Trustpilot

Trustpilot

Customer review management platform for online businesses

4.6/5 (441 reviews)

Trustpilot Overview

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.

Pricing

Starting from
$299/month
Pricing options
Free Trial
Free
Subscription
Value for money

Devices

Business size

S
M
L

Markets

Asia, Brazil, China, Europe, Japan and 3 others, Latin America, Middle-East and Africa, United States

Supported Languages

Danish, Dutch, English, French, German and 3 others, Italian, Spanish, Swedish

Trustpilot Reviews

Overall rating
4.6/5
94% positive reviews
297
Excellent
117
Very good
20
Average
4
Poor
3
Terrible
Williamd H.

It's nice

Used Daily for 2+ years
Reviewed on 2019/01/25
Review Source: Capterra

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!

Pros

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.

Cons

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.

Response from Trustpilot

Hi there,

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!

Rating breakdown

Value for Money
Ease of Use
Customer Support

Likelihood to recommend

9.0/10
Jonny C.

Great features, not so great customer support

Used Daily for 2+ years
Reviewed on 2018/07/31
Review Source: Capterra

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.

Pros

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.

Cons

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.

Response from Trustpilot

Hi Jonny,

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.

Rating breakdown

Value for Money
Ease of Use
Customer Support

Likelihood to recommend

6.0/10
Gjenes B.

Simple Platform for Customers & Businesses

Used Daily for 2+ years
Reviewed on 2018/03/05
Review Source: Capterra

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.

Pros

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.

Cons

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.

Response from Trustpilot

Hi Gjenes,

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!

Rating breakdown

Value for Money
Ease of Use
Customer Support

Likelihood to recommend

9.0/10
Silke P.

Great software, have used it for years

Used Daily for 2+ years
Reviewed on 2019/01/24
Review Source: Capterra

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)

Pros

The grading system is the toughest one around and as such lends credibility to our business.

Cons

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

Response from Trustpilot

Hi there,

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.

Rating breakdown

Value for Money
Ease of Use
Customer Support

Likelihood to recommend

8.0/10
Lovely K.

Helpful for taking a new decissions

Used Other for 2+ years
Reviewed on 2018/07/22
Review Source: Capterra

If you have any good or bad feelings about any company/business then Trustpilot can be your one of the best selection to express your feelings.
I just use this to get exact information and clear concept about a business. I think this website can help you in this specific way.

Pros

There are many world-class review platform for any general products, services or company. I know few few of them, for example- SiteJabber, Trustpilot, BBB, Highya etc. But, Trustpilot is one of the best review platform. Because, in Trustpilot I can find lot's of reviews under any businesses or products. That really help me to take decision before buying any products or services from a company. Trustpilot helps by showing Good and Bad reviews in the same place, so it is very easy to compare all the feedbacks and there is less chance to be misguided. Really love this customer review management website very much!

Cons

This is honestly a great platform to express customer's feelings about a business. But, sometimes they can put many fake reviews. Though, Trustpilot has the most powerful review filtering system that's why I can not believe all the reviews 100%. But, Trustpilot can give you a clear concept about a business.

Response from Trustpilot

Hi Lovely,

Thanks for the review! We're so happy to hear you've found Trustpilot to be one of the best review platforms.

We do have many ways we fight fake reviews and misuse of our site. You're always free to notify our team if you think any review goes against our guidelines.

Let's upgrade the world with reviews!

