Founded in 2007, Trustpilot is an international provider of user-generated reviews of online businesses with customers in more than 60 countries and users in twice as many locations. Trustpilot connects potential customers with the experience of others to help consumers make informed decisions. Prior to Trustpilot’s 2012 adoption of Zendesk, support staff was using information e-mail and Google Docs to track review-related inquiries and cases. They realized it was time to formalize and modernize their review process and chose Zendesk as the cloud-based solution that would help them improve the customer experience.
According to a report published by Nucleus Research, Trustpilot’s use of Zendesk has yielded a return on investment of 1272 percent and a cost benefit ratio of one to three. For Trustpilot, this means an average annual benefit of more than $428,000. How do they receive such a high return? This report includes:
- Trustpilot’s story—from inefficient e-mails and Google Docs to the implementation of Zendesk
- The reasons Trustpilot chose Zendesk to automate the help desk process, support multiple sites and languages, maintain the quality and reliability of their reviews, and sustainably scale for future growth
- The key benefit areas, both direct and indirect, that lead to Trustpilot’s high return on investment
Key cost areas considered in calculating Trustpilot’s return on investment