically, you can utilize this content anywhere on your website. Best practice is to have reviews clearly visible as a subsection on product detail pages, with the full review available. Beyond that, it's worth considering other places where reviews add value — bearing in mind you don't always have to display the full review data. For example, overall star ratings can be shown on your homepage or on product comparison pages to inform purchasing decisions and drive click-through.
What design possibilities do you provide for customizing the look and feel of the ratings and reviews section to our brand guidelines and the look and feel of our website?
Utilizing our API solution, the look and feel of the content display lies completely in your hands. We can customize our ratings & reviews assets based on your CI and requirements. A tailored look and feel is possible for each of your brands. Moreover, we can also adjust the sub-ratings per brand, industry, and product type.
What filtering and sorting possibilities can be enabled for the ratings and reviews section on our website? For example star rating, place of purchase, product etc.
The data you receive offers a multitude of options for filtering and sorting, depending on the data made available during submission. To name some:
- Star rating
- Review source
- Product
- Category
- Badges (e.g. "incentivized", "verified purchase")
- Helpfulness
- Recommendation
We can enable all desired filter and sorting functions as long as the underlying review data is collected. Commonly used options include: top reviews, latest reviews, star rating, sub-ratings, verified purchase, text/image/video, location, review helpful, product recommended, and open search.
Is it possible for a site visitor to share a review with someone else?
Yes. Via a share button, the link to the product page / review can be shared.
Can site visitors report reviews?
Yes, via a report button. Reviews can be flagged as "unhelpful" or "inappropriate".
What possibilities do site visitors have to create their review? For example text, star rating, image, video, links.
The inputs we commonly include for giving a review are:
- Overall rating stars 1–5
- Sub-ratings stars 1–5 (which can also be adapted to each product category)
- Review title
- Review text
- Review display name (nickname)
- File upload: images, videos, PDFs
- Product recommended
Regarding links: users can add links in their review text, but under our current moderation guidelines, reviews with links leading away from your sites are rejected. If you would like to allow this, it can be considered. If further review data is wanted, we can adjust the submission form to your needs and add criteria such as age, location, or gender.
Can the reviewer rate the product/service on different attributes? Such as price, design, performance etc.
As default, we offer 3 sub-ratings in addition to the overall rating. These sub-ratings can be dynamic and tailored to each product category if requested. If more than 3 sub-ratings are needed, we can add more.
Can the reviewer revisit and edit their own review after it's been published?
If a review is rejected due to certain moderation standards, the reviewer has the option to edit the review during the moderation process. To request changes after publishing, the reviewer needs to contact us. This is to manage risks and avoid content manipulation.
What personal information can the reviewer leave? And what do they have to leave in order for the review to be approved?
In most cases, the only personal information stored by us is the email address. If requested, we can collect further information such as age, gender, or location.
What options do we have for gathering consent when the site visitor is leaving the review? For example to store and use the review content and personal info for UGC marketing, email marketing and similar.
Integration with the One2Five API gives you full flexibility in the design of the review submission form. As part of this, you can display your own Terms & Conditions on review submission and also include additional conditions, such as opt-ins for marketing activation.
02. Sourcing reviews
Can we get reviews from the App Store, or send to the App Store?
It is possible to import existing content and content from other sources into the One2Five platform. We can provide you with a dummy upload file that fulfills all requirements for the import.
If you refer to app reviews not related to products, the app store policies are applicable. To import these reviews into our system, the review parameters need to be defined and aligned.
The collection and display of product reviews via your apps is technically possible as long as the integration of the review interface is possible in your apps.
Can we activate PIE (Post Interaction Emails) using the tool? If yes, what possibilities are there for rule-based automation and integrations with other systems?
Yes, PIE campaigns can be set up inside the One2Five platform. Send-outs can be tailored based on category or product lists and limited to certain dates. It is also possible to provide specific lists of users to be targeted with a "blast send-out".
Is it possible to create "families" of products? So that we can gather all ratings and reviews for all variants of a product (or products in a category) in one place?
Yes, it's possible to group products in both categories and families.
Can we use the product to create post-purchase coupons or other incentives for leaving a review?
It's possible to set up automated campaigns for post-submission send-outs. As part of such a campaign, coupon codes can be inserted dynamically.
Are there any tools for creating samplings / sweepstakes / raffles?
We have additional services and tools for review generation activities. It is possible to create PIE campaigns which offer incentives, including vouchers. For sampling, we have our one2five.club, which currently operates in Sweden, Germany & the UK but can expand to other markets upon request.
What are the possibilities for internal syndication? Meaning sharing reviews from one market site to the other? For example showing a review from our website in Germany on the website in the UK?