Rating breakdown

Value for Money
Ease of Use
Customer Support

Likelihood to recommend

10.0/10

Trustpilot Pricing

Starting from
$299/month
Pricing options
Free Trial
Free
Subscription
Value for money

Free: $0 per month

Lite: From $299 per month (paid annually)

Pro: From $549 per month (paid annually)

Enterprise: contact Trustpilot

Trustpilot Features

  • A/B Testing
  • API
  • Engagement Analytics
  • Monitoring
  • Social Media Integration
  • Social Network Marketing
  • Third Party Integration

  • Activity Dashboard
  • Campaign Analysis
  • Campaign Management
  • Content Management
  • Customizable Branding
  • Customizable Templates
  • Data Import/Export
  • Drag & Drop Interface
  • Multi-Channel Marketing
  • Real Time Analytics
  • Real Time Data
  • Reporting & Statistics
  • Tagging

Additional information for Trustpilot

Key features of Trustpilot

  • App integrations
  • App integrations
  • Automatic invitations
  • Automatic review reminder emails
  • Business generated links
  • Collection analytics
  • Company profile page
  • Customer API
  • Customer engagement center
  • Customer review platform
  • Customized invitations
  • Dashboard analytics
  • Embedded review forms
  • Export reviews
  • Help desk
  • Inbox / queue management
  • Known issue management
  • Multiple user access
  • Negative feedback management
  • New review notifications
  • Public API
  • Request reference number
  • Response management
  • Response management
  • Review collection
  • Review forms
  • Review monitoring
  • Review monitoring
  • Review notification
  • Review request
  • SEO Trustbox
  • Social sharing
  • Split testing tool
  • Trustpilot marketing assets

Benefits

  • Automate the customer review collection process seamlessly into the brand's customer journey and monitor customer feedback to resolve issues for any unsatisfied customers, and respond to customers publicly.

  • Trustpilot helps drive more traffic from both paid and organic search results with Google seller ratings for increased CTR and conversions on paid ads.

  • Create genuine social proof by leveraging Trustpilot ratings and reviews at key conversion points to increase on-site conversions and sales.

  • Boost organic search results and online visibility with Trustpilot by displaying content that improves SEO with highly relevant keywords and rich snippet stars.

  • Connect with favorite third party tools thanks to Trustpilot's dozens of integrations with apps such as Zendesk, Magento, Hootsuite, Salesforce, Zapier, Prestashop, Mailchimp, and more.

  • Trustpilot FAQs

    Below are some frequently asked questions for Trustpilot.

    Q. What type of pricing plans does Trustpilot offer?

    Trustpilot offers the following pricing plans:

    Starting from: $299/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

    Q. What are the main features of Trustpilot?

    Trustpilot offers the following features:

    • App integrations
    • App integrations
    • Automatic invitations
    • Automatic review reminder emails
    • Business generated links
    • Collection analytics
    • Company profile page
    • Customer API
    • Customer engagement center
    • Customer review platform
    • Customized invitations
    • Dashboard analytics
    • Embedded review forms
    • Export reviews
    • Help desk
    • Inbox / queue management
    • Known issue management
    • Multiple user access
    • Negative feedback management
    • New review notifications
    • Public API
    • Request reference number
    • Response management
    • Response management
    • Review collection
    • Review forms
    • Review monitoring
    • Review monitoring
    • Review notification
    • Review request
    • SEO Trustbox
    • Social sharing
    • Split testing tool
    • Trustpilot marketing assets

    Q. Who are the typical users of Trustpilot?

    Trustpilot has the following typical customers:

    Large Enterprises, Mid Size Business, Small Business

    Q. What languages does Trustpilot support?

    Trustpilot supports the following languages:

    Danish, Dutch, English, French, German, Italian, Spanish, Swedish

    Q. What type of pricing plans does Trustpilot offer?

    Trustpilot has the following pricing plans:

    Free, Subscription

    Q. Does Trustpilot support mobile devices?

    We do not have any information about what devices Trustpilot supports

    Q. What other apps does Trustpilot integrate with?

    Trustpilot integrates with the following applications:

    Carsforsale.com, Epos Now, Fomo, Hootsuite, Instapage, LeadMaster, LoyaltyLion, Mailchimp, Pure360, Zendesk

    Q. What level of support does Trustpilot offer?

    Trustpilot offers the following support options:

    FAQs, Online Support, Phone Support