Handepay started its partnership with Trustpilot with two goals in mind: to manage its online reputation and to make it easier to collect customer feedback. However, Handepay quickly realized that there were many other areas where they would see a positive impact from working with Trustpilot. One channel that benefited was organic search.
Their company profile page on Trustpilot is currently ranked #1 for the term “Handepay reviews” on Google. Based on this high visibility, their profile receives over 90 views per month, ensuring that high-value prospects who are close to a conversion decision can easily find their verified customer reviews.
As Trustpilot is a trusted and recognized brand, Handepay can positively influence its online reputation while ensuring that its reviews have the maximum potential to be discovered by interested consumers.
Sales staff use Handepay’s Trustpilot reviews to provide further credibility when working to sell their services. Their reviews provide the third-party validation needed to prove the value of their offerings.
“I find Trustpilot extremely beneficial as it can be a reassurance when talking to customers who are in doubt when going through the upgrade process. Trustpilot shows a true reflection of us so it’s helpful to have a website that we can show our customers before, during or after the sales process.”
— Siobhan Melling, Account Manager
Specifically, the sales team has seen that using reviews that mention specific advisors increases the likelihood of securing a sale.
Both sales and customer support advisors see reviews attributed to them, reinforcing their mission to provide quality customer service and highlighting any areas for improvement.
Sharing reviews in marketing materials and customer touchpoints allows Handepay to see the biggest returns from their partnership with Trustpilot. Their business features their Trustpilot rating on their website, email signatures, literature and business cards.
Handepay is also able to connect with customers on a personal basis by collecting and responding to their feedback. Asking for reviews from all of their customers gives them the opportunity to gather a variety of opinions on what they are doing well and could improve on, while also allowing them to recognize each customer and thank them for sharing.
Our customers love the fact that their feedback goes directly to decision makers to improve our services.
Mark Latham, Director
In addition, collecting reviews allows Handepay to identify customers who had a negative experience, respond in time and send the information to the relevant departments to resolve the issue. Handepay often finds that these customers will update their reviews accordingly to show their most recent positive experience with the company.
Ultimately, Handepay uses Trustpilot to build trust in its brand and its individual sellers. Having built its online reputation and connected with hundreds of customers, Handepay feels confident in continuing to actively collect reviews with Trustpilot because it allows potential customers to easily access their feedback.
If you too want to start promoting your company’s reputation online, click the link below.