Reviews can be shared internally between different markets. Translation can be enabled individually and is handled via Google Translation.
What are the possibilities for external syndication? Meaning sharing reviews with external parties — both giving and receiving? Mainly our own dealers and retailers, for example Amazon, Lowe's, Maskinklippet.se.
All native review content can be shared with third parties via API. For API access, third parties are supplied separate API keys. Third-party submission can also be activated for these external API keys.
How can we utilize the tool to allow for leaving reviews on our site? For example, a section on product detail pages.
The most common setup is to have "write a review" on your product detail pages. However, it is also possible to integrate review submission into the product registration process, for example. Another possibility is a dedicated review landing page where users can search for the product and submit reviews.
Can we source ratings and reviews from our apps for our appliances?
It is technically possible to collect reviews via apps as long as the submission call can be integrated into the app.
Is it possible to create review templates?
Yes, our API allows dynamic creation of review templates.
Are there any ways to set up rules for who can leave a review?
Utilizing our API solution, this lies completely in your hands. You can, for example, only allow review submission after products are registered. These reviews could then also be badged as "verified purchase".
03. Analytics & insights
Is all the analytics data stored automatically in the tool? What options for integrations are there? For example Google Analytics.
The One2Five platform itself does not collect analytics data beyond the content that is submitted, as such analytics would usually be part of the website displaying the content.
What tools are there for reputation management?
1) Review moderation & customer experience — Every review undergoes a thorough moderation process. Here we focus, among other things, on preventing content that could harm your reputation, and on a respectful customer experience that values the time reviewers invest. For example, reviewers get regular status updates via mail — from verification until publishing or rejection (including reasons why rejected).
2) Alert system / content flagging — Our system allows certain triggers to be set up to report cases. For example, if a review has been rejected due to the moderation criterion "customer service", this review can be reported directly to your customer service team.
3) Review commenting — To show gratitude and/or support, reviews should be commented on from time to time. This can be done in our platform. Comments can be added by users with access to the One2Five Review Management System. If support is needed, our team can assist with this task too.
4) Integrations — Our API and data structure allow our data to be fed into reputation management tools that might already be in place. Further requirements management is needed.
04. Moderating and managing reviews
What tools do you provide for efficiently enabling our internal users to moderate and manage reviews?
We have a dedicated team of moderators who are all native speakers of the submitted review language. We have a standard set of moderation guidelines which the moderators follow; these can to some extent be influenced by client needs.
If a team member on the client side disagrees with a moderation decision, they can overrule it within the moderation hub. A comment must be left to explain the re-moderation decision, for transparency and learning for our moderators.
We highly recommend making use of the moderation service offered by us, as it is an industry standard not to moderate your own reviews yourself.
Is there an automatic profanity filter?
We have a filter list per language which will automatically reject a review if certain words are present. Our human moderators are the final check, however, to ensure that no reviews containing profanity slip through.
Is it possible for our internal users and site visitors to distinguish between verified / unverified and sponsored reviews?
Yes. Through our badging system, your reviews will be marked with badges such as verified, unverified, sponsored, employee, etc. The badges appear both in the tool and on your website towards consumers. Badges can also be added manually in the tool, either on each review individually or through a badging upload service which marks batches of reviews at once.
Please explain the flow, from when a review gets left on our site until it's published and visible to other site visitors.
The review flow depends on the chosen setup and additional factors. The most common flow is:
- The review is submitted via the submission endpoint and validated to include all required information.
- A verification mail is sent to the email address given in the submission.
- By clicking the link in the verification mail, the user verifies the submitted content.
- The verified content gets moderated; the user receives a mail informing them about the outcome of the moderation.
- The approved content is made available for display.
What tools are there for approving / disapproving and removing reviews?
Moderators have their own access to the One2Five platform and moderate content in their own moderation environment. Similar tools are available to re-moderate content through the Review Management view, by users with permission to moderate.
What does the internal user's toolbox for reading, replying to and commenting on reviews look like?
In the Review Management it is possible to search through the entire library of existing content. You can read all reviews — approved and rejected — and reply to any of them. The reply becomes part of the content that is made available for display.
Can our internal users read the full reviews including star rating and more before the review is published?
Internal users can see all content: approved, rejected and pending moderation. For transparency reasons, the standard flow does not include an additional approval step.
Are there any pre-set flows, rules and processes for managing bad reviews and providing customer support?
Our moderation team will flag to the client account team if they see a review which they find particularly troubling or believe needs a quick response from the client. Your account team then forwards this information to you for further action. The process for handling such a review after this point is done on the client side. We can offer additional review response services, but this is not included as standard.
05. Personal data
Where is the personal data of the reviewers stored? And who owns the personal data — client or vendor?
