Case Study: Trustpilot achieves 20% higher CSAT with Zendesk Guide

Trustpilot’s use of Zendesk products has helped it increase overall CSAT by 20 percent

Trustpilot, one of the world’s largest sources of user-generated business reviews, grew quickly and put strain on its support processes. To keep service available across preferred channels and languages without increasing costs, the company turned to Zendesk Guide and other Zendesk products.

Trustpilot created a Support Center using Zendesk Support forms and smart search, then added Zendesk Chat to its support offering. The result was a 35 percent decline in incoming ticket traffic, a 55 percent decrease in email volume, a 42 percent drop in inbound calls, and a 20 percent increase in overall customer satisfaction.

Trustpilot

Tonni Buur

Vice President of Support