zChocolat partnered with Truspilot’s on October 16, 2016. zChocolat’s co-founder and CEO, Jean-Philippe Khodara, was impressed by how quick and simple the onboarding process was and how easy it was to customize. Setup only took two weeks thanks to Trustpilot’s Onboarding Agent, Aurélie. Handled the integration over the phone with the CEO, Marketing Director, Search Engine Marketing Director and company developers.
Aurélie was also impressed by the company: “At the end of the call the whole team was completely convinced of the value of the product and ready to start as soon as possible with a custom and complex API setup.”
zChocolat partnered with Trustpilot “to provide our prospects and customers with a truly objective overview of the quality of our chocolates and services,” said Jean-Philippe.
The company required an API setup to cover nine possible scenarios so that all customers would have a customized review collection experience. This required:
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An API dedicated to evaluating invitations to former customers
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An API dedicated to evaluating invitations to current customers
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An API for Customer Service agents to easily send a review invitation during support calls
Each API was created for three different languages, so zChocolat ended up with nine custom review invitation scripts. Trustpilot took on the challenge, working closely with the zChocolat team to meet their challenge targets in just two weeks!
Jean-Philippe added: “Everyone we spoke to was very helpful, relevant and prompt.”
zChocolat collects reviews after the product is delivered. For their business, it is the best time to ensure that customers can comment on their complete experience.
After receiving reviews, our customer service team reads and responds to each reviewer individually. One-on-one communication allows zChocolat to resolve personal issues, improve its services and provide confirmation to happy customers. Their business values negative reviews because it allows them to understand what they are not doing well enough and improve.
According to Jean-Philippe, “We spend a lot of time responding to all comments, including 5-star ratings. Every review is professionally monitored. Every brand supporter is recognized thanks to Trustpilot.”
zChocolat loves to use their reviews to identify brand advocates. By paying attention to satisfied customers, they can improve an already good experience and thus provide the extra push they need to introduce zChocolat to their social circles.
In addition to its nine API systems, zChocolat uses an API to send new reviews from its Trustpilot business profile to select pages on its website, in real time. The company also displays its TrustScore on its homepage, social media channels and newsletters. They’ve found that displaying all new reviews on their website helps convert more customers and creates a greater sense of trust in their business. By displaying their latest reviews, zChocolat can also showcase their customer service and show that their company is ready to take on any order – an exciting offer for anyone who craves delicious chocolates!
“Our Trustpilot Reviews are a direct consequence of the work of our teams, from sales to logistics,” says Jean-Philippe.
zChocolat shares its reviews internally keep their employees in touch with the value of their work, especially teamwork. The content of each review affects the entire organization, so it’s important that all team members work together to provide a positive customer experience. Appraisals close the transparency gap between teams, revealing what each team is doing well and where they may be lagging so that every employee is fully trained.
Since joining Trustpilot a month ago, zChocolat has collected over 200 reviews! Their TrustScore of 9.4/10 is proudly displayed on their website and in many of their other marketing materials. The partnership between Trustpilot and zChocolat works seamlessly, allowing their business to connect directly with customers, address issues and boost trust in their business. These are promising results for such a recent collaboration and proof that any company can achieve great results by listening carefully to its customers.