Trustpilot is a customer review management platform that helps online businesses to establish a trusted brand and connect with customers by collecting reviews and gathering feedback. The solution helps businesses improve customer experience, showcase their reputation, and amplify their presence online, as well as increase overall conversions and sales. Trustpilot’s key features include review reporting and analytics, review invitations and reminders, rich snippet stars, on-site review widgets, Google seller ratings, and more.
Organizations can get an immediate review boost by sending out ‘kickstart’ invitations to invite past customers to leave a review. Accounts can also be set up to automatically send a custom branded review invitation after a purchase is made, which can be sent from Trustpilot.com, or the brand’s domain, using Trustpilot’s optimized review templates. With embedded review forms, organizations can collect reviews directly from their business website, while review reminder emails automatically remind customers to leave a review. Collection rates, sources, and TrustScore changes can be tracked using Trustpilot’s built-in analytics dashboard. Users can also monitor traffic and impressions via Google search statistics, and learn exactly how visitors find the brand’s Trustpilot company profile online.
Organizations can automatically share reviews on their Facebook page using Trustpilot’s Facebook app, as well as share reviews with a single click on Twitter and Google+. Seller ratings and gold stars can be added to AdWords to increase click-through rates and earn more qualified leads. Twenty-five pre-designed ‘TrustBoxes’ help showcase ratings and reviews, and can be displayed by pasting code snippets into the website’s HTML. Marketing assets such as the Trustpilot logo, icons, and stars help boost credibility on various advertising channels. Additional platform features include a built-in split testing tool, Google rich snippet stars, review notifications, multiple user access, and reviews export capability.
- Trustpilot makes it really difficult for people or companies to leave 'fake' reviews and makes it easier for the public to detect if and and when businesses are trying to suppress complaints posted on the platform, therefore making it an extremely trustworthy review platform
- Trustpilot has a brilliant intuative interface and is very easy-to-use
- Invitation functionality is extremely useful, meaning we can quickly and easily send invitations to newly switched customers to ask for their experiences
- Bcc invitation funtionality also particularly useful for customer service teams who can use this feature at the end of communication with a customer who will then automatically recieve an invitation request from Trustpilot without internal employee having to do anything except Bcc an email address
- Quite a few good integration option
- Ability to contact a reviewer directly if they are a verified review which can be useful if they have raised any issues or queries in their review
- Responding to reviews directly is easy
- The 'Image Generator' integration only allows you to use a certain amount of text from a review to generate an image for social media, which ends up meaning some reviews do not make sense as it has cut a chunk of text off
- Would be good to have more customisation when it comes to analytics
- Customer support lacking, have contacted support a couple of times for account issues and communication is really low and information lacking when they do respond, I gave up with one issue because the response was terrible
Thanks for the feedback. We love hearing that you're enjoying a seamless Trustpilot experience so far.
We'll be sure to let the team know of your feedback regarding our image generator and the cut off of text. We'll also let our support team know of your comments so we can improve our service. Please don't hesitate to get in touch in the future with any questions or concerns.
I find the platform easy to use, turn around time to emails is quick, but it's always the same response when you come across challenges, in unique situations.
Response to remove a review if it's on the incorrect company profile is also excellent. Clients, very rarely, rate one star instead of five, a request to change this to five stars, even though the review speaks for itself, is never honoured. Otherwise, it's an excellent resource!
I appreciate the transparency in how clients are able to voice their experience. Clients are able to write a review with the understanding that it is entirely unbiased in how it will be published. The invitation functionality is very useful, particularly in its ability to utilise the unique reference number, to understand which client the review comes from, who assisted them within the company and how the client came to have that [articular experience.
They often do not consider unique situations which are outside their rules. i.e. people who enquire once and then give one or two stars, because they aren't able to financially commit to the services should not be rating a company's overall service. It is a service they did not use at all.
There should be a way to protect businesses from individuals who unreasonably threaten social media ruin unless they are financially compensated. Particularly when the business has evidence that the individual is not justified in their demand.
Thanks for taking the time to leave us a review! It's great to hear you're enjoying the many features Trustpilot offers to collect customer feedback. We know we're not perfect and will definitely take your suggestions into consideration for future improvements to our site.
We hope you continue powering your business forward with Trustpilot reviews!
The primary benefit is that we are able to promote a message of trust to our potential customers with highly visible assets. Gathering reviews on such a large scale ensures the quality of service is made clear and we believe this is vital in our marketing in the early stages of the sales funnel.
With so much of it being automatic is has also saved us countless man hours that would otherwise be devoted to requesting and processing feedback/reviews.
The ability to collect and moderate reviews is made really easy in their business portal and API links. We are able to send out invitations to reviews automatically to our customers which then enables us to collect a lot of great feedback, but also important constructive criticisms.
The stringent rules on who can leave a review ensures that sabotage is non-existent. Only customers who have proved they have had a direct buying or service experience are allowed to review, meaning spam or malicious negative reviews are taken care of quickly. The compliance team at Trustpilot is great for this.
