Malomo vs. Trustpilot

Malomo is a no-brainer for any eCommerce company. It turns shipment tracking into a beautifully branded customer touchpoint and opens up a new retention marketing channel as new customers often check their tracks multiple times. All of this at an affordable price.

Incentivized

Unfortunately, Trustpilot's disingenuous pricing habits and communication methods are the reason we ultimately ended our 3 year relationship with the company. In 2023, we signed a 1 year agreement for their basic plan (product reviews, Q&A, etc) at $3,800/year... Fair enough. In 2024, the price jumps to $5,040/year... Okay, steep - but we're still seeing good use of the tools, sort of justified? For 2025 it skyrockets to $8,976/year (+78% from prior)... But, after a month of haggling and threats to cancel, they 'graciously' drop it to $7,569/year. Now for 2026, Trustpilot is demanding $9,576/year for the EXACT SAME PLAN. That's a 152% increase since we started, with zero added value.

• Shipment Tracking
• Post-Purchase Cross-Sell
• Content

Incentivized

• Completing the review for the customer is a simple process which enables us to receive more feedback.
• The Trustpilot account management team is a true partner working with each department to help with adoption across the company.
• The Trustpilot development team is a trusted partner with our own internal development team, assisting them with implementation as well as integration with their API.

Incentivized

• Platform not yet self-serve

Incentivized

• Allow you to highlight sections of the review and respond
• Stop reviews from unverified purchasers
• Searching for a review can sometimes be hit or miss

Incentivized

It's expensive and customer service is not the best.

Incentivized

Simple user interface - easy to understand with high level overviews, but also getting into the detail with questions for those who want it. The only issue I have is the connection with LinkedIn - sometimes it fails and makes you re-enter details again which can be a bit frustrating!

Incentivized

I've rarely had issues and needed support. During the implementation phase we relied on their support heavily and they were very knowledgeable, responsive and helpful. Any questions I've had have been answered promptly by my account manager. They also have a great knowledgebase for self-service support.

Incentivized

Malomo was taking a much more holistic, customer/marketing-centric approach at a comparable price to AfterShip which primarily offered basic landing page functionality and internal tools. Malomo opens up a new marketing channel for existing customers which is extremely valuable as there are only a handful of channels that can be used effectively in this arena.

Incentivized

Selected Trustpilot because of superior integration with the website and Google SERPS. Again, my only complaint would be Trustpilot was relatively more expensive than the other technologies.

Incentivized

• Less CX Tickets About Shipment Tracking
• New Cross-Sell Revenue

Incentivized

• Helps us to determine what our customers care about.
• We have been able to modify our marketing points based on what customers seemed confused about or the aspects of our business that they appreciate.

Incentivized