The submitted data is owned by our clients. One2Five handles the data on behalf of the client.
Which party is the default owner of the reviews — the client or you, the vendor?
The client.
What options for integrations are there for sharing personal data? For example Microsoft Dynamics CRM and other customer data platforms.
It depends on the requirements, but API or manual data exports via the One2Five Review platform are possible. Tailored integrations can always be assessed and developed on demand.
06. Support & services
What type of customer support do you offer?
We offer personal customer support, with our dedicated Global Account Manager, Senior Project Manager and Technical Lead available according to client needs. Clients have dedicated resources to ensure a consistent overview of all account topics.
What are the support hours and methods (phone, email, chat, etc.)?
The level of support and contact is determined by the client and their needs — with some we have weekly calls, with others monthly. Usually, during implementation we have regular check-in calls to update on progress and discuss open topics. After implementation, the level of regular contact is determined in conjunction with the client.
For support topics, we have a service desk on which clients can raise a ticket via support link or email. This system helps us keep track and ensure accountability on all topics. Our service desk is staffed by your One2Five account team, so you will always receive a knowledgeable and personal answer. Your account team is always contactable via email and phone as well.
Do you provide dedicated account managers or support representatives?
Yes, you will have a dedicated Account Manager, Senior Project Manager & Technical Lead.
Are there additional costs for ongoing support or is it included in the package?
We include general account and technical support within our package; it is priced out clearly in our proposals for clarity.
07. Education & training
Do you offer training sessions or resources for users to learn how to use the tool effectively?
We offer personal onboarding for all team members who will be using the tool. We offer ongoing onboarding, meaning that if new team members need access to the tool, we will give this session when requested.
What kind of training materials or documentation do you provide?
The onboarding is done via video call so that there is the opportunity to have questions answered. We can also offer a screen-recorded onboarding if requested. Users also have access to news and support through the backend of the Review Platform.
Is there a structured onboarding process for new users?
If a new user is added to the tool, we will reach out with the login credentials. In this mail we provide onboarding information and offer an onboarding call. Onboarding calls can be requested by the client at any time.
Can you tailor training sessions to our company's specific needs?
Yes. One of the reasons we offer personal onboarding is to ensure the focus is on what the client or particular team member needs to know most.
08. Rollout & implementation
What does the implementation process look like? How long does it typically take?
The implementation process is designed to be tailored to individual client needs. We take the requirements and plan every step of the process with the client. Implementations can be flexible — if some features are needed faster and others later, we take this into the planning. Once requirements and priorities are clear, a timeline is agreed upon.
Without knowing the type of implementation, the client's needs and availability, it is difficult to estimate the duration. As a reference: a standard API implementation on websites can be achieved within 1–2 sprints of 2 weeks each. For several markets, we usually recommend working iteratively — once the first implementation is done, multiple implementations can be executed simultaneously.
Will there be dedicated assistance during the rollout and implementation phase?
Yes, there is the possibility to get a dedicated Project Manager and Technical Lead to support you and your team throughout the process. Additionally, our developer team — consisting among others of solution architects, requirements managers, frontend and backend developers, and testers — is at your disposal.
Do you provide guidance or best practices for integrating the tool with our existing systems or platforms?
Yes, our Technical Lead will align on any requirements for integrating with existing systems.
What kind of resources or support do you offer to ensure a smooth transition for our team?
Our strongest resource for ensuring a smooth transition is our people. We have a team which is dedicated to you and will be there from contract work all the way through onboarding and beyond. Our team includes various roles and skills including solution architect, requirements manager, frontend and backend developer, UX & UI designer, and tester. Additionally, for the technical side we provide detailed documentation.
09. Onboarding experience
How do you handle the onboarding process for new customers?
Prior to launch, we will have a tool and processes onboarding call — or an in-person event, depending on feasibility — for all involved. In this call we go over all the tool functions, features etc., and answer any questions. We can be flexible and have multiple calls/sessions if calendars do not allow attendance of the whole team. If requested, we can also share a screen-recorded onboarding video, which is like the live session but without the questions segment. Questions can always be taken via email as well.
Is there a designated onboarding specialist or team to guide us through the initial setup?
You will be assigned an account team for both the implementation and onboarding process. In the vast majority of cases, this team will also be your account team beyond that.
What resources or tools are available to help us during the onboarding phase?
From the technical perspective, we provide full technical documentation. Otherwise, you will have access to onboarding material as well as our dedicated account team.
10. Maintenance & upgrades
How frequently do you update or upgrade the software?
On average we have 4–6 releases per year. We release new versions of the software when we finish maintenance topics or release new features. The update frequency also depends on client-specific requests that might occur during a partnership.
What is the process for implementing updates or new features?
