The support we receive from TrustRadius has gone down hill significantly since they moved to a pooled CSM model.
October 23, 2024

The support we receive from TrustRadius has gone down hill significantly since they moved to a pooled CSM model.

Anonymous | TrustRadius Reviewer
Score 6 out of 10
Vetted Review
Verified User

Overall Satisfaction with TrustRadius for Vendors

I use TrustRadius for Vendors to gather the voice of the customer in my role. Third-party reviews are highly effective for maintaining our market presence. We syndicate customer sentiment on our website as well as use the awards and badges from TrustRadius in marketing materials. The tool is simple and easy to use.

Pros

  • Review sourcing
  • Reporting
  • Awards

Cons

  • More robust reporting
  • Better campaign tracking
  • Insight into incentive budgets
  • Customer quotes
  • Reference candidates
  • Market presence
The reviews in TrustRadius for Vendors are a bit longer than other third-party review platforms. This doesn't really change the way we use the content from reviews, but it is useful in gathering a different set of information from customers than we get in other platforms like G2 and GPI.
The support we receive from TrustRadius has gone down hill significantly since they moved to a pooled CSM model. I used to have a dedicated CSM that I would meet with on a regular cadence and could brainstorm with, ask for support from, etc. Now I have to send an email in, and while I do get a response, it's slower and less personal than before.

Do you think TrustRadius for Vendors delivers good value for the price?

Not sure

Are you happy with TrustRadius for Vendors's feature set?

Yes

Did TrustRadius for Vendors live up to sales and marketing promises?

I wasn't involved with the selection/purchase process

Did implementation of TrustRadius for Vendors go as expected?

I wasn't involved with the implementation phase

Would you buy TrustRadius for Vendors again?

Yes

TrustRadius for Vendors is a good tool for gathering in depth customer reviews. The reporting dashboard could use a little help. It is clunky to manage and not effective in pulling results over time. I do not like that you have to download a spreadsheet to figure out which campaign a review came from. This should be a dashboard within the product. Additionally, I do not like that TrustRadius moved to a pooled CSM model over a dedicated CSM.

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