NEW YORK--(BUSINESS WIRE)--Trustpilot, the leading review community for online shoppers, today announced that SpareFoot is using its solution to integrate customer reviews into its customer service processes, product development decisions and employee morale initiatives. The world’s largest, simplest marketplace for self-storage, SpareFoot, makes finding storage units easier with real-time pricing and availability for customers across the country. After deploying Trustpilot to capture reviews of its online marketplace and build trust with customers, SpareFoot found that the platform’s open APIs also allowed it to create applications that have helped build the business.
In seeking a third-party solution that could gather and publish reviews on the company’s website and within Google Seller Ratings, SpareFoot found that the voice of its customers also could be funneled into critical business functions. Using the Trustpilot API, SpareFoot implemented a live stream of individual reviews to the dashboards of its call center agents so employees can see exactly how their efforts affect customers. That stream also is integrated into the company’s proprietary chat rooms, where reviews are organized by agent, and high-performing agents are recognized on a leaderboard showing aggregate average ratings for cases they handled. Customer reviews also play an integral part in weekly all-hands meetings, product team discussions and the activities of SpareFoot’s Amazing Customer Experience (ACE) Team, which rewards staffers across the organization who help create exceptionally positive customer experiences.
“We’ve seen an uptick in conversions since deploying Trustpilot, and our Google Seller Ratings have climbed as well,” said Jeanette DeHay, marketing operations manager at SpareFoot. “The most significant benefit, however, has come from our ability to use the Trustpilot API to direct customer feedback into applications that inform our product roadmap and get our team even more excited about customer service.”
Trustpilot’s online review-driven community and technology platform allow SpareFoot and more than 90,000 other e-commerce businesses to engage directly with customers, inviting reviews of their online experiences and channeling feedback to continuously improve trust and satisfaction among customers. Businesses in retail, travel, online services and other industries rely on Trustpilot to help them build trust and transparency with their customers in more than 24 countries.
“SpareFoot wanted to understand more about why its prospects came to the website and what those potential customers expected from the storage marketplace. With thousands of reviews now published, SpareFoot has shown how integrating reviews into multiple parts of the business can boost everything from conversions to innovation to employee morale,” said Jonathan Hinz, director of product marketing at Trustpilot.
Trustpilot blog: http://blog.trustpilot.com
Customer case studies: www.business.trustpilot.com/customers/case-studies
Trustpilot offers a global, multi-language online open review community that builds trust and transparency between consumers and businesses. Launched in 2007, boasting more than 90,000 businesses and 10 million consumer reviews, Trustpilot produces a TrustScore for businesses based on recent reviews. Every day, more than 10,000 consumers join Trustpilot and every 5 seconds a new review is posted. The platform helps businesses generate actionable insight through real-time analytics of customer review data, which can be used to improve business operations, increase customer satisfaction and drive innovation. Trustpilot operates in 24 countries and has offices in Copenhagen, London, New York and Melbourne. Trustpilot was selected as a Crain’s 2014 Best Places to Work in New York City with 300 employees representing 40 nationalities.