The process depends on what the update entails. Prior to and after release, we contact our clients to keep them informed. If we undertake a release which has implications for client use of the tool, your account team will get in touch to bring you up to speed. If it is a feature that has been requested by a client, they are informed/involved at every step of the way. We also update assigned users if needed via mail, as well as via our news section located in the client user interface of the Review Platform (backend). Releases are never done without alignment with the client and are scheduled and conducted with as little impact as possible on users and website visitors.
Are there additional costs associated with updates or upgrades?
Ongoing maintenance topics and general experience/performance upgrades we undertake are included for all clients at no extra cost. For tailored features that are not already present, there are additional costs involved, which will be scoped upon request.
11. Contract & terms
What are the contract terms, including renewal, cancellation, and any fees?
The detailed terms are usually documented in a Statement of Work paired with a SaaS contract, based on the final agreed requirements and scope. Services are contracted on an annual or bi-annual basis, which is part of the negotiation. The cancellation period for ending all services is generally 6 months' notice. The services, features and functionalities included are laid out in detail in the proposal and SaaS contract. There are no hidden fees. If there is a request which falls outside the agreed proposal, this will be handled transparently on demand, in good time with the client.
Are there any restrictions or limitations on usage that we should be aware of?
There are limitations regarding licenses and copyright which are stated in the SaaS contract:
- The customer receives the non-exclusive right to use the One2Five software from MSM.digital for the duration of the contract. The customer is not entitled to rent, lease or otherwise grant sublicenses.
- The customer may not change or remove any existing copyright notices from MSM.digital in the applications — if applicable, also from third parties.
- The customer may not use, copy, edit, or convert any part of the O2F software into any other form of expression ("reverse engineer", "reverse assemble", "reverse compile") in any way other than as described herein, unless such a conversion is provided for by express legal regulations.
- If the customer provides their own content in One2Five, they will ensure that the content provided does not violate legal prohibitions, morality or the rights of third parties (trademarks, name, copyright, data protection rights, etc.). MSM.digital is not obliged to check the customer's content and will not do this itself or through third parties. All consequences resulting from violations are borne by the customer, who will also indemnify MSM.digital from all third-party claims resulting from such violations.
For reference and illustration purposes, a standard draft of our SaaS agreement is available.
12. Other questions
What abilities are there within the tool to re-use review content for UGC marketing?
If the T&Cs between client and reviewers permit it, the content collected with One2Five can be re-used for UGC marketing. We apply and advise on T&Cs that ensure the necessary rights to re-use the content collected.
Example extract from T&Cs:
License to use of content "For any Content that you submit, you grant the Company including its affiliates a perpetual, irrevocable, royalty-free, transferable, sublicensable right and license to without limitation use, copy, modify, delete in its entirety, adapt, publish, translate, improve our products and services, use in conjunction with other works such as data analysis, create derivative works from and/or sell and/or distribute such Content and/or incorporate such Content into any form, medium or technology, in particular but not limited to for commercial and marketing purposes, throughout the world without compensation to you. For the avoidance of doubt, the rights granted herein may be sublicensed by the Company or its affiliates to third parties, including but not limited to the Company's or its affiliates' retailers, media agencies and distributors."
How does the integration of the tool and display on a website impact Core Web Vitals?
If performance becomes a factor, it is generally recommended to store the content to be displayed. We highly recommend utilizing our API or data feed via SFTP to store the content in a local database on your infrastructure for any case where performance is a factor.
Are the reviews crawlable when displayed on a website? Important for SEO.
Our standard review display solution provided by the platform supports crawlable review content. When instead utilizing the API / data feed, you are accountable for the display — and in this scenario, our advisory ensures your team meets all criteria to utilize all the benefits.
Is it possible to send ratings and reviews data to product feeds such as Google Shopping and Meta?
This depends on the T&Cs between the client and the reviewers, and the policies provided by Google and Meta. In general, the reviews collected with One2Five are verified for publishing on third-party platforms. You can publish the reviews, for example, as a merchant on Google Shopping.
Publishing product reviews on Meta via product feeds automatically is currently limited by Meta. There are possible workarounds which can be used instead to publish native reviews, though.
What tools are at our disposal for using the system in multiple languages?
For example: translating reviews from one market/language to display in another market/language; using the tool in different languages; reading and responding to reviews via translation, to manage reviews in many different languages.
The interface of the One2Five platform for your users to manage reviews is available in multiple languages; further required languages can be added if needed. Review content in the One2Five backend (for your team) is currently shown in the native language as submitted. When publishing review content cross-market, we use the Google Translation engine. The assets/widgets required for review collection (mail templates, display, submission form) are available in multiple languages. Any missing language can be added at any time.