Case Study: Trustpilot increases CSAT by 20% with Zendesk Support

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 enough to strain its support processes and increase pressure on its team. To serve customers across channels and languages without adding unnecessary cost, the company looked for a more efficient way to handle support and self-service.

Trustpilot implemented Zendesk Support, along with Zendesk Guide and Zendesk Chat, to power its support center, help users find answers, and route requests with relevant articles. The result was a 20 percent increase in overall CSAT, a 55 percent decrease in email volume, a 42 percent drop in inbound calls, and a 35 percent decline in incoming ticket traffic after the new submit request form was introduced.

Trustpilot

Tonni Buur

Vice President of Support