You can Trust TrustRadius for Vendor Management of Online Reviews
October 31, 2019
You can Trust TrustRadius for Vendor Management of Online Reviews
Score 9 out of 10
Vetted Review
Verified User
Overall Satisfaction with TrustRadius for Vendors
Online reviews are a part of the standard process for customers who are making purchase decisions regarding the Lifesize solutions. We leverage TrustRadius to ensure that customers have current and relevant review data as part of that process. Internally it is used by myself in Customer Success as well as our marketing, product and executive teams.
- Relationship: Customer Success and Account Management team are very proactive and highly engaged.
- Review Capture & Campaign Management. Helping our team collect, capture and manage the reviews is very helpful.
- Interface is easy to use and manage.
- Categorization is complicated for our industry which is BOTH video conferencing AND hardware.
- Anonymous reviews. I think that something should be done regarding anonymous, in particular low scoring reviews. I'm not sure what that might look like, a lower weight, reprioritizing visibility, refreshing on a shorter period. It is very limiting when a vendor is stuck with a low review that is not actionable. If the reviewer stands behind what they say they should put their name behind their feedback. If the reviewer does not provide their name then there is nothing the vendor can do to improve, follow up or correct.
- Globalization. Our company is a global company with 50% of our business coming from outside of the US. I feel like TrustRadius is limited to being predominantly an American or English only tool.
- Increase online reviews and customer evidence.
- Improvements to customer perspective during sales process.
- Opportunity for actionable change within our product based directly on customer feedback.
We have not yet leveraged this very much.
Our company leverages both TrustRadius, G2 Crowd. We are also involved with Capterra and Peer Insights.
- From an online tool perspective the tools seem equal.
- Relationship Customer Success goes to TrustRadius
- Marketing (lead generation perspective) - G2 crowd is better.
At this point it has not but that has nothing to do with TrustRadius- it's more to do with the amount of activities my team is managing with regard to customer activities. Online reviews are not currently a KPI that we measure.
Using TrustRadius for Vendors
| Pros | Cons |
|---|---|
Like to use Relatively simple Easy to use Technical support not required Well integrated Consistent Quick to learn Convenient Feel confident using Familiar | None |
- Logging in. It is nice that is integrated with LinkedIn.
- Manage Reviews View/Dashboard
- Links for acquiring reviews from customers
- Reports & Reporting Dashboard