How Trustpilot uses Zendesk Support to be the most trusted online review community on the market

Published August 2, 2016
Last modified August 2, 2016

For some, making a purchase online can seem like a shot in the dark. It’s hard to be sure about the quality of a product, how long it takes to arrive, or what the organization’s customer service is like. Others use Trustpilot. Trustpilot, founded in 2007, helps consumers make more informed purchase decisions by providing a platform for user-generated reviews of online businesses. Today, consumers in 120 countries have access to over 20 million reviews written in 20 languages.

People use Trustpilot because they know that what they are reading is reliable—each review is evaluated to ensure proof of purchase, and all fake reviews are removed. The assurance consumers find in Trustpilot translates to increased sales for organizations, which in turn heightens the need for customer support and review maintenance.

As Trustpilot shared, they used email and Google Docs prior to 2012 to track any review-related inquiries and cases. Every time a case escalated, it had to be flagged and manually entered into Google Docs, updated, and reviewed. The process was laborious, and couldn’t support the traffic Trustpilot received. “We were faced with the challenge of how to grow the business and use less [resources],” recalled Tonni Buur, head of Trustpilot’s worldwide support team. “We wanted to make every interaction with customers an effortless experience so they could maximize their value using our services through their preferred channel in their native language.” This sparked a search for a standardized solution that would provide agents with tools to address high volumes of customer concerns, and managers with the visibility to effectively manage their teams.

In their search, Trustpilot discovered Zendesk, and began by building their Support Center, a responsive help center that utilizes forms and smart search functionality. The Trustpilot Support Center allows users to find the answers they are looking for before reaching out to the Trustpilot support team, reducing the load placed on agents and minimizing the cost of support staff. Next came the implementation of Zendesk Chat, further increasing productivity by allowing agents to handle multiple tickets simultaneously. “Our agents can handle three to four chats compared to just one phone call. Why spend a couple of days on email flow when you can solve a chat within a few minutes?” Buur said.

Since Guide and Chat's implementation, inbound calls have decreased by 44 percent and email volume has decreased by 55 percent. What does this mean for Trustpilot? More money, time, and resources—a high return on investment.

In a recent report, Nucleus Research highlighted Trustpilot’s annual benefit of over $428,000—an ROI of 1272 percent. That’s their investment paid back in a single month. What’s more, an analysis of the organization’s key costs and benefits of implementing Zendesk products revealed a cost-benefit ratio of less than one to three.

In an industry that works to serve the public, success is measured by a company’s ability to satisfy its customers. Trustpilot’s incorporation of Zendesk’s technology has helped it register an overall 20 percent increase in customer satisfaction. Good feelings multiply.

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