Create customer confidence with Trustpilot, the world's most powerful review platformbuitlon honesty and transparency. Trustpilot is the peoples' choice for reviews. With over 200,000 businesses reviewed, 50 million reviews, and 1.1 trillion ratings and reviews displayed in Google annually, companies use Trustpilot to establish credibility and improve their reputation. Our powerful platform enables busuinesses to automate the review collection process, gather feedback, analyze sentiment, improve organic search results, increasepaid search performance with Google Seller Ratings, and amplify your online presence.
Today, customer reviews might well be an online currency. What your customers say about your brand have more value than any million-dollar advertisem*nt you might broadcast.
Our recent review of Trustpilot, an innovative platform for companies to collect organic customer reviews, goes in-depth into how it works and how you can use it to optimize the online presence of your business.
Customer experience matters greatly, and Trustpilot is here to help you leverage organic customer reviews in order to build your brand image online.
With Trustpilot, you can use online reviews, whether positive or negative, to their fullest potential. Customer reviews have become a major factor that informs a consumer’s final choice to purchase a product/service. Organic customer reviews can become an integral part of your marketing strategy: Trustpilot will help you figure out exactly how.
Trustpilot is an open online review management platform. It is, in fact, one of the largest online review communities in the world. It allows customers to share genuine experiences they have had with the product/service of a company. The platform is geared towards driving open conversations between customers, which in turn provides useful, actionable insights to businesses, allowing them to improve on the basis of the feedback received.
Any company with an online presence, which is a given in this hyper-digitized age, can benefit immensely from collecting reviews on Trustpilot.
OnTrustpilot, customers can leave organic reviews of companies they have had a genuine buying experience with. Employees of an organization can give an accurate representation of what working with that company is really like, even though it’s not exactly an employer/organization review website like, say, Glassdoor.
Trustpilot allows you, the company, to actively invite customers to leave reviews that describe their experience with your company. And while it is more likely that the users who take the time out of their day to write an honest review may do so because they had a negative experience. But this leads to a much more well-rounded view of the company than a fake, engineered view that only reflects 5-star ratings and positive reviews, a view that most customers are intelligent enough to see through. Businesses that don’t realize this will not last long: you can’t build genuine customer loyalty if you’re lacking in the integrity department.
While there are a few advantages that the paid plan has over the free plan, namely, more customers, social media link-ups, and a majority of the integrations/widgets, the free plan still includes the company profile, and companies can still send up to 100 invitations to collect organic reviews. So, having a free Trustpilot account is better than not having one.
Trustpilot Modules
So, without further ado, here’s a walk-through of Trustpilot’s modules:
1. Invitations
The first step is making your customer aware that they can provide useful feedback through Trustpilot. On Trustpilot, there are a number of ways you can invite your customers to leave reviews for your company. You can automate your invitations using the in-house “Automated Feedback Service”. Additionally, it has certified tie-ups with eCommerce platforms such asMagento,Shopify,Woocommerce,MailChimp, and others. This means that your invitations will go out consistently once you’ve set it up; there is no additional work required.
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2. Service Reviews
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Once customer reviews start coming in, you can respond to them under this section.
Service reviews are a great way to engage effectively with your customers; you can thank them for taking out the time to review your service. If you receive criticism, you can address it publicly, which gets you brownie points.
The negative reviews, especially, should be responded to because it helps increase business and helps the customer fixes whatever went wrong. It is more expensive to find a new customer than to fix a problem for an existing one.
Moreover, the customer can always change their review, if only to reflect that your company did a good job dealing with their grievance. Every negative review is an opportunity to turn things around that your business should employ gracefully.
Defamatory/offensive content on reviews can be reported. Spam reviews or reviews that are possibly written by competitors can also be reported. These reviews get temporarily hidden and are sent to the compliance team, who proceeds to reach out to the reviewer and ask them to edit the offensive part of the review. If the reviewer complies, the review is reinstated; if not, it is taken down.
Trustpilot’s compliance team is the factor that differentiates it from other review websites. It has a dedicated compliance team, and the only way to get any review or rating changed is by getting it through the compliance team. The platform is insistent on the integrity of its reviews, always.
For suspicious reviews, the Trustpilot Compliance Team relies on software that scans all reviews, looking for factors that might seem suspicious such as
- Odd patterns
- IP Address used for different reviews
- Reviews from countries where the company doesn’t sell its products
- Type of device through which the review is inputted
3. Integrations
Trust box allows users to take advantage of a wide range of integrations, ranging from inbuilt Trustbox integrations to integrations with popular apps and services.
Here are some of the notable ones:
Trust box Integrations
These are various types of customizable widgets that customers can put up on their website to showcase star ratings or reviews received by their company on Trustpilot.
For example, the most popular one, ‘Carousel’, lets you display the 15 latest reviews on your website or customize the reviews which will be displayed; for example, you can choose to display reviews with only 4 to 5-star ratings. The Trustpilot logo on the widget will redirect to the company’s profile on its website, where a customer can view a complete picture of the company.
Another example is the Trustpilot Signature: an email signature for businesses wanting to use it.
Bonus: Enable Rich Snippets!
“Enable Rich Snippets” is a special feature to enhance your SEO and drive more organic traffic to your product pages. Earn Rich Snippet Stars in organic search results, which will show up whenever someone searches for your product on Google.
Any widgets that display reviews can be powered with Rich Snippets. If you see the gold search star on Google, it implies that there are reviews to read on that product’s website.
Image Generator
Pick from over 200000 stock images across hundreds of categories and transfer your review onto it. The image generator creates a professional-looking review image that you can use for your website, social media, or any other promotional media. It allows you to download or post the image directly to Facebook, Twitter, Google+, or LinkedIn. You can even customize the sizes for specific social media websites.
