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How to use customer feedback to encourage advocacy and to showcase your brand where it matters

This is the third in our series of blogs that explore how to make even more of your customer feedback. Last week we looked at how our new webhook capability means customer feedback can automatically be posted to TV dashboards using ServiceTick & Geckoboard. This week we describe how to automatically encourage customers to publish reviews of your brand on TrustPilot.

What is TrustPilot?

TrustPilot is a service that allows customers to publish reviews of digital businesses. One of the world's largest online review communities, it lets consumers share their experiences of brands and helps people buy with confidence. This new integration means that you can now use both ServiceTick and TrustPilot in tandem; it's no longer the case that you have to offer customers one or the other option, you can give them both.

How it works

Once the integration is configured a customer fills in a ServiceTick survey and leaves feedback. The survey response is passed into Zapier where it is automatically checked to determine if the response matches the criteria for being passed to TrustPilot. If the criteria are met the customer's email address is automatically forwarded to TrustPilot who will invite the customer to leave a review. Alternatively, a TrustPilot review button can be embedded into the ServiceTick survey. Our survey technology has advanced logic to ensure this is only presented to relevant customers.

What’s the benefit?

Studies have shown that the first positive review of your product or service can lift sales and conversions by as much as 10 percent. This is in part due to 61% of customers reading online reviews before making a purchase decision and 79% of customers trusting online reviews as much as personal recommendations. Automating the promotion of reviews to customers who are likely to recommend your brand will result in increased conversions for little to no cost.

We've also found that some clients have to split customer samples - some to deliver customer feedback and some to deliver reviews. This new integration means the same sample can be used to deliver actionable insight about your customer experience and favourable reviews to build your brand.

If you want to find out more about our TrustPilot integration options (or about any one of the 750 ways we can help you make more of ServiceTick) please call your usual ServiceTick contact or me on 01603 618326. I look forward to hearing from you.

Paul

Paul Middlege

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