Trustpilot

I believe that if you can, avoid *ever* creating a profile on any of these third-party review websites. Online reputation management can be expensive, tedious, and frustrating. Keep all your reviews on your own website, and skip the noise of third-party review platforms. You can use your social profiles (ie. Google, Facebook, LinkedIn) for verified testimonials if needed. From firsthand experience, Trustpilot will deliberately allow fake and malicious reviews, then ask you for hundreds of dollars a month just to reply or remove the spam content.

TrustPilot cannot be trusted. They have consistently removed reviews since I started with them. At first I thought it was a one or two off situation. We recently launched an "ask for reviews" initiative and got several positive reviews and TrustPilot removed all of them, without recourse. This hurts us really badly and initiates drawn-out emails with our customers.

TrustPilot is wrong about legitimate reviews and has no clean way to resolve that. They hurt our customer relationships more than helped.

Trustpilot is well-suited for the financial industry. The ease of giving a star rating and the free form review field makes it quick and easy to describe the experience of filing your taxes. Their account management team is one of the best I've worked with. They are invested in helping your brand utilize the tool to its maximum capabilities. When you're in charge of implementing new technology, it can be a daunting task getting the rest of the company excited about another tool. But their account manager met one-on-one with key stakeholders and took the pressure off of me. They've also been great about asking about the results we've had in using the reviews in our advertising. They interviewed our team and created a video and a case study about our experience. The reviews themselves have been a valuable asset in our advertising. I can see where a clothing brand may find the review process less than ideal because there are no questions about size, fit, comfort, etc for the customer to address in the review.

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.

It should only be available for verified reviews. It is easy for anonymous or disgruntled customers to leave nasty reviews. It can be expensive for a small business to exist on this platform. I would not recommend inviting a customer on their first purchase/ service, but after several purchases.

There have been reviews that should have been removed, and once flagged, you can not communicate with your account manager or anyone in compliance to assist you. They simply return the review to online, and that's it.

It is well suited in general for most applications but the cost is the reason I'm holding back on anything higher than a 7 rating.

Always had good support interactions when needed.

Trustpilot is well-suited if you want a trusted external review service. It works for me for now, but I don't think it's a great option for a small company due to the fees and the way reviews are managed.

Support was good, they responded in a reasonable amount of time.

This product is good for capturing reviews and feedback from clients and distributing the information across the web. It falls short in its ability to present the information in a more customized away and also and its ability to effectively connect buyers with the company to resolve problems.