Facebook Page Integration
The integration adds a Trustpilot reviews tab, which allows customers to read the live feeds of reviews of your company without having to leave the company’s Facebook page.
Zendesk integration
Zendeskis a wildly popular customer service app. The integration allows customers to monitor and respond to reviews within the existing workflow. Choose how you want to monitor reviews. For example, suppose you want to sort by star reviews and get notified for negative/ one-star reviews. In that case, it will automatically log a ticket in Zendesk for the customer service team to respond to accordingly.
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Google Seller Ratings
Trustpilot is a Google partner, which means that it sends company reviews to Google to qualify them in order to get Google seller rating stars on their paid ads.
APIs
Create custom apps or integrations with Trustpilot‘s robust API offerings. Do anything you can do within its platform on your own custom app using the API.
4. Marketing Assets
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Companies get access to Trustpilot brand assets, such as incorporating Trustpilot rating and review content in banner ads, marketing material, promo pics and etc. Incorporating user-generated content into their marketing material has enhanced the success of many companies. Trustpilot’s Marketing Assets allow its customers to take full advantage of that.
5. Analytics
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This feature is still in the development/beta phase. The Analytics section gives an overview of performance on Trustpilot. Here you can see the origin of reviews by language, collection methods, and other categories.
Other details you can review are your ratings over a period of time, the number of invitations sent, and the conversion rate (reviews per invitation). It is always looking to increase your conversion rate, and analytics is the starting point for how to go about the same.
6. Product Reviews
Product reviews remain on the company’s website so that they can avail the SEO benefits of that. However, the reviews are also accessible by the company on the Trustpilot platform, where they can reply to the reviews, ask for moderation if needed, interact with reviewers, etc.
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7. Company Profile
The company profile consists of the information that will be made visible on the company’s public-facing page on Trustpilot. It has options such as basic information, a Promotion box, a guaranteed box, and a Facebook box, allowing them to add themselves to a category. The information is custom, and companies can reflect whatever it is that they want to say to present an accurate picture to the reviewers. Companies can add as many users as they want.
8. Support Center
Although it has a dedicated Customer Success team, adequate information is available in the Trustpilot Support Center. Anything that a company might need to make their investment in Trustpilot a success, it’s in there.
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9. Trustpilot Labs
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The Trustpilot Lab contains new features/integrations that are in development by the product development team. Trustpilot customers can take these for a whirl and try them before they are made live. Trustpilot makes a point to work closely with its customers to deliver features that they like working with and which are actually useful to them.
The most popular Trustpilot features that have emerged are the image generator, compliance management, and direct connections with social media, which gives weight to the notion that customers appreciate that it is aconsumer-facing brand in addition to being a company-facing brand.
Trustpilot helps companies to enhance their existing online presence or build one from scratch using genuine customer reviews. With Trustpilot, your customers and potential customers get a chance to see the “real” face of the company instead of the perfectly curated version that most companies prefer to showcase to all stakeholders, especially to their customers.
As an expert in online reputation management and customer feedback platforms, I've had extensive experience with various tools and services designed to build and enhance a company's digital presence. Trustpilot is undeniably a key player in this arena, offering a robust platform that empowers businesses to leverage customer reviews for credibility and reputation management. My insights into Trustpilot stem from practical application and a deep understanding of its features and capabilities.
Let's break down the concepts and features covered in the article:
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Trustpilot Overview:
- Trustpilot is positioned as the world's most powerful review platform, built on the principles of honesty and transparency.
- It boasts an impressive track record with over 200,000 businesses reviewed, 50 million reviews, and 1.1 trillion ratings and reviews displayed in Google annually.
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Importance of Customer Reviews:
- Emphasizes the significance of customer reviews as a valuable online currency, often carrying more weight than million-dollar advertisem*nts.
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Trustpilot as an Open Review Management Platform:
- Trustpilot is highlighted as an open online review management platform, one of the largest in the world.
- It facilitates genuine customer experiences to be shared, fostering open conversations between customers and providing actionable insights to businesses.
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Benefits of Trustpilot for Businesses:
- Businesses with an online presence can benefit immensely from collecting reviews on Trustpilot.
- The article emphasizes the importance of genuine customer loyalty and integrity in building a brand.
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Trustpilot Modules:
- The article outlines Trustpilot's modules, starting with Invitations, which involves actively inviting customers to leave reviews.
- Service Reviews are discussed as a means to engage effectively with customers and address both positive and negative feedback.
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Trustpilot Compliance Team:
- Trustpilot's dedicated compliance team is highlighted as a differentiator, ensuring the integrity of reviews through thorough scrutiny.
- Factors considered by the compliance team include odd patterns, IP addresses, and review input details.
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Trustpilot Integrations:
- Trustpilot offers a range of integrations, including Trustbox integrations, Facebook Page Integration, Zendesk integration, and Google Seller Ratings.
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Marketing Assets and Analytics:
- Trustpilot provides marketing assets, allowing companies to incorporate Trustpilot ratings and reviews into their promotional materials.
- The Analytics feature, though mentioned to be in development, offers insights into performance, ratings over time, invitations sent, and conversion rates.
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Product Reviews and Company Profile:
- Product reviews remain on the company's website for SEO benefits, and the Company Profile on Trustpilot allows customization for an accurate representation.
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Support Center and Trustpilot Labs:
- Trustpilot offers a Support Center with comprehensive information for companies to succeed in using the platform.
- Trustpilot Labs showcase new features and integrations in development, allowing customers to try them before they go live.
In summary, Trustpilot serves as a comprehensive platform for businesses to actively manage and leverage customer reviews, fostering transparency and authenticity in the digital landscape. It enables companies to build and enhance their online presence while prioritizing genuine customer feedback and experiences.