The features that they enable us to embed into our marketing and online material (on the upgraded package) offer a great additional trust element to our brand message that is easy to use and easily customised.
Customer support is really lacking when it comes to communications regarding account issues. Billing problems result in downgrading of the account and almost complete loss of functionality with no warning, despite having a dedicated account manager.
Trying to get assistance from their customer support team late in the afternoon or on a Friday is impossible as you get sent around in circles emailing/calling different people.
Thanks for the review. It's great to hear you're enjoying collecting customer feedback on Trustpilot.
We apologize for any trouble you've had when trying to get in touch with the team. We've let them know of your comments so they can improve on this ASAP - it's never our intention to send you in circles.
Please don't hesitate to contact us with any other questions so we can do our best to improve your Trustpilot experience.
We have been able to collect customer reviews for our services and are working on implementing product reviews which will also we very helpful to our business. I would definitely recommend others to use this platform as it is helpful and easy to use. My only reason for 9/10 would be the feedback I have regarding customers being able to leave reviews without a verified name and/or email address. It makes it really difficult for us to check customer accounts without their name and email address. We try to respond to the review for customers to contact us but they never respond back with more info so we can help. We have also been able to help many customers but there is no option to request an updated star review and customers have mentioned how difficult or unclear it is for them to update the star rating and can only add text to their negative review, yet we still have the negative star rating. We should be able to dispute reviews that have been resolved through TP or outside of Trustpilot at which point TP would verify through the customer.
I like the ease of use for both our customers and our team. It is fairly easy to navigate as we work to collect reviews. It is easy to filter through reviews and the widget on our website looks great. I haven't taken full advantage of Customer Support but the few times I have, it's always been easy and my questions get answered.
I do not like that customers can leave a review with an unverified name/account such as "Customer" or a nick name which makes it difficult for us to look into their account and further assist them. SOMETIMES we can click their nickname and their email address will show, but this is not the case for all.
Furthermore, we cannot send a private message which makes it difficult to discuss personal account info or if we don't have their real name, we can't reach out publicly AND privately to ask for their account name/info/etc.
Lastly, customers we have resolved issues for try to login and update their review but have a difficult time doing so. At most, they just add to the text and say we helped them but can't update the star rating or review entirely. With that, there is no place for us to notify Trustpilot that the review has been resolved. It would be super helpful if we could "dispute" reviews that were already resolved and TP can contact the customer to verify.
Thanks for taking the time to leave us a review. We're glad to hear you're finding it easy to navigate through our platform.
We do allow consumers to make a username of their choice. However, we have added the Find Reviewer tool that does allow you to find some more information about the consumer. If you have any questions on how to use this, please don't hesitate to contact us.
We hope you'll continue powering your business forward with Trustpilot reviews!
We had an issue with the software last year. I tried reaching out globally to an Trustpilot representative. Very little luck. So I did find the email address of the founder and send an email to him - which let to results within the hour. After this experience I had another incident - had better availability to reach the help desk, however they were not available on the posted hours for the US tech support when calling.
We have been on Trustpilot for several years and obviously like it. I recently spoke to an account representative - all she wanted to do was push the flavor of the month and was not really familiar of who we are. It would be really nice if she would have known a little bit about us before the call.
Overall Trustpilot is a good choice for your business - they do need to figure out the customer service component though, specifically training and how to perhaps address some of the "uniqueness" of being global (not an easy task)
The grading system is the toughest one around and as such lends credibility to our business.
I find the algorthim to move up in your rating too tough. It seems to takes forever. I would add a feature where it calculates of how many 5 star reviews you need to receive in order to move the dial of the Trustscore
Thanks for taking the time to leave us a review! It's great to hear you're enjoying using our platform to collect customer feedback.
It's definitely not our intention to provide poor customer service and we're so sorry to hear that you're experience with our Support Team and your Customer Success Manager hasn't been the best. We've let them know of your feedback so they can improve in the near future.
Free: $0 per month
Lite: From $299 per month (paid annually)
Pro: From $549 per month (paid annually)
Enterprise: contact Trustpilot
Below are some frequently asked questions for Trustpilot.
Trustpilot offers the following pricing plans:
Starting from: US$299,00/month
Pricing model: Free, Subscription
Free Trial: Available
Free: $0 per month
Lite: From $299 per month (paid annually)
Pro: From $549 per month (paid annually)
Enterprise: contact Trustpilot
Trustpilot offers the following features:
Trustpilot has the following typical customers:
Large Enterprises, Mid Size Business, Small Business
Trustpilot supports the following languages:
Danish, Dutch, English, French, German, Italian, Spanish, Swedish
Trustpilot has the following pricing plans:
We do not have any information about what devices Trustpilot supports
Trustpilot integrates with the following applications:
Carsforsale.com, Epos Now, Fomo, Hootsuite, Instapage, LeadMaster, LoyaltyLion, Mailchimp, Pure360, Zendesk
Trustpilot offers the following support options:
FAQs, Online Support, Phone Support