Case Study: Trustpilot achieves 55% fewer emails, 42% fewer calls, and 20% higher CSAT with Zendesk Messaging

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

Trustpilot, a global consumer-review platform, faced rapid growth that strained its support operations: skyrocketing reviews and international users meant inbound tickets and costs were rising fast while customers expected effortless, multilingual help. The company needed a way to scale support without proportionally increasing resources or degrading the customer experience.

Trustpilot built a responsive Support Center using Zendesk Guide, Support, and Chat—adding smart search, integrated submit-request forms, and live chat. The changes cut incoming ticket traffic by 35%, reduced support emails by 55% and phone calls by 42%, improved CSAT by 20%, achieved a 98% self-service success rate and faster resolutions (12% more tickets closed within 2 hours), and delivered strong ROI.

Trustpilot

Tonni Buur

Vice President of Support