Case Study: Trustpilot achieves 20% CSAT increase and major contact volume reductions with Zendesk

Trustpilot + Zendesk Self-service and live chat support rapid growth

Trustpilot, a global platform for consumer reviews with more than 17 million reviews in 65 countries, experienced explosive growth that strained its customer-support operations. Rapidly rising ticket volumes, emails and calls forced the company to find a scalable, multilingual, multi‑channel way to support a global community while keeping costs and resources under control.

Trustpilot launched a responsive Support Center using Zendesk Support, Guide and Chat—introducing a smart Submit Request form, search-driven self-service and live chat. The changes cut incoming tickets by 35%, email volume by 55% and inbound calls by 42%, raised overall CSAT by 20%, and sped resolution times (tickets resolved within 2 hours up 12%, tickets taking >8 hours down 12%).

Trustpilot

Tonni Buur

Vice President of Support