Case Study: Trustpilot achieves unified customer data and faster insights with Segment

How Trustpilot Analyzes the Entire Customer Experience

Trustpilot, a Copenhagen-based reviews platform, faced fragmented customer data across Salesforce, SendGrid, Zendesk and other tools, which made answering cross‑channel questions slow and left reporting stuck in the limitations of individual systems. The company needed a single source of truth so product, sales and support teams could run meaningful analyses without long wait times or heavy ops support.

By using Segment Sources to push CRM, email, support and in‑app data into Redshift and building dashboards in Chartio, Trustpilot can run quick ad hoc SQL queries, join product and customer records, and surface insights like high‑value customer behaviors, ticket drivers, and bounce/fraud sources. What used to take hours of bespoke reporting now refreshes in minutes, empowering teams to test hypotheses, prioritize fixes, and make faster data‑driven decisions while reducing integration and maintenance overhead.

Trustpilot

Ole Dallerup

Vice President of Engineering