connexio.dk

With Trustpilot, consumers have a platform where they can share their experiences and help other consumers make informed purchasing decisions. For businesses, the platform provides the opportunity to communicate with consumers about their experience with the company's brand, products and services. For customer service, it's about embracing this opportunity.

It means a lot to potential customers that they can see how others perceive a company's products and their buying experience. That's why Connexio advises businesses to encourage their customers to review them on Trustpilot.

Customer experiences are also effective feedback to improve your business. Feedback that can be used in a concrete and constructive way. Trustpilot should therefore also be seen as another opportunity for dialog with the customer, which can be translated into good customer service.

See also: Knowledge capture is the foundation of customer service

Whether the feedback on Trustpilot is positive or negative, it's an expression of commitment from a customer that the company should always acknowledge. Therefore, one of the first things Connexio does when helping a company with Trustpilot is to make sure that all comments are responded to. This is important in order to respond to each individual customer on their specific feedback, but a reply to a comment is also a communication to all potential customers who read the comment on Trustpilot.

A negative review can contain important feedback. Therefore, it's a good idea to contact the customer in question, for example via email, to ask questions and learn more about how to improve the buying experience. In addition to the valuable input, the contact itself - the fact that the customer is taken seriously - also helps to improve the buying experience and turn the negative experience into something positive.

The next step, once all inquiries have been answered and a system is in place to handle this, is to encourage the company's customers to review the company on Trustpilot. This part can be automated so that all customers automatically receive an email a few days after the purchase with this invitation.

See also: Create value with systematic knowledge about your customers

A concrete example of how systematic work with Trustpilot can improve customer service is Simply Cosmetic, which improved its rating on Trustpilot from 3.5 to 4.5 stars in just a few weeks. Five stars is the highest rating. Here, Connexio just started by giving all customers a response on Trustpilot and customers with negative comments received a personalized response asking for feedback on what Simply Cosmetic can do better.

"Today, our customers not only mention the good things about our product on Trutpilot, but also positive things about the buying experience - our customer service. Before working with Connexio, 20 percent of the reviews on Trustpilot were negative. Only a few weeks after we started working systematically with comments on Trustpilot, that number has dropped to 8 percent, which is also clearly visible in our rating with 4.5 stars out of five possible," says Thorbjørn Sørensen, CEO of Simply Cosmetic.

According to Thorbjørn Sørensen, this development means a lot to the company, as it is in the process of establishing a new Danish brand. One of the prerequisites for success is that customers have confidence in the company's brand and products.

See examples of what customers say on Trustpilot about Simply Cosmetic