The new AI-assisted features help high-growth businesses
strengthen consumer relationships by anticipating and summarising
current and future trends through reviews
LONDON, May 15, 2024
/PRNewswire/ -- Trustpilot, the global online platform
home to more than 250 million reviews, today introduced new
features for businesses on the platform to build trust, grow and
improve through their customer reviews like never before. Trust and
communication are crucial for businesses looking to create lasting
consumer relationships, but without the right tools, the two
parties can easily be siloed and feedback can be underutilised.
With these new features, Trustpilot is arming businesses with
feedback-powered insights into their customers and broader markets,
enabling them to grow while building a new level of trust.
Larger businesses often collect hundreds of reviews per month on
Trustpilot, ensuring that there is no shortage of customer
feedback. However, while high volumes of feedback are rich with
data, many businesses don't have the resources to glean key
insights, or to respond to feedback in a timely and informed
manner. With this latest update, Trustpilot is allowing businesses
to hear their consumers, process their feedback, and respond
efficiently, freeing up time and resources to address the needs of
their customers.
"With more than 250 million reviews on our platform globally,
it's no secret that customers want to be heard. But one-sided
reviews don't grow relationships between customers and businesses,"
said Alicia Skubick, Chief
Customer Officer at Trustpilot. "Our new features are helping
unlock the value in customer feedback, providing businesses with
insights and opportunities to further engage with their customers.
We are utilising AI powered features to both help businesses
identify and understand trends in their reviews, and also to
provide actionable recommendations based on these insights. These
features are further empowering businesses to build real trust with
consumers."
New features include:
- AI-Assisted Review Responses: Built to help businesses
respond to high volumes of reviews while maintaining the integrity
of their tone of voice, this feature utilises AI trained on past
responses to suggest a framework for future responses. When tested
in beta, this feature has lowered business response time by more
than 30%, giving businesses on Trustpilot more time in the day to
not just respond to customer issues - but to solve them.
- TrustScore Forecast: A business' TrustScore
is one of the most valued Trustpilot metrics,
acting as a barometer for customer sentiment and satisfaction. The
first solution of its kind, the TrustScore Forecast
provides businesses with a deeper understanding of customer
perception, with the ability to utilise customer-driven data to
support and predict growth trajectory and business objective
goals.
- Market Insights: Businesses can unlock market
insights using the power of AI, enabling a deeper understanding
compared to similar businesses for benchmarking performance. These
insights allow businesses to more effectively and efficiently adapt
their strategy to stay on top of evolving trends.
- Review Spotlight: AI-powered Review Spotlight
brings millions of data points together to illuminate the voice of
your customers in seconds. With this tool, businesses can identify
key themes, see trends throughout reviews, and proactively uncover
potential issues. Review Spotlight empowers businesses to resolve
customer concerns before they escalate. For ease, insights can be
delivered straight to inboxes weekly or
monthly.
These new features are available today along with additional
enhancements, including single sign on and new options to customise
business profiles on Trustpilot.com. Trustpilot Business users can
expect additional features to be rolled out throughout the year. To
learn more about working with Trustpilot, visit
https://uk.business.trustpilot.com/.
About Trustpilot
Trustpilot was founded in 2007 with a vision to become a
universal symbol of trust.
A digital platform that brings businesses and consumers together
to foster trust and inspire collaboration. We are free to use, open
to everybody and built on transparency.
Trustpilot hosts reviews to help consumers shop with confidence
and deliver rich insights to help businesses improve the experience
they offer. The more consumers use our platform and share their own
opinions, the richer the insights we offer businesses, and the more
opportunities they have to earn the trust of consumers, from all
around the world.
More than 267 million reviews have been posted on Trustpilot,
with more than 1.1 million reviewed domains, and those numbers are
always growing.
Trustpilot has over 900 employees and is headquartered in
Copenhagen, with operations in
London, Edinburgh, New
York, Denver, Melbourne, Berlin, Milan
and Amsterdam.
For more information, please visit www.trustpilot.com
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